topic Re: Broadband router restarting in Broadband

Broadband router restarting

dean42 — Thu, 23 Jan 2025 09:44:22 GMT

My broadband router restarts frequently. The restart takes 5-10 minutes and the internet is cut off for this time. Speed etc ok otherwise. Do I need a new router?

Re: Broadband router restarting

Debbie-TalkTalk — Thu, 23 Jan 2025 09:45:59 GMT

Hi @dean42

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Broadband router restarting

dean42 — Thu, 23 Jan 2025 09:50:51 GMT

Hi Debbie

I have added the details requested

Re: Broadband router restarting

Debbie-TalkTalk — Thu, 23 Jan 2025 10:15:02 GMT

Hi @dean42

Thank you. The line test is clear. Would you like me to send a new router for testing so we can rule this out?

Re: Broadband router restarting

dean42 — Thu, 23 Jan 2025 10:22:31 GMT

Debbie

yes please sent a new router

Re: Broadband router restarting

Debbie-TalkTalk — Thu, 23 Jan 2025 10:33:55 GMT

Hi @dean42

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with the new router.

Thanks again.

Debbie

Re: Broadband router restarting

dean42 — Thu, 23 Jan 2025 10:34:38 GMT

Thank you

Re: Broadband router restarting

Debbie-TalkTalk — Thu, 23 Jan 2025 10:36:36 GMT

Hi @dean42

No problem 🙂

We will check in again with you next week to see how the connection is with the new router.

Debbie

Re: Broadband router restarting

Debbie-TalkTalk — Mon, 27 Jan 2025 11:07:34 GMT

Morning @dean42

How are you getting on, have you received the replacement router?

Re: Broadband router restarting

dean42 — Mon, 27 Jan 2025 11:54:41 GMT

Yes thanks. I swapped the routers Saturday evening. However it has restarted a few times since - so it has not made any difference. What do you suggest?

Re: Broadband router restarting

Debbie-TalkTalk — Tue, 28 Jan 2025 06:41:25 GMT

Hi @dean42

Is the connection dropping with the new router connected? Or do you have to keep rebooting the router?

Re: Broadband router restarting

dean42 — Tue, 28 Jan 2025 06:48:42 GMT

The router restarts itself. Orange flashing light for a few minutes. 3 times yesterday

Re: Broadband router restarting

Debbie-TalkTalk — Tue, 28 Jan 2025 07:02:25 GMT

Hi @dean42

Is the new router at the test socket? If the connection is still dropping with the new router at the test socket then the next step will be an Openreach engineer visit.

Thanks

Re: Broadband router restarting

dean42 — Tue, 28 Jan 2025 07:09:19 GMT

Test socket? It is plugged into a Openreach MK3 socket.

Re: Broadband router restarting

Debbie-TalkTalk — Tue, 28 Jan 2025 07:19:37 GMT

Hi @dean42

Does the socket/faceplate have 2 clips on either side so if you gently squeeze the clips the faceplate will come away?

Re: Broadband router restarting

dean42 — Tue, 28 Jan 2025 07:26:00 GMT

No, but I have unscrewed it and plugged into the socket underneath using the splitter (didn't need to splitter previously)

Re: Broadband router restarting

Debbie-TalkTalk — Tue, 28 Jan 2025 07:28:32 GMT

Hi @dean42

Thanks for your reply.

Have you done this just now? Would it be ok to leave the router in this set up for 24hrs just to see if the same fault occurs?

If the same fault keeps happening then the next step will be an engineer visit.

Re: Broadband router restarting

dean42 — Tue, 28 Jan 2025 07:29:27 GMT

Yes done just now. I will see how it goes today

Re: Broadband router restarting

Debbie-TalkTalk — Tue, 28 Jan 2025 07:51:07 GMT

Hi @dean42

Thank you. I will check in again with you tomorrow to see how the connection has been.

Debbie

Re: Broadband router restarting

Debbie-TalkTalk — Wed, 29 Jan 2025 07:57:51 GMT

Morning @dean42

How was the connection yesterday/last night after the router was connected at the test socket?