topic Re: WiFi Dropout in Broadband

WiFi Dropout

TezBez — Sun, 23 Feb 2025 12:54:36 GMT

In the last few days my wifi drops out on a regular basis. I have reset and also re-booted my router but nothing seems to fix it.

I am on fibre 65 and have recently had the telephone that was part of my package disconnected..

I have also had the router for several years and wondered if it may be failing.

Any assistance would be appreciated. Thank you

Re: WiFi Dropout

KeithFrench — Sun, 23 Feb 2025 13:06:10 GMT

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. What is the exact status of the lights on the front of the router when this happens?
4. If you have any wired connections, are they affected in the same way as wireless ones?

Re: WiFi Dropout

TezBez — Sun, 23 Feb 2025 14:14:17 GMT

1. Sagem black talktalk router

2. Fibre 65

3. The light remains white even when no connection

4. The wired connection is extremly slow

Re: WiFi Dropout

KeithFrench — Sun, 23 Feb 2025 14:52:58 GMT

Then it is possibly the router at fault. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: WiFi Dropout

TezBez — Sun, 23 Feb 2025 16:50:39 GMT

Thank you for your assistance Keith

Re: WiFi Dropout

Debbie-TalkTalk — Mon, 24 Feb 2025 07:08:18 GMT

Thanks @KeithFrench

Hi @TezBez

Are you happy for me to send a replacement router for testing?

Re: WiFi Dropout

TezBez — Mon, 24 Feb 2025 07:38:56 GMT

Hi Debbie

Yes that would be great

Thank you

Re: WiFi Dropout

Debbie-TalkTalk — Mon, 24 Feb 2025 08:32:34 GMT

Hi @TezBez

No problem 🙂

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

Debbie

Re: WiFi Dropout

TezBez — Thu, 27 Feb 2025 07:58:00 GMT

Hi Debbie

The new router has been tested but unfortunately it is still difficult to connect to the internet. When it does it is still very slow and constantly drops out.

I dont know if this has anything to do with it but Talktalk around about January stopped my landline and I went fibre only.

I have been with you several years and never had this problem previously

Thank you for your assistance

Re: WiFi Dropout

Debbie-TalkTalk — Thu, 27 Feb 2025 08:12:43 GMT

Hi @TezBez

Do any lights change on the router or ONT, when the connection drops?

Re: WiFi Dropout

TezBez — Thu, 27 Feb 2025 08:41:31 GMT

Hi Debbie

No. The routers light is white and the ONT has 3 solid green lights to left and a flickering green light to the right

Thank you

Re: WiFi Dropout

Debbie-TalkTalk — Thu, 27 Feb 2025 08:49:38 GMT

Hi @TezBez

Thanks for your reply.

I can pass this over to our faults team and ask one of my colleagues to contact you to complete some testing. Would you like me to arrange this?

Re: WiFi Dropout

TezBez — Thu, 27 Feb 2025 09:16:42 GMT

Hi Debbie

Yes please

Thank you

Re: WiFi Dropout

Debbie-TalkTalk — Thu, 27 Feb 2025 09:23:36 GMT

Hi @TezBez

Thanks for your reply.

I have passed this over to our faults team and I will post back here as soon as I have further information.

Debbie

Re: WiFi Dropout

Debbie-TalkTalk — Thu, 27 Feb 2025 09:52:36 GMT

Hi @TezBez

My colleague has advised that they have contacted you this morning to raise this fault.

Re: WiFi Dropout

TezBez — Mon, 03 Mar 2025 16:03:25 GMT

Hi Debbie

Your colleague contacted me and we arranged for an engineer to visit this morning but he did not turn up.

could you possibly arrange for them to contact me again in order to rearrange a visit

Thank you

Re: WiFi Dropout

Debbie-TalkTalk — Tue, 04 Mar 2025 06:56:59 GMT

Hi @TezBez

I'm really sorry to hear this.

Did my colleague call you again last night?

Re: WiFi Dropout

TezBez — Tue, 04 Mar 2025 07:32:35 GMT

Hi Debbie

No I am still awaiting a call to reschedule an engineers appointment

Thank you

Re: WiFi Dropout

Debbie-TalkTalk — Tue, 04 Mar 2025 07:38:00 GMT

Hi @TezBez

I'm really sorry about this.

I will speak to the team now and ask them to contact you ASAP.

Re: WiFi Dropout

TezBez — Tue, 04 Mar 2025 07:47:04 GMT

Hi Debbie

Thank you for that