topic Re: Issues. Replacement router? in Broadband

Issues. Replacement router?

Rwhunited2 — Mon, 09 Dec 2024 21:43:47 GMT

Hello.

We have had multiple drops of internet, but the white light stays lit on the router. I have a mesh system connected via lan which loses internet connection and all WiFi devices stay connected but lose internet. I am also unable to login to the router on 192.168.1.1 when this happens as it says bad gateway or something, but can login any other time.

Live chat says all line tests are fine and it is an issue with in home equipment. I can book an engineer “optimisation” visit for £75.

I requested a replacement router on live chat but was declined. What do I do now? Do I have to leave, or leave and rejoin to get a new router?

Any help or advice welcome.

Re: Issues. Replacement router?

ferguson — Mon, 09 Dec 2024 21:52:18 GMT

This has been flagged to the support team here for you, they can check whether anything is amiss with your connection and advise further.

Re: Issues. Replacement router?

Rwhunited2 — Mon, 09 Dec 2024 21:54:20 GMT

Thank you. I have been on live chat the last 3 evenings. They have tested the line and router apparently. But surely something is wrong.

Re: Issues. Replacement router?

ferguson — Mon, 09 Dec 2024 21:58:32 GMT

Well yes, clearly, but with an unspecified mesh system the issue could be arising from a variety of points.

Re: Issues. Replacement router?

Rwhunited2 — Mon, 09 Dec 2024 22:01:56 GMT

This is a TP-Link deco system that has been in place since 2020 without issue.

Re: Issues. Replacement router?

Chris-TalkTalk — Tue, 10 Dec 2024 08:10:28 GMT

Hi Rwhunited2,

Line test is passing but I can see that there have been some disconnection over the last few days. Is your router currently connected to your test socket? - Your guide to main phone sockets - TalkTalk Help & Support

Are you experiencing any problems with your telephone service, any noise on the line?

Chris

Re: Issues. Replacement router?

Rwhunited2 — Tue, 10 Dec 2024 08:56:52 GMT

Hi Chris,

No the faceplate is back on. I did the test socket on live chat last night but they said that it was all fine.

We don’t use the landline to make calls, but when I lift the handset it sounds fine.

Re: Issues. Replacement router?

Chris-TalkTalk — Tue, 10 Dec 2024 09:24:37 GMT

Thanks. Do you only have the one telephone socket or do you also have one or more extension sockets?

Chris

Re: Issues. Replacement router?

Rwhunited2 — Tue, 10 Dec 2024 13:37:57 GMT

We only have the 1 telephone socket in the house.

Re: Issues. Replacement router?

Chris-TalkTalk — Tue, 10 Dec 2024 15:19:04 GMT

OK thanks, so which router do you currently have connected?

Chris

Re: Issues. Replacement router?

Rwhunited2 — Tue, 10 Dec 2024 15:36:13 GMT

The Wi-Fi hub.

The internet is currently down, dropped mid work call.

Re: Issues. Replacement router?

Chris-TalkTalk — Tue, 10 Dec 2024 15:47:33 GMT

OK thanks. I can send another router to test with, would you like me to arrange this?

Chris

Re: Issues. Replacement router?

Rwhunited2 — Tue, 10 Dec 2024 17:51:50 GMT

Hi Chris. I have had a call from talk talk today after last nights live chat and offered me a router.

I would like one, are you able to check if this has been done from them? If not, could you sort?

thanks

Re: Issues. Replacement router?

Chris-TalkTalk — Wed, 11 Dec 2024 08:50:22 GMT

I've checked, the router was dispatched yesterday so you should hopefully receive it today or tomorrow

Chris

Re: Issues. Replacement router?

Rwhunited2 — Wed, 11 Dec 2024 22:35:31 GMT

Hi Chris, new router arrived today and I have installed it. Still getting the drops with it. I have taken the faceplate off and plugged into the test socket with a filter. I have also unplugged the mesh system from the router for now to make sure this wasn’t doing anything.

It seems to go worse of an evening which is strange.

Thanks

Re: Issues. Replacement router?

Anonymous — Thu, 12 Dec 2024 07:13:46 GMT

Morning,

Thank you for the update and I'm sorry to hear this. I've re-run the line test now which is clear, however I can see re-connections on the line. Did you also replace the cables and microfilter? The next step would be to arrange an engineer visit to the property if all testing has been completed.

If you'd like to go ahead with this then please can you provide a few days availability AM (8-1) and PM (1-6) and also confirm that you accept possible time related engineer charges and we can arrange a visit for you.

Thanks

Michelle

Re: Issues. Replacement router?

Rwhunited2 — Fri, 13 Dec 2024 12:10:34 GMT

Hi Michelle,

It’s very strange. I have unplugged my mesh system and it seems to be more stable. Very strange scenario. I will persevere and see if any drops happen with the mesh unplugged, it seems like the mesh is in effect crashing the router. The router light stays white, but all internet dies.

Re: Issues. Replacement router?

Anonymous — Fri, 13 Dec 2024 12:13:51 GMT

Hello,

It does sound strange. Do you know roughly when this issue started?

Thanks

Michelle

Re: Issues. Replacement router?

Rwhunited2 — Fri, 13 Dec 2024 12:24:06 GMT

Sunday 8th this started. We had the storm over the weekend, but I’m not sure if this is coincidental correlation! We had no power cuts or anything.

Re: Issues. Replacement router?

Anonymous — Fri, 13 Dec 2024 12:27:38 GMT

Hi,

Ok thanks for confirming. I'm currently looking into this with our Devices Team. I'll check back in with you on Monday to see how the connection has been over the weekend?

Thanks

Michelle