topic Re: Devices keep losing connection in Broadband

Devices keep losing connection

david7892003 — Mon, 26 Jan 2026 12:41:33 GMT

I hope one of the experts on this forum van help before my wife and I go bonkers. Around Christmas our download speed dropped to around 10Mbps from our usual 35Mbps. After using the app to test the line an Openreach engineer (2) arrived to swao the old whit BT box on the wall and replaced the microfilter. Speed restored, but since then we are having all sorts of issues with devices losing connection. Hive heating blink doorbell sonos etc. I've spent hours on live chat ususlly culminating in resetting the router and the ahent assuring me all is OK. Then it starts again. I am truly at a loss as to what I can do next. Has any one else encountered this problem and how did you resolve it. We have been with Talktalk for many years and are still using the original router supplied.

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 12:53:48 GMT

Hi there @david7892003. I am very sorry to hear this. I will look into this for you.

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 13:03:57 GMT

Please confirm if you are messaging us from home, thanks.

Re: Devices keep losing connection

david7892003 — Mon, 26 Jan 2026 13:06:01 GMT

yes i am messaging from home and we do not have any health related devices like alarms

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 13:06:46 GMT

Thank you for confirming

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 13:10:10 GMT

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Re: Devices keep losing connection

david7892003 — Mon, 26 Jan 2026 13:12:26 GMT

it is a general issue, sonos is in living room, blink doorbell is in hall , main desktop computer is upstairs. Happens to them all

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 13:14:26 GMT

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 13:14:38 GMT

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Re: Devices keep losing connection

david7892003 — Mon, 26 Jan 2026 13:16:33 GMT

OK but i have done at least 4 line tests previously with no result. Carry on

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 13:17:11 GMT

I can see that your broadband connection is stable and there are no issues showing on the line.

The broadband connection covers the physical cabling into your home and the router from outside your premises, so as that is working the issue you're experiencing is likely to be due to a WiFi problem, or other issue in your home.

I can guide you through checks which should help identify the issue and resolve if possible

Our tests aren’t showing any faults currently. However, I would recommend Total Home WiFi to ensure good WiFi coverage in your home. This service provides boosters that extend your WiFi coverage throughout your home.

Would you like to know more about your upgrade options?

Re: Devices keep losing connection

david7892003 — Mon, 26 Jan 2026 13:23:12 GMT

No not really as for the last 6 years everything has been fine. We are only experiencing the issue over the last few months, How much would talktalk want for the upgrade?

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 13:26:15 GMT

I'll need you to perform some checks. Can you tell me what type of device you are using when you experience problems?

If the problem you're experiencing is affecting more than one device, what's the main device you can use for testing with me now?

Re: Devices keep losing connection

david7892003 — Mon, 26 Jan 2026 14:55:57 GMT

i am using a lenovo laptop at the moment if you need to test using that, Connected by wifi approx 20 fee from the router

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 14:56:49 GMT

Do you know the type of Operating System is in use on your Laptop?

Re: Devices keep losing connection

david7892003 — Mon, 26 Jan 2026 14:57:20 GMT

win 11

Re: Devices keep losing connection

amahle-TT — Mon, 26 Jan 2026 14:57:55 GMT

Thank you, are the devices you are experencing problems with connected to the Internet through WiFi or via an Ethernet cable connection, wired directly to your router or a combination of both?

Re: Devices keep losing connection

david7892003 — Mon, 26 Jan 2026 15:00:49 GMT

it is only devices connected by wifi that drop out. I have a TV and Manhattan tv box both hard wired with cat 5e and i have no issues with these

Re: Devices keep losing connection

siphosethu-TT — Mon, 26 Jan 2026 15:04:16 GMT

Thanks for confirming.

Re: Devices keep losing connection

siphosethu-TT — Mon, 26 Jan 2026 15:05:34 GMT

Could you please tell me if you have a laptop or a computer which is currently physically connected to the router (uses the Yellow cable) or a computer/laptop that could be connected like this if needed?

This will be helpful in diagnosing whether the issue is being caused by your wireless network - don't worry if you don't, we can still continue with diagnostics.