topic Re: Being discounted watching tv every 10 minutes in TV

Being disconnected watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 10:37:53 GMT

Hi, since last week, my router is rebooting while watching tv. The amber light starts flashing and I then lose connection. Very frustrating! I have switched off for 5 minutes, but still get the same issue.

I recently received correspondence to say my router was no longer supported by yourselves, so can you please send me a replacement one which is.

Thanks very much

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 08:06:40 GMT

Hi there ChristoffBas. I am very sorry to hear this. I will look into this for you. Please confirm if you are messaging us from home, where the TalkTalk services are installed. Thanks

Re: Being discounted watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 08:20:42 GMT

Hi, thanks - yes I am messaging from home where the TalkTalk services are installed.

ChristoffBas

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 08:25:06 GMT

Thank you very much for confirming, I will need to run checks for you to determine the cause of the issue, just to confirm as you did mention in your original message that the amber light starts flashing and you then lose connection, you can say that you are experiencing dropping connection so that I can run relevant tests to your issue?

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 08:25:55 GMT

Re: Being discounted watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 08:42:57 GMT

Yes, please run the tests and let me know.

Thanks very much

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 08:45:32 GMT

No worries, we will get to the bottom of this:)

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: Being discounted watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 09:20:54 GMT

No I don't.

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 10:20:35 GMT

Openreach has a dedicated team to deal with vulnerable customers, and these are identified as Emergency Welfare Cases. An Emergency Welfare Case is where the customer has a life-threatening illness and applies to repair cases that have a total loss of service In-life or in a provisioned state that requires the urgent restoration of service.

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

Re: Being discounted watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 10:37:10 GMT

Yes they will as we will use our mobiles.

Can you keep me updated please with your tests.

Thanks

Chris

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 10:38:19 GMT

No worries, as I am running tests I will need you to answer some questions for me Chris:)

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: Being discounted watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 10:51:45 GMT

It is literally just the router which keeps flashing to amber and losing connection, while it reboots. I have only noticed it while watching TV at the moment.

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 10:53:57 GMT

Alright, just to confirm does the problem occur everywhere you try to use the wifi?

Re: Being discounted watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 11:15:19 GMT

Yes, when the router is re-setting, any device connected to it will be disconnected too.

Chris

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 11:16:21 GMT

Thank you very much for letting me know. 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: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 11:17:50 GMT

Thank you so much for your patience:) Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

Re: Being discounted watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 11:39:55 GMT

We don't use our landline, only mobiles.

It is really only noticeable when we're watching TV as we can see the usual constant white status light on the router, start flashing to orange while it reboots/resets. It then obviously interrupts the TV on demand/catch-up service until the router resets.

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 11:41:03 GMT

Noted! Do you regularly turn your broadband router off? For example, do you switch your router off at night?

Re: Being discounted watching tv every 10 minutes

ChristoffBas — Mon, 07 Apr 2025 12:44:42 GMT

No, the router stays on all the time unless I have to reboot it, if the connection keeps dropping.

Re: Being discounted watching tv every 10 minutes

nambuso-TT — Mon, 07 Apr 2025 12:46:05 GMT

Thank you very much for confirming.

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?