topic Connection dropout in Fibre

Connection dropout

Christianjward2 — Thu, 16 Feb 2023 22:37:12 GMT

Hello,

I’ve had my wifi hub for a few years now and it’s developed an issue whereby the internet connection drops out every 2 days. And I mean exactly every 2 days. I’ve logged into the hub and watched the connection timer tick up to precisely 2:00:00 days and at that point the internet drops out. Every time. I’ve tried all the obvious stuff, restore factory settings etc. but nothing has solved it. I’ve put a timer on the power plug so the hub powers off for 15mins overnight which has got round the problem but it would be nice to have this fixed. Perhaps I need a new hub?
Cheers,

Christian

Re: Connection dropout

Anonymous — Fri, 17 Feb 2023 07:04:17 GMT

Morning,

I'm sorry to hear this. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: Connection dropout

Christianjward2 — Fri, 17 Feb 2023 10:40:00 GMT

Hi Michelle,

Thanks for getting back to me so quickly. Yes, please send a replacement router as you suggest.

Many thanks,

Christian

Re: Connection dropout

Debbie-TalkTalk — Fri, 17 Feb 2023 10:46:22 GMT

Hi Christian

Please can you add your name and TalkTalk landline number to your Community Profile, I can then send the replacement router.

Thanks

Debbie

Re: Connection dropout

Christianjward2 — Fri, 17 Feb 2023 10:55:59 GMT

Hi Debbie,

I’ve added the information to my profile. Please can you pass on any tracking/delivery info for the router so I keep track of the delivery?
Thanks,

Christian

Re: Connection dropout

Debbie-TalkTalk — Fri, 17 Feb 2023 11:32:28 GMT

Hi Christian

I've ordered the router but the tracking number has not been generated as yet but you should receive a text message.

You should receive this within the next 24-48hrs.

Thanks

Debbie

Re: Connection dropout

Debbie-TalkTalk — Wed, 22 Feb 2023 14:37:05 GMT

Hi Christian

Have you received the replacement router?

Re: Connection dropout

Christianjward2 — Wed, 22 Feb 2023 21:34:40 GMT

Hi Debbie,

Yes, I’ve received the replacement router and it’s been up and running for just over 3 days now without any connection dropouts, so I’m hopeful this has solved the problem.

Shall I return my old router or dispose of it at the local recycling centre?

Re: Connection dropout

Debbie-TalkTalk — Thu, 23 Feb 2023 07:11:17 GMT

Hi Christian

That's great 🙂

Did you receive a returns bag? If you did then please can you return the old router using the pre paid returns bag.

Thanks again.

Debbie

Re: Connection dropout

Christianjward2 — Thu, 23 Feb 2023 17:45:21 GMT

Hi Debbie,

Yes I received a returns bag, I’ll send the old router back as you say.

Thanks,

Christian

Re: Connection dropout

Anonymous — Fri, 24 Feb 2023 06:22:10 GMT

Morning,

Great thanks for confirming and please let us know if you need any assistance 🙂

Thanks