topic Re: Dropping internet connection in Fibre

Dropping internet connection

nemisis122 — Sun, 07 May 2023 19:53:11 GMT

Hey folks im having some issues that have been on and off the past few weeks and ive had no luck with the chat or phone on resolving my issues , my internet drops connection at random sometimes it might be once a day and doesn't happen again for a few weeks and sometimes much like this week its multiple times a day , my internet will work at a bare minimum even though all speed tests say i have great speeds web pages will take forever to load

Re: Dropping internet connection

KeithFrench — Sun, 07 May 2023 20:49:40 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 is the exact status of the lights on the front of the router when this happens?

Re: Dropping internet connection

nemisis122 — Sun, 07 May 2023 20:52:40 GMT

Super router and I'm unsure what the lights are when this happens

Re: Dropping internet connection

KeithFrench — Sun, 07 May 2023 20:56:59 GMT

The term super router covers at least three routers of different makes & models, hence why I need to know this. Without knowing what the lights are doing, I have no way of knowing if the problem is between the router & the line or internally in your property.

Re: Dropping internet connection

nemisis122 — Sun, 07 May 2023 20:59:35 GMT

Oh my mistake, DG8041W

Re: Dropping internet connection

KeithFrench — Sun, 07 May 2023 21:01:27 GMT

That is one of the WiFi hubs, not a super router. Thanks for that info, now I just need to know what the one light does when you have the problem.

Re: Dropping internet connection

Debbie-TalkTalk — Mon, 08 May 2023 08:19:31 GMT

Hi nemisis122

Sorry for the delay. Can I just check, have you added the correct landline number to your Community Profile? (please don't post the number on this thread)

Thanks

Debbie

Re: Dropping internet connection

nemisis122 — Mon, 08 May 2023 08:22:23 GMT

Yes I have the correct landline added

Re: Dropping internet connection

Debbie-TalkTalk — Mon, 08 May 2023 08:31:04 GMT

Hi nemisis122

Ok thank you for confirming. Do you have a FTTP connection?

Re: Dropping internet connection

nemisis122 — Mon, 08 May 2023 08:33:33 GMT

No our connection is fibre to our cabinet

Re: Dropping internet connection

Debbie-TalkTalk — Mon, 08 May 2023 08:37:23 GMT

Hi nemisis122

It's not letting me run a line test. Would you like me to send a different router for testing so we can rule this out first?

Re: Dropping internet connection

nemisis122 — Mon, 08 May 2023 08:38:21 GMT

Yeah that would be great thank you !

Re: Dropping internet connection

Debbie-TalkTalk — Mon, 08 May 2023 08:54:35 GMT

Hi nemisis122

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Dropping internet connection

Anonymous — Thu, 11 May 2023 07:15:28 GMT

Morning,

How are you getting on?

Thanks

Re: Dropping internet connection

nemisis122 — Thu, 11 May 2023 07:53:11 GMT

Haven't received the router yet

Re: Dropping internet connection

Anonymous — Thu, 11 May 2023 07:55:30 GMT

Hello,

Ok, hopefully it will arrive in the next 24hrs. We'll check back in with you again.

Thanks

Re: Dropping internet connection

Debbie-TalkTalk — Fri, 12 May 2023 05:11:22 GMT

Hi nemisis122

Did you receive the router yesterday?

Re: Dropping internet connection

Debbie-TalkTalk — Mon, 15 May 2023 09:39:53 GMT

Hi nemisis122

How are you getting on, did you receive the router?

Re: Dropping internet connection

nemisis122 — Mon, 15 May 2023 11:48:43 GMT

I have received the router and I've not had any problems for over a week

Re: Dropping internet connection

Debbie-TalkTalk — Mon, 15 May 2023 12:40:11 GMT

Hi nemisis122

That's great news 🙂

Please let us know if you do experience any further issues.

Thanks

Debbie