topic Connection intermittent in Fibre

Connection intermittent

Davies231 — Wed, 20 Mar 2024 20:04:05 GMT

Hi,

In the past few weeks my connection keeps dropping out on all my devices. I tried contacting Talk talk and they said there was nothing wrong with the connection. In addition to this I've tried rebooting my router but nothing seems to be working. Has anyone had this issue and what did you do to remedy it?

Thanks!

Re: Connection intermittent

Divsec — Wed, 20 Mar 2024 21:40:32 GMT

Hi @Davies231 the team here will take a look for you tomorrow, your post has been escalated.

Re: Connection intermittent

Debbie-TalkTalk — Thu, 21 Mar 2024 07:11:39 GMT

HI Davies231

I'm really sorry to hear this.

The line test is clear and I can only see 1 re connection (recent)

Would you like me to send a replacement router for testing so we can rule this out?

Re: Connection intermittent

Davies231 — Fri, 22 Mar 2024 10:10:36 GMT

Hi Debbie,

That would be really helpful, as I haven't had any issue for the last couple of years and none of my devices have changed since I started experiencing the issue! How do I go about organising that?

Thanks!

Re: Connection intermittent

Arne-TalkTalk — Fri, 22 Mar 2024 10:59:57 GMT

Hi Davies231

I have requested a replacement to be sent to you.

Should be with you in few days

Regards

Re: Connection intermittent

Debbie-TalkTalk — Mon, 25 Mar 2024 08:55:40 GMT

Hi @Davies231

Have you received the replacement router?

Re: Connection intermittent

Davies231 — Mon, 25 Mar 2024 15:29:34 GMT

Hi Debbie,

Yes my router has arrived and I've had it plugged in since this morning: it seems to be working but I would like to leave it a few more days before confirming that.

How do I go about sending my old router back (or the new one if it doesn't fix my issue)?

Thanks!

Re: Connection intermittent

Debbie-TalkTalk — Tue, 26 Mar 2024 06:36:38 GMT

Hi Davies231

That's great. I will check in again with you on Thursday to see how the connection has been.

Did you receive a returns bag with the new router (for the old router to be returned)

Re: Connection intermittent

Davies231 — Tue, 26 Mar 2024 13:41:26 GMT

Hi Debbie,

No I didn't receive a returns bag with the new router.

Thanks!

Re: Connection intermittent

Debbie-TalkTalk — Tue, 26 Mar 2024 13:56:14 GMT

Hi Davies231

Apologies for this.

I've ordered a returns bag, please allow 48hrs for this to arrive.

Thanks

Debbie

Re: Connection intermittent

Debbie-TalkTalk — Tue, 02 Apr 2024 12:39:49 GMT

Hi @Davies231

How's the connection been? Have you received the returns bags?

Re: Connection intermittent

Davies231 — Wed, 10 Apr 2024 17:08:38 GMT

Hi Debbie,

It seems to be working fine now and I received the returns bag whilst I was away (hence the late reply!). Shall I put the old router in the box the new one came in before putting it in the returns bag, or just put the old router straight into the returns bag?

Thanks!

Re: Connection intermittent

Anonymous — Thu, 11 Apr 2024 05:31:47 GMT

Morning,

Thanks for the update 🙂 It would be ok to just put the router in the returns bag.

Thanks

Michelle