topic Re: Internet dropping off & on throughout the day in Fibre

Internet dropping off & on throughout the day

CaptainKid1 — Wed, 03 Apr 2024 10:02:04 GMT

I've been with TalkTalk for many, many years with very few issues. I updated to fibre 65 (well over a year ago) and had the box fitted and got a newer Sagemcom 5364 and all has been well.

However recently the modem appears to re-set itself every few hours making both wired and wireless internet stop and then re-start. TalkTalk have tested the line and found no fault and I have changed the channel number to one that no-one near is using (I know that's for the wi-fi side only - but had to try something) so I think that the modem has a problem.

How do I request a new router or is there something else I can try to resolve this irritating issue ?

Re: Internet dropping off & on throughout the day

Chris-TalkTalk — Wed, 03 Apr 2024 10:36:14 GMT

Hi CaptainKid,

Have you noticed if the light changes on the router when the connection drops?

Chris

Re: Internet dropping off & on throughout the day

CaptainKid1 — Thu, 04 Apr 2024 08:16:03 GMT

Hi Chris,

We haven't noticed that because the router is upstairs (where the two main computers are hard wired in) and when it drops we aren't always near it. We may be in the kitchen listening to the WiFi Amazon dot and/or watching catch up on the hard wired TV box or streaming on the bedroom WiFi Smart TV when the internet drops and by the time we'd have got to it, it would have normally re-connected again so I presume the light would be 'normal' again ?

Re: Internet dropping off & on throughout the day

Chris-TalkTalk — Thu, 04 Apr 2024 08:30:42 GMT

OK thanks. Could you check the telephone number in your community profile and confirm that it's your current TalkTalk landline number

Thanks

Chris

Re: Internet dropping off & on throughout the day

CaptainKid1 — Thu, 04 Apr 2024 09:00:54 GMT

I only set this profile up yesterday so yes, it is correct.

I'm having to use next doors Sky wifi as the internet has stopped, again, and so I can confirm the light on the router has remained the same colour.

Couldn't log in

Re: Internet dropping off & on throughout the day

Chris-TalkTalk — Thu, 04 Apr 2024 09:42:07 GMT

Thanks, have the lights on the ONT changed?

Chris

Re: Internet dropping off & on throughout the day

CaptainKid1 — Thu, 04 Apr 2024 11:01:46 GMT

They appear to be normal (three on one flickering - all green) however they are not in full view so I need to objectively check them next time it happens . . .

Re: Internet dropping off & on throughout the day

Chris-TalkTalk — Thu, 04 Apr 2024 11:06:28 GMT

OK thanks

Re: Internet dropping off & on throughout the day

CaptainKid1 — Thu, 04 Apr 2024 11:49:09 GMT

It's just done it again and all 4 green lights are still on the ONT and the TalkTalk router is on and white but the wired computer is showing this again;

Screen Shot

Re: Internet dropping off & on throughout the day

Chris-TalkTalk — Thu, 04 Apr 2024 11:53:22 GMT

OK thanks. I think we should try another router, would you like me to send one?

Chris

Re: Internet dropping off & on throughout the day

CaptainKid1 — Thu, 04 Apr 2024 11:54:50 GMT

That would be ideal, thanks.

Re: Internet dropping off & on throughout the day

Chris-TalkTalk — Thu, 04 Apr 2024 11:57:55 GMT

OK, I'll order the router, it should be with you within a couple of working days

Chris

Re: Internet dropping off & on throughout the day

Anonymous — Mon, 08 Apr 2024 07:19:19 GMT

Morning,

Just checking back in to see if the replacement router has arrived?

Thanks

Michelle

Re: Internet dropping off & on throughout the day

CaptainKid1 — Mon, 08 Apr 2024 14:43:02 GMT

Yes thanks, It fitted through the letter box too, which was a bonus.

All plugged in and set up and so far . . . . it hasn't dropped signal, although we will obviously keep an eye on it.

Thank you (all) for your rapid help so far !

Re: Internet dropping off & on throughout the day

Anonymous — Tue, 09 Apr 2024 05:35:05 GMT

Good morning,

I'm glad to hear this. We'll check back in with you at the end of the week just to ensure that your connection has remained stable.

Thanks

Michelle

Re: Internet dropping off & on throughout the day

Anonymous — Thu, 11 Apr 2024 05:46:17 GMT

Morning,

How has your connection been over the last 48hrs?

Thanks

Michelle

Re: Internet dropping off & on throughout the day

CaptainKid1 — Fri, 12 Apr 2024 07:47:57 GMT

So far so good, looks like 'case closed'. Thanks for all the help and all sorted in a reasonable amount of time too.

Re: Internet dropping off & on throughout the day

Chris-TalkTalk — Fri, 12 Apr 2024 10:26:24 GMT

That's great news CaptainKid1, thanks for letting us know 🙂

Chris