topic Re: 5 months of our broadband constantly dropping out in Fibre

5 months of our broadband constantly dropping out

Carole70 — Thu, 18 Apr 2024 20:40:03 GMT

I've had a few online chats with very little success. I have to reboot my router several times a day. I bought an extender to see if that would help and it hasn't. The white light is always on the router yet my sky box is saying we don't have any Internet connection. Our phones and laptop also keep losing connection. I do tests regularly it'll say that there is a problem but then that it's been fixed. I'm at the end of my tether with this problem. I would like an engineer to come and check my master socket and the wires coming into my house but I've not had any success with this request. I have been with talk talk for years and not had connectivity problems like this before.

Re: 5 months of our broadband constantly dropping out

Debbie-TalkTalk — Fri, 19 Apr 2024 05:40:20 GMT

Hi Carole70

I'm really sorry to hear this.

The line tests are clear - No faults detected.

Have we recently sent you a new router for testing?

Re: 5 months of our broadband constantly dropping out

Carole70 — Fri, 19 Apr 2024 06:55:31 GMT

This is the problem, testing sometimes shows a fault and then it's fine!!! Ive done everything you guys have asked of me, but I'm having to reboot my router several times a day and before you say to turn it off for 20-30 mins I do that also.

No I haven't been offered another router for testing.

I've been told my router is fine although when I have no Internet my router is still shining the white light, it never flashes orange. The only time it ever flashes is when I reboot it.

Re: 5 months of our broadband constantly dropping out

Debbie-TalkTalk — Fri, 19 Apr 2024 07:00:00 GMT

Hi Carole70

I think we should send a replacement router for testing so we can rule this out.

Would you like me to arrange this?

Re: 5 months of our broadband constantly dropping out

Carole70 — Fri, 19 Apr 2024 07:03:03 GMT

That would be great, yes please Debbie.

Re: 5 months of our broadband constantly dropping out

Debbie-TalkTalk — Fri, 19 Apr 2024 07:06:57 GMT

Hi Carole70

No problem 🙂

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: 5 months of our broadband constantly dropping out

Carole70 — Fri, 19 Apr 2024 07:08:05 GMT

OK thanks and I will

Thank you Debbie

Re: 5 months of our broadband constantly dropping out

Debbie-TalkTalk — Fri, 19 Apr 2024 07:10:40 GMT

Hi Carole70

Thank you 🙂

I will check in again with you next week to see how the connection is performing with the new router.

Debbie

Re: 5 months of our broadband constantly dropping out

Debbie-TalkTalk — Tue, 23 Apr 2024 07:23:35 GMT

Hi @Carole70

Have you received the router?

Re: 5 months of our broadband constantly dropping out

Carole70 — Tue, 23 Apr 2024 16:13:16 GMT

Hello Debbie

Yes I have received the new router and touch wood are connection seems to be back to normal. Long may it continue

Thank you

Carole

Re: 5 months of our broadband constantly dropping out

Debbie-TalkTalk — Wed, 24 Apr 2024 04:50:49 GMT

Hi @Carole70

That's great news 🙂

If you do experience any further issues then please let us know.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie