topic Re: Internet dropping off in Fibre

Internet dropping off

Col1n — Sun, 14 Apr 2024 15:10:12 GMT

Hi All,

My internet keeps dropping off at random times for no apparent reason. It's got to the point where it's starting to bug me now. If I reboot the router it usually comes back on but it's getting a chore now keep getting to it to reboot! It's a Fast 5364-3.TB on Fibre 65

Could it be the router at fault?

Thanks.

Re: Internet dropping off

ferguson — Sun, 14 Apr 2024 17:01:53 GMT

Have you tried the usual checks such as connecting directly at the test socket, or noticed any issues with the voice side such as noise on the line?

Subject to that, the support team here will respond as soon as they can when they are ack onlinev on Monday.

Re: Internet dropping off

Col1n — Mon, 15 Apr 2024 07:15:08 GMT

Yes, I have tried the usual checks and haven’t noticed any issues with noise on the line.

Re: Internet dropping off

Debbie-TalkTalk — Mon, 15 Apr 2024 07:29:08 GMT

Hi Col1n

I'm really sorry to hear this.

The line test is clear, no faults detected. Would you like me to send a replacement router so we can rule this out?

Re: Internet dropping off

Col1n — Mon, 15 Apr 2024 07:33:15 GMT

That would be great thanks Debbie.

Re: Internet dropping off

Debbie-TalkTalk — Mon, 15 Apr 2024 07:39:36 GMT

HI Col1n

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: Internet dropping off

Col1n — Thu, 18 Apr 2024 07:03:26 GMT

Hi Debbie,

The new router arrived yesterday evening, I installed it straight away and I know it’s early days but so far so good!

I'll let you know how it goes.

Thanks,

Colin.

Re: Internet dropping off

Debbie-TalkTalk — Thu, 18 Apr 2024 07:08:53 GMT

Hi Colin

That's great news 🙂

I will check in again with you on Monday to see how the connection has been with the new router.

Thanks

Debbie

Re: Internet dropping off

Debbie-TalkTalk — Mon, 22 Apr 2024 07:16:07 GMT

Hi Colin

How's the connection been over the weekend?

Re: Internet dropping off

Col1n — Mon, 22 Apr 2024 16:14:15 GMT

Hi Debbie,

So far so good, it seems much better with the new router.

Thanks for your help.

Colin.

Re: Internet dropping off

Debbie-TalkTalk — Tue, 23 Apr 2024 05:34:56 GMT

Hi @Col1n

I'm so glad to hear this 🙂

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