topic Re: Fibre 65 Internet keep going off. in Fibre

Fibre 65 Internet keep going off.

Max2021 — Mon, 26 Aug 2024 17:25:02 GMT

My internet keeps going off intermittently for a few months now,i wasn,t so bothered until i got cameras inside and outside the house i had a live chat on Saturday and they said to reset my router and monitor the situation it,s gone off the 24,25, and twice today i would like a new router sent out to see if thats the problem otherwise i will move to a new provider sry it,s so long.

Re: Fibre 65 Internet keep going off.

ferguson — Mon, 26 Aug 2024 17:33:07 GMT

It will help if you work your way through all the steps in the help article, including connecting to the test socket:

https://community.talktalk.co.uk/t5/Articles/What-to-do-if-your-internet-is-down/ta-p/2205297

Which make/model of router do you have?

Re: Fibre 65 Internet keep going off.

Max2021 — Mon, 26 Aug 2024 17:47:43 GMT

Went through all the steps a few times,my router is an Huawei.

Re: Fibre 65 Internet keep going off.

ferguson — Mon, 26 Aug 2024 18:19:47 GMT

OK, thanks for that. One more thing: make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team can link your forum identity with your account and then wait for them to respond.

Re: Fibre 65 Internet keep going off.

Max2021 — Mon, 26 Aug 2024 18:42:28 GMT

No i will live chat with them,not putting private details on here.

Re: Fibre 65 Internet keep going off.

ferguson — Mon, 26 Aug 2024 19:04:08 GMT

I am not asking you to put your private details on here, I am asking you to put them in your personal profile where only you and TalkTalk can see them.

Re: Fibre 65 Internet keep going off.

Anonymous — Tue, 27 Aug 2024 06:32:54 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault. Can I just confirm, do any of the lights change on the ONT when your connection drops? We have a new version of firmware for the router, would you like to try this first to see how the connection compares?

Michelle

Re: Fibre 65 Internet keep going off.

Max2021 — Tue, 27 Aug 2024 06:53:03 GMT

Yes please the connection goes off not just drops and i have to reconnect it manualy.

Re: Fibre 65 Internet keep going off.

Debbie-TalkTalk — Tue, 27 Aug 2024 07:03:10 GMT

HI @Max2021

Can I just check, are you using the Huawei WIFI hub?

Re: Fibre 65 Internet keep going off.

Max2021 — Tue, 27 Aug 2024 07:09:23 GMT

Hi yes it is huawei router.

Re: Fibre 65 Internet keep going off.

Anonymous — Tue, 27 Aug 2024 07:15:03 GMT

Hello,

My apologies, the FW is only for the Sagemcom router. Would you like us to send a Sagemcom wifi hub instead to see how the connection compares?

Thanks

Michelle

Re: Fibre 65 Internet keep going off.

Max2021 — Tue, 27 Aug 2024 07:16:45 GMT

Yes please.

Re: Fibre 65 Internet keep going off.

Anonymous — Tue, 27 Aug 2024 07:27:38 GMT

Hello,

The replacement router is on the way and should arrive within the next 24-48hrs. Please let us know how you get on.

Thanks

Michelle

Re: Fibre 65 Internet keep going off.

Anonymous — Thu, 29 Aug 2024 07:05:54 GMT

Hi Max,

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

Thanks

Michelle

Re: Fibre 65 Internet keep going off.

Max2021 — Thu, 29 Aug 2024 09:36:48 GMT

No not yet.

Re: Fibre 65 Internet keep going off.

Anonymous — Thu, 29 Aug 2024 10:01:04 GMT

Hello again,

Ok, hopefully it will arrive today or tomorrow.

Thanks

Michelle

Re: Fibre 65 Internet keep going off.

Max2021 — Fri, 30 Aug 2024 11:55:24 GMT

I have set the router up and it has lost it,s connection again so it,s not the router could it be the switch on the wall,fed up of having to reconnect it.

Re: Fibre 65 Internet keep going off.

Max2021 — Sat, 31 Aug 2024 07:32:57 GMT

Updated: 07:23 on 31/08/2024

You have an open case and we are working to fix it. Check back in a few days.

We’ve opened a case

Updated: 07:23 on 31/08/2024

We’ve opened a repair case to investigate any potential issue with your connection.

We’re looking into it and should have an update in the next 5 minutes.

Come back to this timeline to see all future updates on your case.

About your case

Description

This case is open

Status

In-progress

Date reported

31/08/2024

Reference number

REP-14696168

obviously there is still a problem is someone going to fix this issue.

Re: Fibre 65 Internet keep going off.

Gliwmaeden2 — Sat, 31 Aug 2024 08:11:45 GMT

Staff will not be back on here before Monday, @Max2021.

Support can be reached by contacting Talktalk directly. Opening hours are listed near the foot of this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Fibre 65 Internet keep going off.

Max2021 — Sat, 31 Aug 2024 08:16:30 GMT

Thank you.