topic Re: New Router required in Fibre

New Router required

dooosuk — Fri, 14 Nov 2025 10:52:22 GMT

I seem to recall seeing support on here being able to provider customer with a new router. I need a new router please. The signal keeps dropping out constantly after a period of time. If I unplug it for a few days and then start using it again, it'll work for a while but will then start dropping the connection again.

Using a really really old router gets me online currently but slow.

Thanks

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 10:59:12 GMT

Hi there @dooosuk I would love to assist you with your query, however we will need to complete diagnostic checks first to detect if there is a fault with your router. Are you messaging us from home?

Re: New Router required

dooosuk — Fri, 14 Nov 2025 11:18:01 GMT

I am, but currently thethered on my mobile as I've had to unplug the router.

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 11:19:57 GMT

Can you please plug your router and we will start diagnostic checks.

Re: New Router required

dooosuk — Fri, 14 Nov 2025 11:20:51 GMT

Plugged in now.

I've ran fault tests on my line the last few times I've experienced the issue but all have come back with no problems detected.

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 11:24:18 GMT

I am sorry to hear that, can you please confirm the issue you are currently experiencing is it slow speeds or dropping connection?

Re: New Router required

dooosuk — Fri, 14 Nov 2025 11:32:32 GMT

As per original post, the signal keeps dropping out constantly after a period of time. It drops, then reconnectes, drops, reconnects so that it's unusable. If I unplug it for a few days and then start using it again, it'll work for a while but will then start dropping the connection again.

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 11:38:53 GMT

Do you have any active monitoring for life threatening health reasons which is solely dependent upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Re: New Router required

dooosuk — Fri, 14 Nov 2025 11:41:38 GMT

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 11:42:18 GMT

Does the problem occur everywhere you try and use the Wi-Fi, or just in certain parts of the house - for example upstairs, or outside the house?

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 11:51:55 GMT

Issue occurs everywhere?
Issue only occurs in one or some locations?
Issue is not with Wi-Fi?
issue is with a single device?

Re: New Router required

dooosuk — Fri, 14 Nov 2025 11:53:12 GMT

Issue occurs everywhere? - Yes
Issue only occurs in one or some locations? - No
Issue is not with Wi-Fi? - No, it's the router...when I swap out to another old router it works again.
issue is with a single device? - No

Re: New Router required

dooosuk — Fri, 14 Nov 2025 11:54:23 GMT

I work in the same room as the wifi and have even wired the connection to the laptop. The connections still repeatedly drop even when on the wired connection until I swap out the router.

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 11:55:18 GMT

Thank you, I can see that your Internet connection is currently offline.

This means that your Internet, WIFI, Email or TV Service will not work properly.

Shall we fix that now?

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 11:58:11 GMT

You should be able to see the power light on the front of the router.

If this light is on, your router is receiving power.

Just to verify, is the router currently powered on?

Re: New Router required

dooosuk — Fri, 14 Nov 2025 12:04:36 GMT

Router is on. Light is white.

Yes, please fix the problem

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 12:05:43 GMT

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

Re: New Router required

dooosuk — Fri, 14 Nov 2025 12:10:51 GMT

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 12:12:05 GMT

Thank you, A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue, then I'll look at other potential causes.

Re: New Router required

mandisa1-TT — Fri, 14 Nov 2025 12:13:36 GMT

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the No Internet connection issue is resolved, I can assist you in reconnecting to the network.