topic Re: Internet connection keeps dropping in Full Fibre

Internet connection keeps dropping

ajmumf184 — Wed, 11 Dec 2024 10:05:04 GMT

I have had a problem with internet connection dropping since Friday (6th December). If I restart the router, the connection comes back, but it drops again after a few hours. We haven't changed anything about our setup, and I've not had this problem before.

To get this resolved I have tried the live chat, I've had two online chats with agents (on Sunday and yesterday), they've checked everything and I've reset the router each time, but the problem persists.

Today I tried the online chat again but it timed out (while I was waiting for the agent - I hadn't been asked for any information so I wasn't being slow to respond), and it wouldn't reconnect me.

I really need to get this resolved - I suspect an issue with the router is the problem, but resetting the router hasn't helped.

Please can you help me to get this fixed?

Re: Internet connection keeps dropping

Anonymous — Wed, 11 Dec 2024 10:15:49 GMT

Good morning,

I'm sorry to hear this and I will take a look now. I've run a test on your line which has detected - Service is OK in the Openreach network.

Can I just check if any of the lights are changing on the ONT on the wall when this happens please? If not then I think we should send a replacement router to rule this out as no faults have been detected.

Thanks

Michelle

Re: Internet connection keeps dropping

ajmumf184 — Wed, 11 Dec 2024 10:32:35 GMT

I did look at the ONT lights on Sunday with the first agent I spoke to, and they were all green as expected. So I do think it is an issue with the router. Thank you.

Re: Internet connection keeps dropping

Debbie-TalkTalk — Wed, 11 Dec 2024 10:44:51 GMT

Hi @ajmumf184

I've ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Internet connection keeps dropping

ajmumf184 — Wed, 11 Dec 2024 10:53:50 GMT

Thank you very much for your help.

Re: Internet connection keeps dropping

Anonymous — Wed, 11 Dec 2024 11:10:41 GMT

Hello again,

No problem. We'll check back in with you on Friday to see how you're getting on.

Thanks

Michelle 🙂

Re: Internet connection keeps dropping

IAN85 — Thu, 12 Dec 2024 19:28:23 GMT

I'm having the same issue since then it looses connection wifi and LAN from the router, are you around buckinghamshire?

Re: Internet connection keeps dropping

Anonymous — Thu, 12 Dec 2024 19:38:05 GMT

I'm having the same issue since then it looses connection wifi and LAN from the router, are you around buckinghamshire?

Best to open your own thread support wont deal with your issue in another customers thread.

Re: Internet connection keeps dropping

IAN85 — Thu, 12 Dec 2024 19:38:40 GMT

done thanks

Re: Internet connection keeps dropping

Chris-TalkTalk — Fri, 13 Dec 2024 07:12:40 GMT

Hi ajmumf184, how are you getting on?

@IAN85, I've replied on your thread

Chris

Re: Internet connection keeps dropping

ajmumf184 — Fri, 13 Dec 2024 10:05:07 GMT

Hi Chris,

Just waiting for the new router to arrive which will hopefully be sometime today. Once we've got it set up I'll report back!

Thanks

Re: Internet connection keeps dropping

Chris-TalkTalk — Fri, 13 Dec 2024 10:12:33 GMT

OK thanks 🙂

Re: Internet connection keeps dropping

ajmumf184 — Tue, 17 Dec 2024 12:39:15 GMT

Hello again,

I set up the new router when it arrived on Friday. However, we still have the same problem. Every day the internet connection drops. It usually starts to happen after 4 pm. It probably drops two or three times between 4 pm and 10 pm (when we go to bed, I don't know what happens after that). It tends to be ok through the morning and early afternoon. I really don't know what the problem is, but the new router hasn't solved the issue, unfortunately.

Would appreciate your help.

Thanks.

Re: Internet connection keeps dropping

Anonymous — Tue, 17 Dec 2024 12:58:33 GMT

Good afternoon,

I'm sorry to hear this. Does the light still remain white on the router when your connection drops please?

Thanks

Michelle

Re: Internet connection keeps dropping

ajmumf184 — Tue, 17 Dec 2024 14:09:41 GMT

Yes, the white light does stay on when the connection drops.

Re: Internet connection keeps dropping

Anonymous — Tue, 17 Dec 2024 14:17:28 GMT

Hello,

Thanks for confirming. Our team are currently investigating the white light/no connection issue and I'll post back here to confirm as soon as the team come back to us with an update or resolution.

Michelle

Re: Internet connection keeps dropping

ajmumf184 — Tue, 17 Dec 2024 14:18:30 GMT

Yes, the white light does stay on the router when the internet connection drops.

Re: Internet connection keeps dropping

Debbie-TalkTalk — Wed, 18 Dec 2024 06:55:07 GMT

Hi @ajmumf184

This is the latest update on this fault.

Update 8:40PM December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Re: Internet connection keeps dropping

ajmumf184 — Wed, 18 Dec 2024 09:45:12 GMT

That sounds promising - thank you for keeping me updated.

Re: Internet connection keeps dropping

Debbie-TalkTalk — Wed, 18 Dec 2024 10:07:58 GMT

Hi @ajmumf184

No problem. Additional updates will also show here Service Status | TalkTalk Help & Support (under Broadband connection half way down the page)