topic Re: No consistent internet connection in Full Fibre

No consistent internet connection

lamia1 — Wed, 11 Dec 2024 17:23:03 GMT

Hello,

Over the past few days, I’ve been experiencing connectivity issues with my TalkTalk router, which has prevented me from accessing the internet. I was informed that my old router might be the cause and was sent a replacement, which I set up last night. However, since then, I've only been able to stay connected for 30-60 minutes before the connection drops (white light remains).

Today, I’ve spoken with three TalkTalk assistants who have performed a full reset and tested the line, but after each reset, the connection lasts only 20 minutes to an hour before failing again.

Could you please assist in resolving this ongoing issue?

Thanks

Re: No consistent internet connection

Anonymous — Wed, 11 Dec 2024 17:32:19 GMT

When you lose connection which lights do you see on the ONT?

Re: No consistent internet connection

lamia1 — Wed, 11 Dec 2024 17:38:09 GMT

All three remain on.

Re: No consistent internet connection

Anonymous — Wed, 11 Dec 2024 17:40:36 GMT

Just to clarify you have never seen the red Alarm light illuminate when you are having these issues?

Re: No consistent internet connection

ferguson — Wed, 11 Dec 2024 17:54:52 GMT

@lamia1

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: No consistent internet connection

lamia1 — Wed, 11 Dec 2024 17:55:43 GMT

I've never seen a red alarm light appear.

Re: No consistent internet connection

lamia1 — Wed, 11 Dec 2024 18:03:18 GMT

Thanks for reminding me to do that!

Re: No consistent internet connection

ferguson — Wed, 11 Dec 2024 18:10:44 GMT

No worries, the support team should pick this up tomorrow.

Re: No consistent internet connection

nikola77 — Wed, 11 Dec 2024 21:20:00 GMT

I’ve got the same problem! Did u fix it? It all working now?

Re: No consistent internet connection

lamia1 — Wed, 11 Dec 2024 23:54:24 GMT

No my router is still not working correctly. I chatted to one of the advisors this evening who has now passed the issue onto another office and someone should be in touch in over the next few days. I also tried another non- talktalk router (borrowed from a friend) and I am able to connect with no issues. So for now it seems like an issue with their router.

Re: No consistent internet connection

ferguson — Wed, 11 Dec 2024 23:58:45 GMT

@nikola77

It's not necessarily the same problem, even thought it may appear similar. Please wait for a response on your own topic, every customer is dealt with individually.

Re: No consistent internet connection

Chris-TalkTalk — Thu, 12 Dec 2024 10:27:20 GMT

Hi lamia1,

Connection seems to have been stable so far today, which router do you currently have connected?

Chris

Re: No consistent internet connection

lamia1 — Thu, 12 Dec 2024 11:42:09 GMT

I'm still using a third-party router as I have a few online meetings today. I will try the TalkTalk one later today to test it out again and provide an update.

Re: No consistent internet connection

Karl-TalkTalk — Thu, 12 Dec 2024 11:48:12 GMT

No Problem 🙂

Karl

Re: No consistent internet connection

lamia1 — Fri, 13 Dec 2024 10:42:52 GMT

Just a quick update. I switched back to the TalkTalk router, but the issue remains. I was able to get access for about 35 min before it dropped again.

Re: No consistent internet connection

Anonymous — Fri, 13 Dec 2024 10:49:51 GMT

Morning,

We're currently looking into this with our Devices Team. Just to confirm, it only happens with the TalkTalk router? The connection is 100% stable with the 3rd party router? What is the make and model of the TT router please? Did this only start at the beginning of the week? Has the router been working fine prior to this?

Thanks

Michelle

Re: No consistent internet connection

lamia1 — Fri, 13 Dec 2024 11:45:35 GMT

This issue seems to occur when I am connected to the TT router. The third-party router that I have temporarily been using seems to provide me with stable access (it has never dropped).

The issue first occurred on 6/12, and I was sent a new router, which I then set up on 10/12. Prior to the 6/12, everything was working fine.

TT make: Sagemcom

TT model: FAST 5464-2.T4

Thanks

Re: No consistent internet connection

Anonymous — Fri, 13 Dec 2024 11:53:51 GMT

Hi,

Would it be possible to connect the TT router again for 20 minutes so we can check the router logs please?

Thanks

Michelle

Re: No consistent internet connection

lamia1 — Fri, 13 Dec 2024 13:02:45 GMT

I've turned it back on now.

Re: No consistent internet connection

Chris-TalkTalk — Fri, 13 Dec 2024 14:39:29 GMT

Thanks for that. We are currently looking into this, we'll let you know when we have an update

Chris