Broadband connection / wifi dropping / stability

[koumster]

Hi Community !

Since Weds 04th December 2024 we noticed that the broadband / WIFI has been locking up and going offline and I have had to manually power off and on the router to get reconnected to the network.

Can you please check that Wifi Optimisation on my Sagemcom Fast 5364 is still DISABLED, as this was causing me problems in the past and the Wifi Optimisation was DISABLED to solve the issue.

Refer to Post made by me on ‎14-02-2024 03:00 PM (Broadband connection dropping)

Regards,

[Debbie-TalkTalk]

Hi @koumster 

Apologies for this.

I have fed this back to our Devices Team who are looking into this issue further.

I will post back here as soon as I have further information.

Thanks

[koumster]

Hi Debbie, yes it does

[Debbie-TalkTalk]

Hi @koumster 

Can I just check, when the connection dropped out, did/does the white light stay on front of the router?

[koumster]

Hi Debbie,

Yes engineer has been and advised that he thinks the problem is with the refurbished router that has been sent and will be advising for the latest new router to be provided if the problem still persists.

[Debbie-TalkTalk]

Hi @koumster 

Has the engineer made contact?

[Debbie-TalkTalk]

Hi @koumster 

Thank you 🙂

Debbie

[koumster]

Hi Debbie,

Thanks and will do

[Debbie-TalkTalk]

Hi @koumster 

Thanks for your reply.

I've arranged the Openreach engineer visit for tomorrow 13/12 AM (8am - 1pm)

Please let us know how you get on following this visit.

Debbie

[koumster]

Hi,

OK, I can do any AM/PM today, AM tomorrow, AM/PM on Sat, AM on Sun.

Thanks

[Debbie-TalkTalk]

Hi @koumster 

An engineer charge should only be applied if the fault is found to be with your own equipment or internal wiring.

By testing with a new router, cable and filter at the test socket, this will help rule out any issues with the router or internal wiring.

Openreach maintain the line up to the test socket. If the fault is with the master socket or external line, or is found to be with Openreach maintained equipment then no charges should be applied.

Please can you provide a couple of days availability AM and PM, we can then book the first available appointment.

[koumster]

Hi Debbie,

I'm available both AM and PM today but ideally AM today. Still connected to the test socket. I did not check the wired connection last night but all the WIFI connections had stopped and only to get the BB back was to power cycle the router.

I'm sorry but I would not be happy with having to pay for an engineer to come out, as i think this is a talktalk issue.

[Debbie-TalkTalk]

Hi @koumster 

Apologies for this.

If wired connections are still dropping with the new router, filter and cables at the test socket then the next step will be an Openreach engineer visit.

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential Engineer charges

[koumster]

Hi,

The new replacement router arrived earlier today and I replaced it with the old one at approx 6.30pm.

At approx 10.49pm & 11.50pm tonight the BB connection dropped and I had to power cycle the new router to get the Internet access back.

So looks like the problem is still occurring and not related to the router.

This needs further investigation, this started to happen last week when the bad weather arrived so I wonder whether it is related to something outside of the property.....

[Michelle-TalkTalk]

Morning,

I've checked and the replacement router has been dispatched and I would expect it to arrive today or tomorrow at the latest.

Thanks

Michelle

[koumster]

Hi,

Still haven't received the replacement router to test with and we had 4 occasions yesterday where the router needed to be power cycled as the BB connection had dropped: at 11:50hrs, 16:30hrs, 20:00hrs, 23:55hrs

[Michelle-TalkTalk]

Morning,

Thanks for testing this and I'm sorry to hear that your connection is still unstable at the test socket. Please let us know how you get on once the replacement router arrives.

Thanks

Michelle

[koumster]

Hi Debbie,

FYI, the broadband connection has just (approx: 16:30hrs) dropped and I had to power cycle the router to get it back. This is whilst it is connected to the test socket.

[koumster]

Hi Debbie,

OK, this has now been done, see attached photos

[Debbie-TalkTalk]

Hi @koumster 

Yes please, it would be worth trying this to see if the connection remains stable. Testing at the test socket will help rule out any issues with the faceplate or internal wiring.

[koumster]

Hi Debbie,

thanks for confirming.

No, I have not connected the router directly to the test socket. Do you want me to do this?