Broadband drops all the time - tried solutions and called

[Annoyedkatie12]

Hello,

Since November we have been having problems with our broadband, the WiFi drops most days and something multiple times a day and the only thing that will fix it is resetting the router.

We have called in and all the help service say is ‘the connection to your house is okay’ - so we are unable to find a solution to the problem.

It’s becoming increasingly frustrating as I work from home and the WiFi drops during work calls and sometimes loses progress on internet based applications.

Is there anything more I can do or is the only option to keep resetting the router constantly? Which is annoying and not a great service.

thanks 

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. I can see that the fault has been raised to Openreach for investigation. Please let us know how you get on.

Thanks

[Gliwmaeden2]

@Annoyedkatie12 look out for a response from staff after the weekend. They are around Monday to Friday during the working day. 

[Annoyedkatie12]

I have updated my details in the profile

[Annoyedkatie12]

Hello,

Thankyou for your reply - we have had both issues. 

Our WiFi drops from all our devices at the same time multiple times a day and the only way to fix is to reset the box - the box will sometimes still have a clear white light and sometimes will be blinking. 

Since 9:30am this morning (currently 11am) we have had to reset the box 3 times - which honestly makes this broadband service one of worst I’ve ever had. 

When we first got the broadband installed it worked fine for a month with no issues at all and then suddenly (once we were past the point we could exit the contract under there terms and conditions) it stopped working - we have called, used the chat function and used Twitter multiple times and all that ever seems to get done is we get told the WiFi line to our house is fine - I’m not disputing this, the issue I have is that the WiFi in my house drops multiple times a day for no obvious reason at all and the only way to fix it is to reset the box. 

Surely someone needs to come out and check our internal line or the boxes as that’s clearly where the problem is. 

Sorry I’m very frustrated at this point as I just have a totally unusable unreliable service.  

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

[Skynet_TX]

Hi @Annoyedkatie12,

Do you know if the problem is with the router losing its connection to the internet (in which case a light on your router which is normally constantly lit will change colour or flash), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the light(s) on the router will just carry on looking normal).

Do you have any ‘wired’ devices, do they also lose connection ?

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

• Your name
• Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
• An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.