Broadband (ethernet/ADSL & wifi) keeps dropping out

[Hotblack1]

I normally connect to my router via ethernet cable then another cable direct to my phone line via a filter. For about a week my internet connection has been very intermittant/slow and I've tried changing cables etc. but the problem continues. The issue is the same if I use the WiFi connection.

My initial fault/service request (REP-16021258) noted an issue and it was corrected but the problem has returned. The connection failed during another service request so I don't know if it's being followed up (REP-16039372).

Help!

[Hotblack1]

The same issue has returned - very intermittant broadband connection and slow speeds.

 

I've checked everything at my end - cables and resetting the router etc. but the issue continues.

This is very frustrating - please review whatever 'fix' you applied last time and confirm if it is the same problem at your end.

[Hotblack1]

Okay.

[sabelo-TT]

@Hotblack1, I have found the issue to be on your line and not on your router. I can confirm that this was unstable but managed to restore your line. 🙂 

I will kindly ask for you to monitor this on your end. 

[Hotblack1]

Thanks for the info - I thought it worth asking as approx. 2 weeks of disruption (and time spent playing chat ping-pong) is quite a nuisance!

[Gliwmaeden2]

@Hotblack1, only for complete loss of service:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/About_your_auto_com...

Occasionally they offer goodwill gestures but unlikely if your speeds didn't dip consistently below the minimum guaranteed. 

[Hotblack1]

Hello Sabelo - the connection now appears to be stable and the download speed is now around 63-64mbps so a big improvement on what it has been over the last 2 weeks although not as fast as it usually is (65-67mbps).

Am I due any compensation for these issues?

[sabelo-TT]

@Hotblack1, I do apologise for any difficulties that this may have caused to you. I understand that you assume that the router may be the cause of this, but rest assured that we are checking on this matter for you. We will firstly need to check on your line to ensure that it I stable. 

[Hotblack1]

Thanks Gliwmaeden - I've spent 2 days 'chatting' with TalkTalk and feel I'm getting nowhere. I think I need a repacement router but I bet TT will do everything they can not to give me one!

Regards.

[Gliwmaeden2]

Sometimes the white light on these routers simply ceases to function. A nuisance! 

Staff won't be back now before Monday. 

[Hotblack1]

The connections are all secure - I have used the same equipment for years so I know what to check.

[mandisa1-TT]

Please 

Ensure the TalkTalk router is securely connected to the data (computer) port of a microfilter, and the microfilter is then connected to your master telephone socket.

Checked and setup already correct?
 Corrected setup - Service now working?

[Hotblack1]

No, there is no damage to the equipment.

[mandisa1-TT]

Does any of the equipment appear to be damaged?

[mandisa1-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnections from the Internet are identified and resolved.

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

[mandisa1-TT]

Thank you, As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[Hotblack1]

The router is working but there is no light on the front of it. If I switch it off and back on, the orange light comes on then flashes for a short time then goes off but the router works - very strange!

I've run another Ookla Speed Test and the results are below - again, it is much slower than it should be.

 

[mandisa1-TT]

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?

[mandisa1-TT]

We'll just wait for the router to power up. This can take a little while.

[mandisa1-TT]

I’m now going to try to remotely restart your router automatically.

This should only take around 1-2 minutes to complete.

If I’m unable to do this, I’ll advise you how you can restart it manually from your side.

[mandisa1-TT]

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 connection drops.

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