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!

[Mandisa-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?

[Mandisa-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.

[Mandisa-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.

[Hotblack1]

No changes - I live alone and I have not changed any cables or settings on my equipment etc.

The connection has dropped a few times in the last 10 minutes.

[Mandisa-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

Yes - there have been changes
No - no known changes

[Mandisa-TT]

Thank you for confirming, I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

While you haven't reported a dropping connection issue it's possible this is causing the problem you've experienced - so I'll need to work on fixing this first. I can then check if it also solves the problem you've reported.

[Hotblack1]

No, the router is switched on all the time unless there is a fault in which case I might switch it off and back on after a few seconds.

[Mandisa-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[Hotblack1]

3 - don't know as I rarely make phone calls.

[Mandisa-TT]

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

1) Yes - BB Connection DOES Drop When Making/Receiving Calls
2) No - BB Connection DOES NOT Drop When Making/Receiving Calls
3) Don't Know / I don't use my landline for Telephone calls

[Hotblack1]

OK - thank you.

[Mandisa-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[Hotblack1]

I don't use the wifi - connection is via ethernet for best security.

[Mandisa-TT]

Thank you, does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[Hotblack1]

Probably!

[Mandisa-TT]

Thank you for confirming, will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Hotblack1]

No.

[Mandisa-TT]

Great! 

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Hotblack1]

Yes, I'm at home.

[Mandisa-TT]

Hi @Hotblack1 I'm sorry to hear this, I will be able to run checks on your line, kindly confirm if you are at home to be able to proceed.