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Broadband keeps dropping

ryssbowh
Popular Poster
Message 13 of 13

Hi,

 

My broadband keeps dropping several times a day, up to 20-30 times worst days. Internet is unavailable for a minute or two and comes back.

The other person in the house is also affected, happens both on wifi and ethernet.

It's been like this for a long time, I thought it was coming from my computer but am now sure it's not.

I upgraded to Fibre 65 last November.

What can be done to pinpoint the issue ?

Thanks

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12 REPLIES 12

Message 1 of 13

Hi ryssbowh

 

No, being at the test socket just rules out any issues with the face plate or internal wiring.  I have my router at my test socket.

 

I've ordered a replacement router so we can rule this out. Please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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ryssbowh
Popular Poster
Message 2 of 13

@Debbie-TalkTalk  I guess we can do that, but the router is "new", was sent to me when I started the contract, less than 2 years ago.

No I haven't tried another router, I don't have one.

Is being on the test socket not an issue in itself ?

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Message 3 of 13

Hi ryssbowh

 

Thanks for your reply.

 

Have you recently tested with a different router? Would you like me to send you a replacement router for testing so we can rule this out?

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ryssbowh
Popular Poster
Message 4 of 13

@Debbie-TalkTalk that's strange since there doesn't seem to be another socket.

It's always been like this since I moved in this flat,  about 2 years ago

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Message 5 of 13

Hi ryssbowh

 

Thank you. Yes this appears to be the test socket.

 

Have you just connected the router there now or has it always been connected there?

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ryssbowh
Popular Poster
Message 6 of 13

@Debbie-TalkTalkI'm not sure but I wouldn't think so, here's a photo :


IMG_20210928_072720.jpg

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Message 7 of 13

Hi ryssbowh

 

Thanks for updating your Community Profile.

 

I've completed a line test which has detected a potential fault.

 

Is the router currently connected at the test socket?

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ryssbowh
Popular Poster
Message 8 of 13

Hi @Debbie-TalkTalk 

 

I've added my phone to my profile

 

Thanks

Message 9 of 13

Hi ryssbowh

 

I'm really sorry to hear this.

 

Please can you add your TalkTalk landline number to your Community Profile, we can then look into this further.

 

Thanks

 

Debbie

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ryssbowh
Popular Poster
Message 10 of 13

Thanks for your answer @Skynet_TX ,

 

The light doesn't do anything special.

I've run the test several times, it never shows any problem.

I don't have a phone or a test socket in the house.

 

Thanks

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ryssbowh
Popular Poster
Message 11 of 13

Thanks for your answer @Skynet_TX,

 

The light doesn't do anything special.

I've run the connection test several times, doesn't show any problem.

I don't have a phone in the house, neither a test socket.

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Skynet_TX
Community Star
Message 12 of 13

Hi @ryssbowh,

 

What do the light(s) do on the router when the connection drops ?

 

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

 

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

 

If your master phone socket has a test socket then you could also try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

 

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow.