Broadband "dropping out"
18-02-2024 07:20 PM - edited 18-02-2024 09:48 PM
Message 60 of 60
Hi. For the last few weeks my broadband (Fibre 65) has been "dropping out" numerous times a day. It only "drops out" for a few minutes then comes back on again of its own accord, I have a NTE 5C Openreach Box (fitted last year), a Sagemcom FAST5364 Router and "wired" Ethernet. I have also noticed recently that my download speed has reduced from over 60 Mbps to around 45.Mbps I've not touched, changed or fiddled with anything. Any ideas, how to resove these issues ?
Labels:
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Connection
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Speed
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Stability
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59 REPLIES 59
on 29-02-2024 11:16 AM
Message 41 of 60
You are very welcome !
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on 29-02-2024 11:13 AM
Message 42 of 60
Hi rautospoon
I am so happy to hear this, thanks for letting us know 🙂
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on 29-02-2024 11:10 AM
Message 43 of 60
Since the provision of a new router and the visit by an Openreach engineer, the problems with my "broadband connectivity and speed" have been fixed. The connection is "constant" and my previous "speed level" restored.
Debbie (Community), Guendolen (Live Chat) and Adan (Openreach engineer) could not have been more helpful in providing first class customer service in succesfully resoving this issue, many thanks indeed.
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on 22-02-2024 01:17 PM
Message 44 of 60
Hi rautospoon
Thank you 🙂
I have also sent you a Private Message with a link to a short survey for the Community.
Debbie
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on 22-02-2024 01:09 PM
Message 45 of 60
Thanks, will do.
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on 22-02-2024 01:07 PM
Message 46 of 60
Hi rautospoon
That's great 🙂
There will be no charge for this router. Please can you return the old router using the pre paid returns bag.
Thanks
Debbie
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on 22-02-2024 12:29 PM
Message 47 of 60
Hi Debbie. Router received safely yesterday and installed this morning. Will "let you know" if the "dropping out" persists or not, so far so good !
Also spoken to TT Live Chat this morning and an engineer from Open Reach is "coming out" tomorrow to also check the situation.
Great sevice from you and Live Chat !
Could you confirm there is "no charge" for the new Router and should I return the old one using the "pre-paid" label and envelope ?
Thank you.
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on 22-02-2024 10:58 AM
Message 48 of 60
Hi rautospoon
Just checking in to see if you have received the router?
Thanks
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on 19-02-2024 11:42 AM
Message 49 of 60
Cheers !
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on 19-02-2024 11:41 AM
Message 50 of 60
Hi rautospoon
Ahh thank you very much 🙂
I will check in with you later on in the week too.
Debbie
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on 19-02-2024 11:38 AM
Message 51 of 60
Hi Debbie. Thanks for that, first class customer services and much appreciated. Will test the new router for a few days before letting you know the outcome.
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on 19-02-2024 11:18 AM
Message 52 of 60
Hi rautospoon
Thank you 🙂
The router is on its way, please allow 24-48hrs for this to arrive.
Let us know how the connection compares with this router.
Thanks
Debbie
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on 19-02-2024 11:03 AM
Message 53 of 60
Hi Debbie. My name and landline number on my profile are correct. Thank you.
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on 19-02-2024 10:58 AM
Message 54 of 60
Hi rautospoon
Thanks for your reply.
I will send the router to the address linked to the details/landline number in your Community Profile. Are the details in your profile correct? (please don't post any details on this thread)
Debbie
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on 19-02-2024 10:56 AM
Message 55 of 60
Hi Debbie. Yes, that would be great, thanks for that. Do you have my details ?
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on 19-02-2024 10:54 AM
Message 56 of 60
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on 19-02-2024 10:53 AM
Message 57 of 60
Red, then red and blue, then back to blue
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on 19-02-2024 07:54 AM
Message 58 of 60
Hi rautospoon
I'm really sorry to hear this.
I've completed a line test and this hasn't detected any faults but I can see re connections on the line.
Would you like me to send a replacement router for testing so we can rule this out?
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on 18-02-2024 09:54 PM
Message 59 of 60
When it drops out, what is the exact status of the light on the router?
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
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