Broadband regularly cutting out

[Chris159]

My broadband keeps disconnecting. It’s happening several times a week, often multiple times a day. I’ve tried turning the power off and on again, and tried resetting the router but neither makes any difference. 

[Debbie-TalkTalk]

Hi Chris159

That's great news 🙂

If you do experience any further issues then please let us know.

Thanks

Debbie

[Chris159]

Yeah it does seem to have been better. Don’t think it’s cut out once. 

[Chris-TalkTalk]

Hi Chris,

The connection appears to have been much more stable over the last 24 hours, have you noticed any improvement?

Chris

[Chris159]

Hi Chris. Just checking in about the connection. Thanks. 

[Chris-TalkTalk]

Thanks 🙂

[Chris159]

Yep will do 

[Chris-TalkTalk]

Hi Chris,

Could you bump the thread tomorrow and I can then check the line history for the previous 24 hours

Chris

[Chris159]

Hi Michelle/Chris. New router has arrived and is now plugged in and set up. How’s the connection looking?

[Chris-TalkTalk]

OK thanks 🙂

[Chris159]

Great thanks. I’ll post here when it’s arrived and I’ve set it up. 

[Chris-TalkTalk]

Hi Chris,

I've ordered the router, it should be with you within a couple of working days

Chris

[Chris159]

We don’t have a spare router. If you could send one that would be great. Thanks

[Anonymous]

Morning,

I've re-checked the connection stats now and the connection still looks unstable. Do you have an alternative router that you could test with? If not then we can send a replacement router for testing purposes and a router returns bag so that one of the routers can be returned.

Thanks

[Anonymous]

Hello,

We'll re-check the connection stats first thing on Monday morning and will post back on your topic with an update 🙂

Thanks

[Chris159]

 

Yes that will be fine. Will you get back to me on this thread after the weekend or shall I message you? Just to confirm this is what it looks like now. Is that right?

[Anonymous]

Hello,

Thanks for confirming. I've re-run the line test now which is clear. Would it be possible to keep the microfilter, router and phone at the test socket over the weekend so we can re-check the stability to see if this has improved?

Thanks

[Chris159]

Hi Michelle. Connected to the test socket now. 

[Anonymous]

Morning,

Thanks for confirming. Please let us know once the router is connected at the test socket and we can re-run the line test again for you.

Thanks

[Chris159]

Hi Michelle. Is it too late to do this? I’ve got some time today I should be able to try the test socket 

[Anonymous]

Hello,

The NTE5C should have a test socket. I've included a Help Guide below. If it's possible please can you connect the microfilter, router and phone directly at the test socket so we can see if the stability improves.

Your guide to main phone sockets - TalkTalk Help & Support

Thanks