Broadband router restarting

[dean42]

My broadband router restarts frequently.  The restart takes 5-10 minutes and the internet is cut off for this time.  Speed etc ok otherwise.  Do I need a new router?

[Debbie-TalkTalk]

Hi @dean42 

I'm really sorry to hear this.

The line test is clear but I can see re connections on the line.

What did the last engineer advise when they attended?

[dean42]

Morning

A week since the engineer visited and replaced the wall socket.  I using a new router, power supply and cable

No change to the problem.  The router is still rebooting several times a day.

[Debbie-TalkTalk]

Hi @dean42 

Thanks for your reply.

We've arranged the engineer visit for 05/02 AM (8am-1pm)

Please let us know how you get on following this visit.

Debbie

[dean42]

Ok we have changed the router and are using the test socket so please arrange an engineer visit.  Wednesday or Thursday morning this week would be good   

[Debbie-TalkTalk]

Hi @dean42 

Engineer charges should only be applied if the fault is found to be with your own equipment or internal wiring. Testing with a different router (cables and filter) at the test socket will help to rule this out.

Further information can be found here Engineer charges

[dean42]

Is there a charge for this visit?

[Debbie-TalkTalk]

Hi @dean42 

I'm really sorry about this. Would you like me to arrange the Openreach engineer visit?

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential Engineer charges

[dean42]

Hi

I have been away for a few days.  Home now and the router is still rebooting regularly. 

[Chris-TalkTalk]

Hi dean42,

How are you getting on?

Chris

[Debbie-TalkTalk]

Hi @dean42 

It's no problem. We will check back in again with you on Friday to see how the connection has been.

If you do experience more drops before then, then please post back here and let me know.

Thanks again.

Debbie

[dean42]

Let's leave it for a few days and see how it goes.  Thanks for your help

[Debbie-TalkTalk]

Hi @dean42 

Thanks for your reply. Would you like me to arrange an engineer visit or would you prefer to monitor for a bit longer in this set up first? (as the drops have reduced)

[dean42]

Yes.  I think it was 2 or 3 times before. 

[Debbie-TalkTalk]

Hi @dean42 

Is that an improvement to the day before?

[dean42]

Morning

It seems to has rebooted once in the last 24 hours - in the early hours of this morning

[Debbie-TalkTalk]

Morning @dean42 

How was the connection yesterday/last night after the router was connected at the test socket?

[Debbie-TalkTalk]

Hi @dean42 

Thank you. I will check in again with you tomorrow to see how the connection has been.

Debbie

[dean42]

Yes done  just now.   I will see how it goes today

[Debbie-TalkTalk]

Hi @dean42 

Thanks for your reply.

Have you done this just now? Would it be ok to leave the router in this set up for 24hrs just to see if the same fault occurs?

If the same fault keeps happening then the next step will be an engineer visit.

[dean42]

No, but I have unscrewed it and plugged into the socket underneath using the splitter (didn't need to splitter previously)