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?

[Chris-TalkTalk]

If you'd like to discuss leaving you'll need to speak to our Loyalty team, there are contact details here - Cancel your TalkTalk service - TalkTalk Help & Support

If you decide that you would like to go ahead with the engineer visit just let us know

Thanks
Chris

[dean42]

2 engineers visits already.

I would like to try another ISP.  Please confirm that, in the circumstances, you will not charge any early termination fees. 

[Chris-TalkTalk]

OK, if the connection is still dropping then we'll need to arrange another engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

[dean42]

No.  We have been through all this and so have the openreach engineers. 

[Chris-TalkTalk]

Hi dean42,

Are you currently experiencing any problems with your telephone service, any noise on the line?

Chris

[dean42]

Flashing yellow,. when I have seen it

[Michelle-TalkTalk]

Hi dean,

I'm sorry to hear this. I've run a test on the line now which is clear. Do the lights change on the router when this happens please?

Michelle

[dean42]

Not good.  I have noticed 8 restarts since the engineer reset the profile on Monday...

[Debbie-TalkTalk]

Hi @dean42 

How's the connection been since your last post?

[dean42]

Still rebooting.  Perhaps less often.  This morning the engineer has reset the profile so I think we will need to give it a few days

[Debbie-TalkTalk]

Morning @dean42 

How's the connection been over the weekend?

[Debbie-TalkTalk]

Hi @dean42 

Thanks for your reply.

I will check in again with you on Monday to see how the connection has been over the weekend.

Debbie

[dean42]

One reboot so far.  I'll see if it settles down

[Debbie-TalkTalk]

Hi @dean42 

How are you getting on following the engineer visit?

[Debbie-TalkTalk]

Thanks @dean42 

I've arranged the engineer visit for 13/02 PM (1pm - 6pm)

I've left notes to advise that this is a repeat fault and is the same fault that was present at the last visit.

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

Debbie

[dean42]

Morning or afternoon should be ok

[Debbie-TalkTalk]

Hi @dean42 

No problem. When would you be available AM and PM? I will book the first available appointment.

[dean42]

Yes please

[Debbie-TalkTalk]

Hi @dean42 

Apologies that this fault is still ongoing.

As the connection is still dropping with the new router then we will need to arrange another engineer visit. Would you like me to arrange this?

[dean42]

He said that there were no problems with line, but replaced the socket.