Hi, for the last month our connection has been dropping out completely, giving us no access to the Internet. This has been happening at irregular intervals, as shown in the event log for the last fortnight at the bottom of this post.
This issue affects all devices including Wi-Fi and LAN devices, so it is not an issue with our Wi-Fi.
Very rarely will the issue sort itself out, so we have to turn the router off and on to fix it - sometimes this does fix the issue, but sometimes almost immediately afterwards the problem will arise again.
We have conducted a 'health check' using your tool here: https://www.talktalk.co.uk/help/servicestatus. Though, this seems to only return our phone number once completed, which is unclear as to whether the check was a success or failure.
We have also 'checked our router setup' using your guide here: https://community.talktalk.co.uk/t5/Articles/Check-your-router-setup/ta-p/2204690 - removing any unnecessary cables, to which the problem still persists.
Hopefully, this issue can be resolved.
Many thanks in advance.
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I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.
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I'm sorry to hear this. I've run a test on the line which hasn't detected a fault, however I can see re-connections on the line. Does your master socket have a test socket? Are you experiencing any issues with the voice service such as noise on the line?
Do you have an alternative router that you can test with?
Hi, thanks for the reply.
Yes, we do have a test socket on our master socket - should I plug the cable into that instead?
No, as far as we are aware there has not been any issues with voice services or noise on the line.
Yes, we do have a spare TalkTalk router.
Yes please, could you connect your router to the test socket and monitor, if the disconnections continue could you try the other router. Please let us know how you get on
Thanks for your reply.
I've tried checking the connection stats but it appears that the router is switched off.
Please let us know once the router is switched on and we can check this again.
Thanks for your reply.
I've checked the connection stats and your line is showing in sync and connected for just over 23hrs.
How have you found the connection since your last post?
Hi @OCE_Debbie ,
We found that with the line plugged into the test socket we had a stable connection again, so we bought and fitted a new wall plate. This proved to be a success and for two weeks we had no Internet outages.
Unfortunately, within the last few days we have been experiencing the exact same issue we were first having, which is frustrating because our setup has not changed since fitting the new wall plate.
Any advice on where to take things from here?
Thanks in advance.
Hi @OCE_Michelle ,
To reiterate, we have had the wall socket completely replaced and have replaced the cables between it and the router, so we do not see how our wall socket can be the cause of the issue. We had two weeks with no issues with this hardware, and then recently we have started to have disconnections happening again, often longer than what they were previously.
Unfortunately, we do not have another router to test with - I was mistaken in a previous reply, we only have the box from our old router and not the actual unit - which is a shame.
Thanks in advance for any help you can provide.