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Constant drop outs with my broadband

Peter_F
Team Player
Message 26 of 26

Helllo,

 

This is a re-occuring problem that's gotten so bad it's just a joke. I've have constant drop-outs in broadband connection that happen at leat twice a week for months now (Sometimes lasts for days when I can't get a stable connection and internet is pretty much unusable).

I am getting beyond frustrated and just want a stable connection, is that too much to ask? What the hell do I pay for?! 

Could an OCE please look into this ASAP?

 

Thanks.

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25 REPLIES 25

Message 1 of 26

Hi Peter

 

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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Peter_F
Team Player
Message 2 of 26

Hi Michelle,

 

My connection is a little better, but I'm still experiencing drop-outs, but at longer intervals, every half an hour or so. Could you make my profile more stable?

Also, could you send me out a new router to test as suggested by the OCE Debbie earlier on down this thread?

 

Thanks,

 

Peter

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Message 3 of 26

Hello,

 

I'm sorry to hear this. I've optimised the connection as requested. Please let us know how the stability compares.

 

Thanks

 

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Peter_F
Team Player
Message 4 of 26

Hi,

My connection is dropping again. Could an OCE please stabilise my profile again?

 

Thanks.

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Message 5 of 26

Hi,

 

Thanks for keeping us updated 🙂

 

Thanks

 

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Peter_F
Team Player
Message 6 of 26

Hi,

 

The connection seems stable again.

 

Thanks.

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Message 7 of 26

Hi Peter_F

 

I'm really sorry about this.

 

I've optimised your connection again.

 

Thanks

 

Debbie

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Peter_F
Team Player
Message 8 of 26

Hi,

My connection seems to be dropping again. Could an OCE please stabilise my profile again?

 

Thanks.

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Message 9 of 26

Hi

 

That's great news, thanks for letting us know.

 

Regards,

 

Karl. 

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Peter_F
Team Player
Message 10 of 26

Hi Debbie,

 

The connection seems to be stable again.

 

Thanks and have a Happy Christmas too!

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Message 11 of 26

Hi Peter_F

 

Yes no problem 🙂

 

Have a good Christmas.

 

Thanks

 

Debbie

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Peter_F
Team Player
Message 12 of 26

Hi Debbie,

I think this would be a good idea but I'm not going to be around much for the Xmas period so would like to do this after the new year. Can I give you a heads up closer to the time (prob early January 2022) to send out a new router?

 

Thanks

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Message 13 of 26

Hi Peter_F

 

I think we should also send a router for testing, would you like me to arrange this?

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Peter_F
Team Player
Message 14 of 26

Hi Debbie,

 

Thanks, it seems to have stabilised again, but I'll continue monitoring to see how it goes.

Why does it seem so hard to keep up a stable connection?

 

Cheers.

 

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Message 15 of 26

Hi Peter_F

 

Apologies for this.

 

I have optimised the connection again. Please let us know how the connection compares.

 

Thanks

 

Debbie

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Peter_F
Team Player
Message 16 of 26

Hello,

My broadband connection is dropping again! Its been about a week of stability and now its dropping all over again. Could an OCE please check my profile?

 

Thanks

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Message 17 of 26

Hi Peter_F

 

Ok no problem. If you do experience any further issues then please let us know and we will send you a new router.

 

Thanks

 

Debbie

Peter_F
Team Player
Message 18 of 26

Hi Debbie,

 

The make and model of my router is a Huawei HG533, I've had it for a few years now.

My broadband connection still seems to be stable since yesterday.

 

Thanks.

Message 19 of 26

Hi Peter_F

 

Thanks for keeping us updated.

 

I've checked the connection stats again and I can see that the SNR has dropped again and this can affect the stability and performance of the connection.

 

Can I just check, which make and make and model of router are you using?

 

Thanks

 

Debbie

Peter_F
Team Player
Message 20 of 26

Hi Debbie,

 

I have been monitoring the connection for a couple of hours now, and it seems to have stabilised!

Whatever you have done seems to have worked, thanks! Could you keep my profile as it is now so I can continue to have a stable connection?

 

Thanks again!

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