Drop out constantly since Xmas

[Nick57]

Hi

My broadband is constantly dropping out for a few seconds/minutes since just before Xmas. Health check says ok (when it can do the check). Router is fine and up to date. Streaming is terrible (via ethernet cable). Even your health check flagged a problem once which was not solved despite you emailing that you've "done your tests" and "all's well" - which it is NOT

I suspect that work is being done (cable laying/hub updates etc) though there's no  notification of this in my area. 

It's horrible and I need help please

Nick

[Chris-TalkTalk]

Hi Gord57,

Can you please start your own thread/topic and we'll be happy to help

Chris

[Gord57]

My internet connection has been dropping out too. Over Christmas I was spending more time logging in than I was on line. It appears to have started that cycle again. Having to log in / reconnect every minute or so for hours on end. Please help.

[Chris-TalkTalk]

That's great news Nick, thanks for letting me know 🙂

Chris

[Nick57]

Hi Chris

Thanks for arranging a new router. The one received is exactly the same (other than power input) as the one I had the problem with.

I installed it Friday and watched live stream rugby on ITVx and had 3 drop outs where the coverage stopped and I had to go back into the stream. But this was ITVx (worst streaming service ever) and via wifi. On Saturday I watched 2 games (ITVx/BBC) via ethernet cable.  No problem. Using wifi/ethernet I have had no drop out since Friday (I think that was an aberration). 

SO it appears the problem is solved and the router was faulty.

Thank you for your assistance and help.

Kind regards

Nick

[Chris-TalkTalk]

OK thanks Nick 🙂

[Nick57]

OK Chris - thank you, I'll keep you up to date with progress

Nick

[Chris-TalkTalk]

OK I've ordered the router, it should be with you within a couple of working days. Please let us know how you get on

Chris

[Nick57]

Let's give it go because at the moment the internet access is untenable. 

Nick

[Chris-TalkTalk]

OK, I can send another router to test with, would you like me to arrange this?

Chris

[Nick57]

Alas - No. 

Nick

[Chris-TalkTalk]

Line test is passing. Do you have another router that you can test with?

Chris

[Nick57]

No - everything appears to work normally. PC (plus other devices) show router connected, wifi signal enabled and strong. But when streaming (using ethernet cable), for instance, the stream is constantly interrupted (drops)  and still everything my end, seems ok (lights on etc). Gigaclear were laying fibre in my street but they finished 10 days ago roughly

Nick

[Chris-TalkTalk]

OK thanks, does the light change on the router with the connection drops?

Chris

[Nick57]

Hi

No problem with phone line, very stable. No noise  - nothing to report. Resetting router gives me around 10 min of broadband up time then intermittent again but drop outs now lasting longer i.e longer "Offline" than on. PC gives good wifi signal all the time even with drop outs

Thanks for any help

[Chris-TalkTalk]

Hi Nick,

Sorry to hear that you're experiencing problems with your service. Line test is passing, are you experiencing any problems with your telephone service, any noise on the line?

Chris

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.