Ethernet connection keeps dropping

[marquebus1]

Getting very upset with my broadband connection now which regularly (ie every time) drops when online, often during very sensitive moments such as midway through a financial transaction which leaves my data very vulnerable. WiFi is stable and reliable, it only affects devices connected by wired ethernet.

I thought it may have been my old desktop PC failing, but this has since been replaced with new and the problems continue. Have tried new cables, updated ethernet drivers and checked router software for updates - issues still there. 

This has been going on for more than a year and I've tried to cope, but am now broken and seeking help! This has to be a faulty router unless TalkTalk (or the community) can suggest something different. Router is the HG635 'Super Router'

[Debbie-TalkTalk]

Hi @marquebus1 

Would you like us to take a look at the speed for you on the Community?

What speed are you receiving when running a speed test?

[Debbie-TalkTalk]

Hi @marquebus1 

I'm glad to hear that the connection has remained stable.

What speed are you receiving when running a speed test?

[marquebus1]

Hi, the connection hasn't dropped for a few days now so hopefully the replacement router has solved that issue. However speed and connection tests indicate speeds to the router far below the guaranteed level which I'll have to take up with the tech team

[Debbie-TalkTalk]

Hi @marquebus1 

Do you still need help with this?

[Michelle-TalkTalk]

Good morning,

Thanks for the update. Have the speeds increased again since your last post?

Michelle

[marquebus1]

New router has been fine during testing over the weekend, but ironically has dropped connection just this second when trying to login to the community and had to wait while the router tried to reconnect! Speeds to connected devices quite poor. Will continue to monitor

[Debbie-TalkTalk]

Morning @marquebus1 

How's the connection been over the weekend?

[Debbie-TalkTalk]

Morning @marquebus1 

That's great, thanks for letting me know 🙂

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

Debbie

[marquebus1]

Router arrived yesterday Debbie and installed this morning. Will monitor over the next few days - fingers crossed. Many thanks for your help so far

[Debbie-TalkTalk]

Hi @marquebus1 

Has the router arrived?

[Debbie-TalkTalk]

Morning @marquebus1 

Thanks for your reply 🙂

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

I have also sent you a Private Message.

Debbie

[marquebus1]

Thanks Debbie. Apologies for late response to your message. I too have run the line tests and no problems detected, but then WiFi always seems stable so something else is causing Broadband to randomly disconnect when wired ethernet devices are in use, so the router is a likely culprit. If you could provide a replacement router that would be appreciated and hopefully this will solve matters.

[Debbie-TalkTalk]

Hi @marquebus1 

Thank you for updating your Community Profile.

The line test hasn't detected any line faults. Are you happy for me to send you a replacement router?

[Gliwmaeden2]

Staff will respond during the week. They are on here Monday to Friday, daytime, @marquebus1, so you really need to look out for their replies during the day and follow up then too.

[marquebus1]

Hi Michelle. Yes I still need assistance with this

[Michelle-TalkTalk]

Hi @marquebus1 

Do you still need assistance with this?

Thanks

Michelle

[Michelle-TalkTalk]

Good morning,

Can you please update your community profile to include your:

• Name
• TalkTalk Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle