Ethernet problem

[DaveBeryl]

The ethernet light is continually flashing green on the router when connected.

Internet connection drops at random times and the only way is to reboot the router, but the ethernet green light keeps flashing when internet is reconnected.

All the ethernet cables have been unpluged from the router one at a time but the ethernet green light keeps flashing.

I have done a factory reset on the router but this did not resolve the issue.

Is this a problem with the router.

This problem has only been hapening for the last 2 to 3 weeks

[nambuso-TT]

Okay it's okay you can try that; you can unplug all the ethernet cables and factory reset on the router. The ethernet light should be solid green, as we have run checks, Our tests aren’t showing any faults currently. However, I can see a partial Fibre service is available that would improve the reliability of your service. I would recommend an upgrade to our Fibre 35 service.

Would you like to know more about your upgrade options?

[DaveBeryl]

Hi

I am looking into part fibre 65 but have a problem that the broadband account is in my name and the phone line is in the wife's name with BT. 

Going forward 

I am going to unplug all the ethernet cables. 

Do a factory reset on the router.

Then start to plug the ethernet cables back into the router one at a time to try and see which on is making the ethernet light on the router to keep flashing green.

Is this a good plan or not. 

Just to confirm when ethernet cables are pluged into the router the green ethernet light should be a solid green and not flashing green.

[nambuso-TT]

Our tests aren’t showing any faults currently. However, I can see a partial Fibre service is available that would improve the reliability of your service. I would recommend an upgrade to our Fibre 35 service.

Would you like to know more about your upgrade options?

[nambuso-TT]

I can see that your broadband connection is stable and there are no issues showing on the line,

The broadband connection covers the physical cabling into your home and the router from outside your premises, so as that is working the issue you're experiencing is likely to be due to a WiFi problem, or other issue in your home.

I can guide you through checks which should help identify the issue and resolve if possible.

[nambuso-TT]

Okay thank you for disclosing that. A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[DaveBeryl]

Hi

When the internet connection drops out it affects ethernet and wireless everywhere.

The only strange thing I have noticed is that the internet light on the router is still  showing green but all the items are showing no internet detected.

[nambuso-TT]

We will have to run checks for you for your dropping in connection issue @DaveBeryl  then we will be able to detect if the issue is with the router or the line itself.

When the issue occurs, does it occur everywhere when you try to use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house? 

[DaveBeryl]

Hi

The problem is 

The ethernet light is continually flashing green on the router when connected.

The wireless light on the router continually flashing green.

The internet light on the router continually flashing green.

Internet connection drops at random times and the only way is to reboot the router, but the ethernet green light keeps flashing when internet is reconnected.

All the ethernet cables have been unpluged from the router one at a time but the ethernet green light keeps flashing.

I have done a factory reset on the router but this did not resolve the issue.

Is this a problem with the router.

This problem has only been hapening for the last 2 to 3 weeks

Most of my items are connected by ethernet.

Hope this helps

[nambuso-TT]

Perfect, so just to confirm does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

-Issue occurs everywhere

-Issue only occurs in one or some locations

-Issue is not with WiFi

-issue is with a single device

[DaveBeryl]

Hi

Yes we will be able to contact the emergency services if required.

[nambuso-TT]

Okay thank you. Openreach has a dedicated team to deal with vulnerable customers, and these are identified as Emergency Welfare Cases. An Emergency Welfare Case is where the customer has a life-threatening illness and applies to repair cases that have a total loss of service In-life or in a provisioned state that requires the urgent restoration of service.

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[DaveBeryl]

Hi

I do not have any active monitoring for life threatening health reasons.

[nambuso-TT]

Thank you very much for letting me know. Just to confirm, Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[DaveBeryl]

Hi

Yes I am at home at pressent for you to run your test's

[Mandisa-TT]

Hi @DaveBeryl I'm sorry to hear this, I will be able to run checks on your line, are you at home to proceed.

[ferguson]

OK, thanks for that. This has been flagged up to the support team here for you and they will respond as soon as they can.

[DaveBeryl]

There is no noise on the phone line.

Have pluged router into the test socket.

The problem is still the same

[ferguson]

Have you noticed any problems with your phone service such as noise on the line? Have you tried connecting at the test socket?