Fibre Broadband no internet

[Kazp_1]

Good morning. 

Our fibre broadband keeps dropping out and saying 'no internet' even if we are connected to the WiFi. The light on the router is white static. My phone and TV are the only devices in the house that can connect, but even then it's slow. This is happening everyday now since last weds which is a massive problem as we work from home and need to connect to VPN. 

Would really appreciate any help. 

Many thanks.

Kind regards,

Karolyn

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this. Please can you create your own topic and we'd be happy to take a look at this for you.

Thanks

[MarryPoppins101]

Im have terrible connection problems with my broadband, after it was upgraded to fibre broadband it’s been absolutely awful, very slow internet, no connection what so ever even though the router is displaying white light.

I have to order medical equipment regularly online, this is causing me a lot of stress, I can’t even talk to my stoma nurse online due to such poor signal 

Adele 

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this and I'm just sending you a short survey via a PM.

Thanks

[Kazp_1]

Hi Michelle,

The connection has been fine over the weekend, thank you. I have popped the old router in the post using the bag/label that came with the new router. 

Many thanks.

Kind regards,

Karolyn

[Michelle-TalkTalk]

Morning,

How has the connection been over the weekend?

Thanks

[Debbie-TalkTalk]

Hi Karolyn

Ahh thank you. You too 🙂

Debbie

[Kazp_1]

Thanks Debbie. Have a lovely Friday and weekend! 

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I'm so glad to hear this 🙂

I will check in again with you on Monday just to make everything is still working ok.

Thanks again.

Debbie

[Kazp_1]

Hi Debbie,

Well I can't quite believe it yet...but it hasn't dropped on any device after the router firmware update yesterday!!! 🙌🏻🤯🤣

Hopefully that's it now and it's all sorted.🤞🏻 It would seem that it is so that's brilliant! Thanks so much for all your help on this.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

How's the connection been since yesterday?

[Debbie-TalkTalk]

No problem 🙂

[Kazp_1]

Thanks Debbie, much appreciated.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

Thank you. I will check in again with you tomorrow to see how the connection has been today.

If you experience any issues in the meantime then please let me know.

Debbie

[Kazp_1]

Hi Debbie, 

I haven't changed the DNS today, only yesterday but then switched it back this morning to Talk Talk servers.

We will monitor today with the updated firmware and leave DNS alone (as TT) and see how we get on. Hopefully this will have sorted things.

Thanks again for your help.

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

You shouldn't need to reboot the router. Have you been changing the DNS when you experience the issue?

If you could try monitoring the connection now without changing DNS, now the firmware has updated please?

[Kazp_1]

Hi Debbie,

Great, do you mean switch off the router, leave it and switch it back on again?

Thanks,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

The firmware has now updated to 158. Please can you retest and let us know how the connection compares.

Thanks again.

Debbie

[Debbie-TalkTalk]

Hi Karolyn

I will let you know as soon as they come back to me but I have asked them to do this update ASAP.

Debbie 🙂

[Kazp_1]

Okay, thank you Debbie. That'd be super helpful if they could do this in the next couple of hours. I'll leave the router as it is for now with Talk Talk DNS settings. 

Thanks for your help Debbie.  

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

I will contact them now to see if it can be done within the next 2 hrs. I will post back to confirm.