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]

Morning,

I've re-checked the connection stats now and I can still see some re-connections on the line. If the connection is also dropping when connected wired then the next step will be to arrange an engineer visit to the property. Would you like to go ahead with this and we can confirm some details with you?

Thanks

[Kazp_1]

Hi Chris,

Just to let you know the internet has been dropping out again, but still a white static light on the router. 

Many thanks.

Kind regards,

Karolyn

[Chris-TalkTalk]

Thanks, I'll get back to you in the morning 🙂

Chris

[Kazp_1]

Okay no problem. Thanks Chris. 

Kind regards,

Karolyn 

[Chris-TalkTalk]

OK thanks Karolyn. Could you leave the router connected to the test socket over night and I'll pick this up again in the morning and check the connection stats/line history 

Chris

[Kazp_1]

Yes that does seem to be the case. The ones the disconnect do so at the same time. 

Thanks,

Karolyn 

[Chris-TalkTalk]

Do you seem to lose connection on all devices at the same time?

[Kazp_1]

Hi Chris,

It just stayed static white.

Thanks,

Karolyn

[Chris-TalkTalk]

OK  thanks, did you notice if the light changed on the router when the connection dropped?

[Kazp_1]

Hi Chris,

Yes, this is the new router we received before Christmas. I haven't tested with the old router since before Christmas.

Many thanks.

Kind regards,

Karolyn

[Chris-TalkTalk]

OK thanks, just to confirm, have you tested with a second router?

Chris

[Kazp_1]

Laptop connected again.... definitely intermittent. 

Kind regards,

Karolyn

[Kazp_1]

Dropped out again, laptops no longer connected. 

Thanks,

Karolyn

[Kazp_1]

Hi Chris,

We have turned the router back on and two laptops and two phones are connected okay.

Kind regards,

Karolyn

[Chris-TalkTalk]

Yes, please leave it connected to the test socket

Thanks

Chris

[Kazp_1]

Should I leave the router connected to the test socket?

Nothing connects at the moment with the router in the test socket but I will switch off and leave for 30 mins and switch back on. 

Thanks Chris.

Kind regards,

Karolyn

[Chris-TalkTalk]

Thanks Karolyn, Could you switch the router off and leave it off for 30 minutes then switch back on and check to see if all devices will connect

Chris

[Kazp_1]

Also we are having real problems like we did before Christmas this morning where some devices can connect and others can't. 

Thanks Chris. 

Kind regards,

Karolyn

[Kazp_1]

Hi Chris,

Router is now plugged into the test socket.

Thanks,

Karolyn

 

[Chris-TalkTalk]

OK thanks

Chris