Frequently dropping connection - flashing orange, and flickering orange to white router light

[bmlr95]

Hi, despite problems in the past we've had a pretty solid few months. But this morning, completely out of the blue, our connection has been dropping in and out.

I've reset the router twice, neither time seemed to do anything. I tried to run a line test and it said it recognised a problem, but the connection dropped out midway through the actual test. 

The router light is alternating regularly between flashing orange, orange to white, and white. At the moment, we have flashing orange. 

Please help - thanks!

[Debbie-TalkTalk]

Hi bmlr95

I'm so glad to hear this, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[bmlr95]

Hi Michelle, thanks for checking in - still seems to be running stable and with a decent speed! 

[Michelle-TalkTalk]

Morning,

Just checking back in to see how the stability has been since your last post and if everything has been ok?

Thanks 🙂

[Debbie-TalkTalk]

Hi bmlr95

That's great news 🙂

I will check in again with you on Friday. If you do experience any further issues before then, then please let me know.

Thanks

Debbie

[bmlr95]

Thanks for checking Debbie - all seems stable for now. Fingers crossed!

[Debbie-TalkTalk]

Hi bmlr95

How's the connection been since yesterday?

[Debbie-TalkTalk]

Hi bmlr95

Thank you. I will check in again with you tomorrow to see how the connection has been with the router at the test socket.

Debbie

[bmlr95]

Silly me! Dug out the microfilter and now plugged in to the test socket - definitely moving much faster (download up to 7.5Mbps), will report back if we run into any consistency problems. 

[Debbie-TalkTalk]

Hi bmlr95

Did you connect the router at the test socket using a microfilter?

[bmlr95]

No problem, I just tried it but got no connection at all? Have put the faceplate back and reconnected and now back online, but with a similar issue. 

[Debbie-TalkTalk]

Hi bmlr95

Would it be ok to try the test socket first? If the same fault is still present then I will send out the replacement router.

[bmlr95]

Thanks Debbie - the router is plugged into the same socket as when the engineer initially set it up in November (Master Socket 5C), do I need to move it to the test socket?

Otherwise, if a replacement router would solve the issue, I'm happy to try it, just aware we did the same thing two months ago and it only fixed the issue temporarily. 

[Debbie-TalkTalk]

Hi bmlr95

Thanks for your reply.

The fault was raised to our Faults Team (that's the fault reference) but I have completed line tests this morning.

Is the router at the test socket at the moment? Would you like me to send a replacement router so we can rule this out?

Thanks again.

[bmlr95]

Thanks Debbie - I ran the line test again this morning and it says "The fault is still in progress"? Ref number is REP-12449211 if helpful. 

Unfortunately we don't have another router - we had a similar issue when we were first connected at this address in November. We were sent a new router, it seemed to solve the issue, and then TalkTalk forced us to send the old router back to them under threat of being charged £50. 

The connection seems more stable this morning, but is running very slow (under 1Mbps).

[Debbie-TalkTalk]

Hi bmlr95

I'm really sorry to hear this.

The line tests are not detecting any faults. Do you have another router that you can test with?

[Skynet_TX]

Hi @bmlr95,

Would be worth trying the connection test again, as if it can complete successfully then it might be able to determine where the fault is, and if it is an external fault it may be able to arrange an engineer automatically.

If you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

Failing that, the support team here will be back tomorrow and should be able to reply here to help further.