Gfast 150 disconnecting every hour

[Kiciaaaa1111]

 

 

My gfast 150 internet is gripping disconnecting every hour for the past 5 days. All the light are the same when there is no internet. Nothing is helping apart from restarting a modem and the Openreach box. Engineer came this morning and said that he can’t see nothing wrong but when he took out the phone box from the wall the black modem light was still white. 
I am working from home and I need to restart it every hour it’s so frustrating. They downgraded me to fibre 65 but this won’t be ready until 30th December. It’s just soooo annoying and I dnt really know what to do.   All the pictures are from before his visit. 

[Anonymous]

Morning,

Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle

[Kiciaaaa1111]

Thanks Michelle 

[Anonymous]

Morning,

A replacement router would not resolve this particular issue. Our engineers are still investigating this fault (white light on router/no connection) and we'll post back here and also update our Service Status page as soon as we receive an update on this.

Thanks

Michelle

[Kiciaaaa1111]

Thank you. 
I saw the status update. 
Would I still need a new router? 

[Chris-TalkTalk]

OK thanks. We are looking into this issue. Please see the Service Status | TalkTalk Help & Support for updates. (it looks as though the package change had been cancelled now)

Chris

[Kiciaaaa1111]

As well Chris I was downgraded to fibre 65 could this be stopped please. I’ve got 14 days to decide and if this will be fixed I would rather stay on the gfast 150.

could this new contract be cancelled please. And new router send out? 

[Kiciaaaa1111]

Hello. Yes Is still dropping out every hour or so…

[Chris-TalkTalk]

Hi Kiciaaaa1111,

If you connect a device directly to the Openreach modem, bypassing the router, are you still unable to access the internet on this device?

Chris

[Kiciaaaa1111]

Thanks.

I can see that a lot of people have got the same problem. I’ve been talking to talk talk for the last 2-3 days. They are even trying to downgrade you to fibre 65. I wonder if there is more to this than just changing the router..it’s just frustrating. 

[KeithFrench]

Hi @Kiciaaaa1111 

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[Kiciaaaa1111]

This is the one I’ve got. You have asked what is the MAC address and I have said it is the PS5.
to answer ur question both wired and wireless connections are  affected.  

could I please ask for a replacement router. Thanks 

[KeithFrench]

There are three different WiFi Hubs. I did ask if this affects both wired and wireless connections. You said in your last post that both devices are affected, but you have only mentioned a PS5 & I have no idea how that is connected. 

[Kiciaaaa1111]

Both devices are affected. Engineer couldn’t find a fault at all. 

[Kiciaaaa1111]

It is a talk talk own router. Talk talk wifi hub.

Could I please be sent a replacement. The MAC address is a PS5 but the same is happening when PS5 is off . Yesterday we were out for 2h when we came back there was no internet. We disconnected everything and internet came back for 1h same this morning. 

[KeithFrench]

Which make/model of router do you have? Does this affect just wireless devices or wired (Ethernet) ones as well? What is the device whose MAC address is 70:66:2A:DD:BE:12? It would appear to be a Sony device.