INTERNET CONNECTION PROBLEM

[LEricG]

For a few days now we have had no internet.

My wife and I both have identical phones (Moto E6) and neither of us has any connection. We have also had problems at various times in the past.

Sometimes my phone shows my TT network but says, 'Disabled' or 'Saved', but most of the time it is not visible.

I also have a Surface Pro on which I run Google Chrome. For a few days this laptop has said (in Settings) that it is connected to the internet, but I haven't been able to access any websites.
Yesterday, however, I decided to try using Microsoft Edge and to my surprise (and bafflement) this actually works.

Google Chrome showed that there was an update but when I clicked on 'Update'. Chrome shut down and will now not launch at all.

Line tests on the TT site always indicate no problems, but I'm baffled as to why I can get access on the surface (but only using Edge) but not any other device.

I have tried switching the router off and on a few times for a minute or two, and once for over half an hour, to no avail.

Grateful for any help, please.

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

[LEricG]

Thank you Keith

[Debbie-TalkTalk]

Thanks @KeithFrench 

[KeithFrench]

 @LEricG 

If you continue to have problems after connecting the router (as I think you might), please let me know, as there is more help I can provide.

[Debbie-TalkTalk]

Hi LEricG

No problem 🙂

Debbie

[LEricG]

Thanks, Debbie.

[Debbie-TalkTalk]

Hi LEricG

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[LEricG]

Yes, please, Michelle.

Thanks

[Michelle-TalkTalk]

Morning,

Just to confirm, are you happy for us to send a replacement router for testing purposes? This would be a Wifi Hub. We would also send a router returns bag so that one of the routers can be returned.

Thanks

[LEricG]

Thank you, Keith.

[KeithFrench]

That is an old router by today's standards, even though it is probably unlikely to be the problem, I will recommend to TalkTalk that they swap it out, in case there is a hardware fault. TalkTalk will still ask you if you want the replacement or not.

[LEricG]

The Internet and the Wireless lights are flashing.

I have no wired connections.

[LEricG]

Thanks, Keith.

The router is D-LINK Model DSL-3782

[KeithFrench]

Normally when you see the WiFi connection status as saved, that means it has failed to connect to the router. Disabled would tend to suggest it is disabled in the phone.

Slow speed, intermittent dropouts, breaks in the signal, no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?