Internet Connection Drops Several 10's of Times a Day

[JB1989]

All internet connected devices drop off several times a day from having a connection. For example, my phone, tv and laptop (which I use for work so it's really annoying). These devices still are able to pick up the router without an issue, but the internet connection itself is not there. It will bring itself back online after a few minutes, but it can only take a matter of seconds for it to go again in some instances. I have a box that is connected to the wall socket, which in turn is connected to my TalkTalk router (it's how TalkTalk set it up). I've tried a factory reset on both as per advice from TalkTalk when I raised this in the past and that makes no difference, and TalkTalk say there are no issues when doing a fault check on the line. This is getting seriously annoying now and it's affecting my job when working from home. It's becoming more frequent as each day comes and i'm fed up with it to be honest. Anyone got any advice who isn't employed by TalkTalk as they are completely unhelpful and know nothing, generally?

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. I've run a test on the line which hasn't detected a fault. Just to confirm, is the router or modem currently switched off?

Thanks

[JB1989]

@Debbie-TalkTalk , I have updated the profile as requested. Are you able to assist now?

[KeithFrench]

It's a Sagemcom FAST5364. If you complete your profile as requested by @Debbie-TalkTalk, she will be able to help you with this.

[Debbie-TalkTalk]

Hi JB1989

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

[JB1989]

Hi Keith, thanks for replying. No idea of the make/model as nothing on it, but it is a talktalk one and photo attached. Always a single, solid white light. Never goes off and never changes colour when the issue is happening. 

We have no wired connections at all in the house except for a talktalk powerline adaptor from the router location to the TV at another location. I do get the issue with the powerline adaptors unplugged too. 

 

[KeithFrench]

Sure, but please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What is the exact status of the lights on the front of the router when this happens?
3. If you have any wired connections, are they affected in the same way as wireless ones?