Internet Connections keep dropping (White light remains on)

[rachbt]

I have had a problem with internet connection dropping since about Monday (9th December), even though at all times the router light remains white as if connected with service. This is for ALL wired and wireless connected devices. If I restart the router (the TalkTalk Wi-Fi Hub, leaving it for at least 20 minutes), the connection comes back, but it fully drops again anywhere between the following day or only after a few hours. We haven't changed anything about our setup. I last had to reboot the router at 7.30pm today.

I really need to get this resolved as my family work from home - I have already been through two live chats where they suggested a factory reset button on the back of the route. It lasted about an hour before the same issue returned.

I suspect an issue with the router is the problem, but resetting the router only helps for a short period. Are you able to help to get this fixed?

[sabelo-TT]

@rachbt, thank you for keeping us posted about this matter as we appreciate your feedback. 🙂 

[rachbt]

Hi Chris

I realise it is some time since I last posted here and spoke to you and @Debbie-TalkTalk  about this issue, but all was successfully resolved. A belated thank you again for your assistance in resolving this!

In the last week or so, we have upgraded to full fibre broadband and therefore were sent a new router - all is working brilliantly :-). As I was bagging up are existing router ready to send back to Talktalk, I realised we still had a second router you sent out to us to test the issue back in December. Just to let you know that I will also send this one back at the same time, but in a separate envelope.  I hope this will be okay with you and not confuse matters?

Thanks again.

[Anonymous]

Morning,

Great thank you.

Michelle

[rachbt]

No problems, I will swap the routers over the evening and report back how we get on.  Many thanks.

[Anonymous]

Good morning,

Yes please as this would just help to rule out any issues with the current router.

Thanks

Michelle

[rachbt]

Hi again Chris, not yet tested with a second route with this speed issue - we last used it the 'new' router that was sent to us when the problem with the full drop outs was happening before Christmas.  The reason being I was a little reluctant to make the issue worse, but would it assist it I did try another router for a couple of days and report back again?  Many thanks!

[Chris-TalkTalk]

Thanks, and you tested with a second router?

Chris

[rachbt]

Thanks for getting back to Chris and for the update. Yes, it does affect all devices whether wired or wireless.  The other thing to note is sometimes it happens when there is lots of devices connected and other times when there may only be one...

[Chris-TalkTalk]

Thanks for that. I've checked these time against the line history but nothing stands out. The error count remained low and no unavailable seconds. Do you see the drops in speed on both wired and wireless devices?

Chris

[rachbt]

Good morning @Chris-TalkTalk !  As promised we tried to monitor the times of when we noticed drops in speed, and whilst not perfect, it was approximately as follows:

11/1/25, 4.20pm - download drop to around 10mb when I did a speed test

11/1/25, 8.40pm - generally slow, buffering on devices, etc.

12/1/25, 4.35pm - download speed down to around 8 - 10mb again, for a short period

12/1/25, approx 9pm - 11pm - generally slow, buffering on all devices, etc. and download around 34mb when checked

Hope this information is helpful, and happy to expand on detail if needed.  Many thanks!

[Chris-TalkTalk]

OK thanks, have a good weekend 🙂

[rachbt]

No problems Chris, we will do that and report back.  Many thanks!

[Chris-TalkTalk]

Thanks for the information. Could you monitor the connection over the weekend and make a note of the times of any drops in speed, we can then check those against the connection logs to see if we can see any potential causes 

Chris

[rachbt]

Hi @Chris-TalkTalk , many apologies not to reply to your message until now.  In summary it has been much the same as before Christmas, with no drop outs at all (which is great!) but perhaps once or twice a day the speeds dropping right off (wired and wireless) for a short period before returning to normal again. This is doesn't seem to correlate to the number or devices being used by the household either, so not sure what the cause is.  I haven't wanted to fiddle too much (such as using the other router you sent us or the setting on the router itself) for fear of making the issue worse again, but any advice would be gratefully received. Many thanks.

[Chris-TalkTalk]

Hi rachbt,

How has it been since your last post?

Chris

[rachbt]

Many thanks @Anonymous 

[Anonymous]

Good morning,

Thanks for the update and we'll check the connection stats in a few days to see if DLM has made any changes to the speed.

Michelle

[rachbt]

Good evening, as promised I checked the speed after resetting the router,  and broadly has seemed to improve things.  I checked it couple of times, to see if was consistent, it was initially 37Mbps shortly after the reset, dipped to around 34Mbps mid afternoon and is currently around 36Mbps download speeds. Tried it both wired / wireless, and was the same speed. So still a touch slower than before, but a definite improvement.

[Karl-TalkTalk]

No Problem 🙂

Test and report back here when you can.

Karl 

[rachbt]

Hi @Anonymous, thanks for getting back to me, and I will try powering down the router now and see how we get on!