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?

[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 @Michelle-TalkTalk 

[Michelle-TalkTalk]

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

[Michelle-TalkTalk]

Morning rach,

I'm sorry to hear that your speeds have dropped. I've run a test on your line now and the sync speed looks consistent. Could you try powering down the router for a full 30 minutes and then retest the speeds again please as this will reset the current session and can often increase the throughput speeds.

Thanks

Michelle

[rachbt]

Hi @Chris-TalkTalk 

Many thanks for the message and checking up on us!  Glad to report still no drop outs in service, which is great. However, we are now experiencing quite slow internet speeds over the past few days, which we didn't really have before the problems with the drop outs.  I did a speed test this evening whilst logged in to our talk talk account, and was running at around 33mb to the device (similar for both wireless and wired devices), but was as low as 8mb yesterday evening, even though the same test suggests the the speed to the router is around 40mb! 

If there is anything you can help with this problem, it would be much appreciated.  Many thanks.

[Chris-TalkTalk]

Hi Rachbt,

How are you getting on, is everything still OK?

Chris

[Chris-TalkTalk]

Hi rachbt,

Glad to hear that you've seen some improvement. Could you just see how it goes over the next couple of days and we'll check in with you again after Christmas

Chris

[rachbt]

Good evening @Debbie-TalkTalk ,

Apologies not to get back sooner you sooner today.  In summary, we have had no further internet drops at all over the weekend, which is great! Perhaps one thing to mention though was the internet did slow down a bit at a few points on Saturday and Sunday afternoons / early evenings (website slow to load, buffering on videos, etc.), but it did seem to get back to normal again okay.

So do you think the wider issue is now resolved? If there is anything else I need to be doing at our end, then do please let me know.  Many thanks again for all you help with this over the last week or so!

[Debbie-TalkTalk]

Morning @rachbt 

Has everything been working ok over the weekend?

[Debbie-TalkTalk]

Hi @rachbt 

I'm so glad to hear this 🙂

We will check in again with you on Monday just to make sure everything is still working ok.

Thanks

Debbie

[rachbt]

Hi again @Michelle-TalkTalk . Just a brief update to say all still stable here with our connection and no drop outs, which is all good!  Assuming nothing changes in the meantime, shall I give a final update after the weekend?  We also have the additional router you sent out (though we are currently still using our original one which was working marginally better at the time we were having the issues), so shall I look to send that back to you? Many thanks 😁

[Michelle-TalkTalk]

Great thank you 🙂

Michelle

[rachbt]

Will do 😀