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?

[Debbie-TalkTalk]

Hi @rachbt 

Thanks for updating your Community Profile.

I've completed a line test and this hasn't detected any faults so I have ordered you a replacement router for testing, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Debbie

[rachbt]

Hi Debbie, thanks so much for replying.  I've added those details to my Community Profile, which I hope you can see okay.  If you need me to do anything further, then do please let me know.

[Debbie-TalkTalk]

Hi @rachbt 

I'm 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