Internet Down & Router White Light Still On. Have to Reboot Frequently but Connection Doesn't Last.

[Choke]

The last 2 days my internet connection now keeps going off but my router light stays white. Only solution so far to get it back is to reboot the router each time but the internet connection is only lasting on average about 30/40 minutes before it goes down again, even though the router light still stays white.

I've got a direct cable into my router from hub and same setup I've had for years with no changes.

Convinced it's another outside issue (of which there have been many over the years) although I've run an online test when it was up & running and it came back with no obvious issues.

It may not be anything but one of the roadside boxes a few streets away from me has been wide open for months as the lock on it appears to have broken. I see today that it's now just loosely taped shut with 'Virgin Media' tape around it but the door lock has not actually been fixed.

May also be irrelevant but I had another issue several months ago and when that got fixed it transpired that other internet engineers were putting in new customer wiring connections in that roadside box and in doing so they had messed with my connection.  I would therefore appreciate it if someone could at least check for any external faults in my area that may well be causing the recent problems I've been having.

Thanks in advance.

[Michelle-TalkTalk]

Hi,

Apologies, I think we posted at the same time. As it's still dropping at the test socket then I think we should send a replacement router to rule this out. Would this be ok?

Thanks

Michelle

[Choke]

Can do but it's not a good start. As I said, just went down after it was in the test socket for about 30 minutes. Had to reboot again to get back on here to respond.

[Michelle-TalkTalk]

Hi,

Thank you. I'll re-check your connections stats again in the morning but could you also let us know how the stability compares now that the router is connected to the test socket please?

Michelle

[Choke]

Just went off again as I was trying to see if anyone had responded on here. Hopefully someone on here can see that happened. I had to reboot router again. White light was still on when it went down. Typing this as quick as possible whilst it's still on. Still in test socket which I'll leave for now as I have to go out as it's my son's birthday and we are going to his place for a prearranged meal. Hopefully someone can see what's occuring and give me a solution to my problem when I get back later to see responses. Only just started to experience this problem over the last couple of days but it's consistently just cutting out now although the white light on the router remains solid.

[Choke]

Okay. I've now unscrewed the faceplate. Behind it to the lower right there is only one other phone socket which I've now directly put the phone line into. It can only be the test socket because that's all that there is there.

[Michelle-TalkTalk]

Hello,

Thanks for confirming. This socket should have a test socket below the bottom half of the faceplate. If you gently squeeze the sides of the faceplate then it should lift away slightly to reveal the test socket. There may be wires connected to the back of the faceplate so we'd recommend doing this gently.

Michelle

[Choke]

Hi.

The FTTC by the looks of that guide.

[Michelle-TalkTalk]

Hi,

Which socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle

[Choke]

On the hub right in the corner of the room (behind the sofa) the face plate has my cable line in at the top ( a J connector?) and then one phone line (white flat connector) in underneath that. Is there another J connector test socket behind the screwed on face plate or is the test socket a white flat phone connector?

[Chris-TalkTalk]

Yes I can see reconnections. How many telephone sockets do you have?

Chris

[Choke]

Hi. Just got on here. No. It's in the normal socket as always in the main hub. Can you not even see all the reconnections that have happened over the last 24 hours?

[Chris-TalkTalk]

Hi Fernando2,

If you need assistance can you please start your own thread/topic and we'll be happy to help

Chris

[Chris-TalkTalk]

Hi Choke.

Line test is passing, is your router currently connected to your test socket?

Chris

[Fernando2]

I'm experiencing the exact same issue.  I tried to speak to customer services today but can't get past their automated voice/bot service which says they have sent me a text. (The text gives a link to my own talk talk account) Absolutely ridiculous.  I'm fuming. Seriously considering reneging on my contract even if it affects my credit score.