Internet connection keeps randomly dropping throughout the day

[AJW93]

Hello. 

We've recently had an engineer around our house to check the connections within our home. He's replaced the ethernet cable as he said there was a manufacturing fault with it which could be causing the dropouts in connection. 

Since the visit we've been having the same issues where our internet will randomly drop throughout the day for roughly a couple of minutes at a time. 

When checking the router there is a flashing orange light which eventually turns to steady white once the internet has reconnected. 

I'm just wondering what this issue could be? 

Thanks. 

[Debbie-TalkTalk]

Hi Adam

I'm so glad to hear this, thanks for letting us know 🙂

I've sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[AJW93]

Hi everyone. 

Just wanted to say thank you for all your help. 

Sorry I've not been on earlier to keep you posted about this question. 

We received the router in the post on Monday. We've had no issues so far with our internet connection. 

It looks like it was the router that was at fault. 

Kind Regards,

Adam. 

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Have you received the tracking sms?

Thanks

Michelle

[AJW93]

No problem. Thanks for the info 👍🏻

[Gliwmaeden2]

Staff are not on here at weekends, @AJW93, so I am afraid that you will need to go by the text message alerts etc.

[AJW93]

Morning.

I'm just wondering if we need to be in for the delivery or whether it'll just be posted through our letterbox? 

I'm also wondering if you have any tracking information yet. 

Regards,

Adam. 

[Debbie-TalkTalk]

Hi AJW93

I can't see the tracking number yet but you should also receive a text message about the delivery.

There will also be a pre paid returns bag so the old router can be returned.

Thanks

Debbie

[AJW93]

Thanks Debbie. 

Will we get tracking details for it and also do you need us to send our old router back to you?

Kind Regards.

[Debbie-TalkTalk]

Hi AJW93

No problem 🙂

It's a courier so it may arrive over the weekend.

Thanks

[AJW93]

Hi Debbie. 

Thanks for getting this sorted for me. 

Does the router get delivered at weekends as well or is just on weekdays? 

Regards. 

[Debbie-TalkTalk]

Hi AJW93

The router is on its way, there is no charge for this.

Please allow 24-48hrs for this to arrive. Let us know how you get on.

Thanks

Debbie

[AJW93]

Morning Michelle. 

That'd be great if you could. Would there be any charge for this? 

Regards.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

[AJW93]

Morning Michelle. 

We've had the same issue again this morning with the connection dropping for about 5 minutes. 

Kind Regards.

[Michelle-TalkTalk]

Good morning,

I'm glad to hear this and please let us know if the connection does become unstable.

Thanks

Michelle

[AJW93]

Just an update. 

So I've been using the router with the microfilter attached to the test socket since we last spoke. 

I haven't noticed any issues with the connection dropping so I'm guessing it could have just been a faulty faceplate. 

I'll keep track of it tomorrow and let you know with any updates. 

Thanks. 

[Debbie-TalkTalk]

Hi AJW93

No problem 🙂

Please let us know how the connection compares with the router at the test socket.

[AJW93]

Thanks for the info Debbie 🙂

[Debbie-TalkTalk]

Hi AJW93

Thanks for your reply.

You can keep the router connected at the test socket, mine is like this at home.

[AJW93]

Hi Michelle. Unfortunately we don't, no. There's only this socket in the house as far as I'm aware. 

Can you use it like this without the faceplate on or will it cause damage to the socket? 

Regards.