Hi. My internet connection has been dropping out 1-10 times per day for over a month now. I have spent hours and hours chatting with the ‘help’-bots and phone support on multiple occasions with no result. I am desperate for help (and internet) and extremely frustrated. Can you please try to help?
The drop outs are intermittent and there is no consistent pattern, but it consistently drops out multiple times a day. The light on the router stays white, suggesting it is still connected, but the connection is lost on all devices, whether connected by wifi or ethernet.
The chat-bots say that my router appears to be functioning fine, that the line connection is fine. But clearly something is not fine. On their advice I have:
1) Restarted the router. This usually gets the connection going again, but sometimes only for a few minutes. I do this multiple times a day.
2) Hard reset the modem by pressing and holding the reset button for 30 seconds. The result is the same a 1). It usually gets the connection going again, but usually only for a short while.
3) Turn off the router for 30 minutes and restart. The result is the same a 1). It usually gets the connection going again, but usually only for a short while.
My router is the Talktalk Wifi Hub, Sagemcom FAST 5364_3.00. Version SG4K10002829t. I have had the router for 4 years, and have just signed another new contract. I tried asking the helpdesk if it may be that the router needs replacing, but they refused to acknowledge this.
Logging into the router suggests that it is working correctly, even when the connection has been lost, so clearly something is not right.
Could it be that there is a bug with the router and it just needs replacing?
I can’t just be left with this situation and told that there is no problem, as there clearly is. Please can you help?
