Internet keeps disconnecting but light stays solid white

[Andii]

I have been trying for 3 hours to get through to live chat but no luck at all tonight. For the past few days my Internet disconnects and I have to restart the router. The light however stays solid white so there's no indication that the Internet cuts until we go on a device. It's been happening  for a few days but today the Internet will only last an hour or so and then I have to restart the router. Can I please request a replacement router?

[Michelle-TalkTalk]

Good morning,

Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle

[Debbie-TalkTalk]

Hi @Andii 

Apologies for this.

Our engineers are working to fix this issue ASAP.

As soon as we receive additional updates then I will post back on this thread.

Thanks

[Andii]

Same. Issue started beginning of last week. Seems to be the same for most of us. 

[Andii]

Yes live chat are no help in this particular situation.

[JCWM1]

Also having this problem- hard reset made no difference. Frustratingly had a message this afternoon saying it had been fixed but it has not. Live chat just repeatedly tells me to do the hard reset but that doesn’t solve the issue - might come back for an hour or so but no

more. Come on TalkTalk, we rely on broadband for work and so much more, incredibly poor service. If it’s a router problem, why not send us new routers that actually work?

[adrian555]

yes i got the same problem this has been happening for over a week now with no resolution. 

[Andii]

@Michelle-TalkTalk Hi any updates yet? It's just disconnected again about 10 minutes ago (5.40pm) I've tried changing the DNS router settings as advised to others with the same problem but still no joy with Internet staying stable. Ongoing issue. 

[Michelle-TalkTalk]

No problem 🙂

Michelle

[Andii]

@Michelle-TalkTalk Thank you

[Michelle-TalkTalk]

Will do. This is my number one priority and I've got a lot of people investigating this to try and find the root cause so I'll post back as soon as I know more.

Thanks

Michelle

[Andii]

@Michelle-TalkTalk Yes it's happening to a lot of us. Please update when you can as it is very frustrating having to keep restarting the router! 

[Michelle-TalkTalk]

Good morning,

I'm really sorry to hear this. We're currently looking into this with our Escalation Team as we're seeing quite a few posts about this at the moment and I'll post back as soon as we receive an update.

Thanks

Michelle

[Andii]

Thank you. 

[Gliwmaeden2]

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Go via your avatar; settings; drop down menu...add your Talktalk phone number or account number in Personal Information. Scroll down to find the button to SAVE CHANGES. 

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