Issues with disconnects

[JordanS]

A couple months ago I was having constant issues with DL speed drops. I reported this to Talk Talk many times to be told 'our test isn't detecting any faults' despite me contacting multiple times to raise the issue. They sent out a new router as I hadn't been upgraded, and this has since resolved the issue. However, since the new router I have been having regular disconnects when I get home from work, once or twice an evening. I'll be gaming and in Discord with friends, I disconnect from the game I'm playing, my voice goes "laggy" in Discord so I'm told, then I cut out, 10 seconds later I'm back like nothing happened. I'm on a wired connection to my PC, so wireless won't be the issue, although my wife has noticed similar issues and she is working on a wireless laptop, so there definitely appears to be an issue with the router in some way, as opposed to my line as I never had these disconnect issues previously, only when I had the new router to resolve the speed issues. 

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this. I'm just sending you a short survey via a PM now.

Thanks

[JordanS]

Hi @Karl-TalkTalk , touch wood, so far it's been all good since the firmware update. Will continue to monitor but yes it seems to have resolved it.

[Karl-TalkTalk]

Hi JordanS

How has the connection been ?

Karl.

[Michelle-TalkTalk]

Hello,

No problem. We will also check back in with you on Friday to see how the connection has been.

Thanks

[JordanS]

Morning @Debbie-TalkTalk, thank you. I'm qt work in the office today but will monitor tonight and coming days to report back.

[Debbie-TalkTalk]

Hi Jordan

UPDATE.

The firmware has now updated, please can you let me know how the connection compares now with this router connected?

Thanks

[Debbie-TalkTalk]

Hi Jordan

Sorry for the delay.

I'm trying to make a change to the router firmware, is the router still switched on?

[JordanS]

@Debbie-TalkTalk  Just FYI, the new router is still disconnecting.

[JordanS]

Hi @Debbie-TalkTalk , the new router is all connected now.

[Debbie-TalkTalk]

Hi Jordan

Could you connect the router again and I will check the firmware first.

Thank you.

[JordanS]

Hi @Debbie-TalkTalk , we can give it a try, could it also be firmware related on the current 'new' router that I have? I haven't personally updated the firmware and last time I tried on the old router I believe this is something only you guys can do now as the firmware isn't available to download online anymore from what I found previously.

[Debbie-TalkTalk]

Hi Jordan

Would you like me to send one more router for testing?

[JordanS]

With the old router speed drops frequently, too much for me to want to use. With the new one there are no speed drops, but disconnects instead.

[Debbie-TalkTalk]

Hi Jordan

Thanks for your reply.

Is the speed lower at certain times?

[JordanS]

Good morning @Debbie-TalkTalk , I can confirm that I've had the old router plugged back in for the last few days and I've had no disconnects, I've had speed drops as I previously did, but no disconnects.

[Debbie-TalkTalk]

Morning JordanS

How are you getting on?

[Debbie-TalkTalk]

Hi JordanS

Ok no problem. I just wanted to check in with you.

Thanks 

Debbie 🙂

[JordanS]

Hello @Debbie-TalkTalk , haven't been able to switch it over yet, I'm working from home today so will give it a try when I finish later this evening, shall then monitor over the coming days and will report findings here. Thanks.

[Debbie-TalkTalk]

Hi JordanS

How are you getting on?

[Debbie-TalkTalk]

Hi JordanS

Yes please if that's ok.

Thank you.