No internet in hot weather

[Rose66#]

Hi 

Hope I can get some advice . During every spell of hot weather our internet goes off for the majority of the day 12pm -7pm . This has been happening for 2 years now ! 

we have had several engineers out , replaced router , checked connections- all fine . I’ve checked family safe locks (all off)!

i’m wondering if the box holding the cables into the house is getting the direct sun and heating ? Please can anyone offer any advice ? 

thank you 

[Rose66#]

Internet Back on 7.30pm . Please can you look at the problem . 
many thanks 

[Rose66#]

The router was replaced last year . However , this is a recurrent problem which only happens in hot weather.  They have tried a new router and the same problem still occurs . 

As you can imagine it’s incredibly frustrating . We have tried switching the router in and waited 20 mins as advised . 

Thank you for your help 

[Gliwmaeden2]

So the router was replaced within the past 4 weeks, when all this started, @Rose66# ?

If it were not so new, @Debbie-TalkTalk would probably hope to first try another one before sending out an engineer, in case the fault is with the equipment.

[Rose66#]

We only have 1 router so not sure what this means . 

we have had engineers out (you can see the log) so not sure what to do . We cannot go on like this . 

Please can you arrange for an engineer visit . 

[Rose66#]

No internet again this afternoon - 4.30pm 

please can you investigate 

[Debbie-TalkTalk]

Hi Rose66#

The line test is clear - no faults detected.

If you have tested with a different router at the test socket then the next step will be an Openreach engineer visit to the property.

Would you like me to arrange this visit?

[Rose66#]

Turned the router off at 7pm and internet now back on . 
pls can you check this pattern . It’s a new router .

many thanks 

[Rose66#]

Thank you . They asked me to let them know when it happens - hopefully they will be able to look into it . 

[Gliwmaeden2]

I'll re-escalate this for you, @Rose66#.

Staff are not on here this late in the afternoon. They should pick it up on the morning. 

[Rose66#]

Internet off currently (18 June 5pm) 

also off yesterday 4pm -8pm. 
please can you run diagnostic checks 

[Rose66#]

Internet off currently - and has been this afternoon 

[Rose66#]

Not that I’ve noticed … 

it just stops every time there is a spell of hot weather . Very frustrating . 

please can you help ? 

[Chris-TalkTalk]

Hi Rose

Have you noticed if there is any noise on your telephone line when the internet connection drops?

Chris

[Rose66#]

Hi 

no internet 4pm -8pm yesterday 17th June and we had hot weather . 

I couldn’t post as no internet 

please can someone look into this 

many thanks 

[Rose66#]

Hi 

no internet 4pm -8pm yesterday 17 June … it was hot weather . 

I couldn’t post as no internet. 

Please can someone look into this 

thank you 

[Chris-TalkTalk]

Hi Rose66#,

Was the weather hot? Did it just come back on, on it's own, or did you reboot the router?

Chris

[Rose66#]

Hi 

internet went out yesterday (2nd June)  1pm - back up 2.30pm 

many thanks 

[Chris-TalkTalk]

Yes they will

Chris

[Rose66#]

Thank you, I will do. 

will they have access to when I’ve previously logged problems? 

many thanks 

[Chris-TalkTalk]

Hi Rose,

If you'd like to discuss compensation it would be best to post in the billing section once the issue has been resolved

Chris