No internet since late last night

[Andii]

Hi my Internet stopped working from last night. I've restarted the router twice but this hasn't helped. The light is solid orange. 

[KeithFrench]

Hi @Andii 

That makes it sound more & more like WiFi interference to me (not knowing the past history of your problem).

Do not worry about interpreting the results; I will do that for you. I will send a PM to that contains a link for a guide of mine on Wi-Fi interference. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially, look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Select the analyser of your choice & my guide explains how to use it.

If you are using Wi-Fi Scanner, then please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post to preserve your privacy.

With all other analysers, please follow my instructions below.

Collect the screenshots that I require and include them in your reply.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos, please, as they can be difficult to read, because the text can get out of focus when zoomed in. Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large.

[Andii]

Hi yes I can let you know what you require. It's strange because it seems to be ok again today but yesterday my phone and tablet kept disconnecting all throughout the day! Today it hasn't happened so far. 

[KeithFrench]

Hi @Andii 

@Debbie-TalkTalk has asked me to help you. If this is down to wireless issues I should be able to help you.

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I will try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

[Debbie-TalkTalk]

Hi @Andii 

Thanks for your reply.

@KeithFrench Please can you take a look?

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue.  Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.  If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc.  one of the TalkTalk team will jump in and help out.

[Andii]

Hi sorry I totally missed this message. The connection was actually ok this week but it's started disconnecting again today especially on my mobile. Even if I'm right next to the router it's still doing it so I'm not sure if wi fi boosters would help. I've never needed them before as this has never been an issue before. It doesn't seem to affect stuff like Alexa or the PS5 (which is nowhere near the router) but my mobile has disconnected at least 6 times today. 

[Debbie-TalkTalk]

Hi @Andii 

Our Network Team believe this is related to WIFI coverage issues and have advised me to send a WIFI booster. Are you happy for me to arrange this?

[Andii]

It's on all of our mobiles and tablets in the home. From my observations yesterday it looks like things like Netflix and Alexa aren't affected when the connection drops but I could be wrong. 

[Debbie-TalkTalk]

Hi @Andii 

Can I just check, are any wired connections dropping too or are you only using wireless?

[Andii]

Thank you. Connection has dropped at least 4 times so far this morning. This never occurred with the old router. 

[Debbie-TalkTalk]

Hi @Andii 

The line tests are all clear so our Network Team are currently looking into this issue.

I will let you know as soon as I have further information.

Thanks

[Debbie-TalkTalk]

Hi @Andii 

I'm running some tests and I will post back as soon as I have more information.

Thanks

Debbie

[Andii]

@Debbie-TalkTalk Can I get a reply please? 

[Andii]

Hi the new router arrived and my Internet is back, however, connection is dropping randomly many times throughout the day for about 20/30 seconds then reconnects itself. The light stays white. I ran a line test which is showing no problems and my phone line is fine. 

[Debbie-TalkTalk]

Hi @Andii 

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[Andii]

Yes please that would be appreciated. Please let me know when order is processed. 

[Anonymous]

Hi Andii,

Ok, thanks for trying this. Would you like us to send a replacement router?

Michelle

[Andii]

Hi I have done this and the router still remains orange. It's looking for a connection as it is flashing between white and orange but then goes soild orange. 

[Anonymous]

Hi Andii,

Thanks. The 5C socket should have a test socket behind the faceplate. If you gently squeeze the sides of the lower faceplate then it should lift away. There may be wires attached to the back so do this gently. Could you then connect the microfilter and router to the test socket please to see if it will then connect.

Michelle

[Andii]

NTE 5C (3rd one)

[Anonymous]

Hello,

Which socket do you have please?

Your guide to main phone sockets - TalkTalk Help & Support

Thanks

Michelle