Router Drops out from time to time

[hatos13]

Our router (Huawei-HG635) drops out from thr internet occasionally. It seems to do it every 3-4 weeks or so. Restarting the router brings the internet back. Is this likely to be aproblem with the router?

Many thanks

[Debbie-TalkTalk]

Hi @hatos13 

That's great news 🙂

Yes please can you return the old router using the pre paid returns bag.

I have also sent you a Private Message with a link to a short survey for the Community.

Thanks 

Debbie

[hatos13]

Yes Thanks. It all seems to be working OK. Presumably I should return the old one in the Returns Bag?

[Debbie-TalkTalk]

Hi hatos13

How are you getting on, did the router arrive on Thursday?

[Debbie-TalkTalk]

Hi hatos13

Ok thanks for letting me know 🙂

I will check in again with you on Monday to see how the connection is with the new router.

Debbie

[hatos13]

I haven't received it yet. It may be delivered today

[Debbie-TalkTalk]

Hi hatos13

Have you received the router?

[Debbie-TalkTalk]

Hi hatos13

Thank you 🙂

Debbie

[hatos13]

Thank you. I will let you know if the problem recurs

[Debbie-TalkTalk]

Hi hatos13

Thanks for your reply.

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

Let us know how the connection compares with this router.

Thanks

Debbie

[hatos13]

Yes please send a new router

 Thank you very much

[Debbie-TalkTalk]

Hi hatos13

Apologies for this.

I think we should send a new router. Are you happy for me to arrange this?

[KeithFrench]

There is not much point in trying to diagnose this problem with such an old router. I have asked one of TalkTalk's support to pick your thread up and replace it for you. This may not solve the problem, but at least it is an initial step in the right direction.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.