Router - frequent connection dropping

[Chapworthy]

Hi, have been having issues with our broadband the last few weeks - connection from my router drops (WiFi and ethernet), usually a couple of times a day, and then requires a restart to restore connection. Any ideas?

Thanks in advance 🙂

[Debbie-TalkTalk]

Hi Chapworthy

Ahh brilliant 🙂

If you do experience any further issues, then please let us know.

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

Thanks again.

Debbie

[Chapworthy]

Yes! Connecting fine now, great stuff 😃 thank you

[Debbie-TalkTalk]

Hi Chapworthy

Thank you 🙂

All updated, please can you retest?

[Chapworthy]

Hi Debbie,

Yes that's fine to do that now, thanks.

[Debbie-TalkTalk]

Hi Chapworthy

Thanks for your reply.

In regards to the VPN, I will need to make a change to your router firmware, will it be ok if I do this now?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

[Chapworthy]

Hi Debbie,

We've received and installed the router, the connection seems fine at the moment, although I can no longer connect to my work VPN (which is required), is this something you can look at remotely?

Thanks, Chris

[Debbie-TalkTalk]

Hi Chapworthy

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

[Chapworthy]

Thanks Debbie, yes please, if you think this could potentially help.

[Debbie-TalkTalk]

Hi Chapworthy

Would you like me to send a replacement router for testing so we can rule this out?

Thanks

Debbie

[Chapworthy]

Hi Debbie, no I haven't been sent a new router for testing.

[Debbie-TalkTalk]

Hi Chapworthy

Have we sent you a replacement router for testing?

[Chapworthy]

Hi Debbie,

Sorry for delay in my reply! The connection has been generally a lot better the last few days, although has dropped a couple of times, including this morning, although only for very short periods (I notice because my work VPN connection disconnects each time)

[Debbie-TalkTalk]

Hi Chapworthy

I'm sorry to hear this.

I can see 1 reconnection. The line test is clear.

How has the connection been since your last post?

Thanks

Debbie

[Chapworthy]

Hi Chris, it just dropped now (has been working well for the last few days), I checked the openreach modem, the power light is on, internet is off, DSL and LAN are flashing.

[Chris-TalkTalk]

OK thanks. Next time you experience the problem could you check the Openreach modem lights to see if they've changed

Chris

[Chapworthy]

Hi Chris, not too sure - I think maybe the internet light goes off.  We had an issue on Sunday when the whole thing went down and needed a restart on the openreach modem too, but that seemed different to the everyday day issues.

[Chris-TalkTalk]

Hi Chapworthy,

Have you noticed if the lights change on the Openreach modem when the connection drops?

Chris

[Chapworthy]

Hi Michelle - no, it's a bit weird, router light stays continuous white. Also, sometimes it only affects certain devices whilst others keep a connection... Working fine right now btw

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and I will take a look now. I've run a test on the line which hasn't detected a fault, however I can see re-connections on the line. Can I just confirm, do the lights change on the router or the Openreach modem when this happens please?

Thanks