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Router keeps dropping connection

anthonycregan
First Timer
Message 12 of 12

Router keeps losing connection to the internet.

It started 3 or 4 days ago and dropped once or twice a day but is now happening much more frequently, sometimes I only get 10 minutes.

I have checked all cables and sockets.

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11 REPLIES 11

Message 1 of 12

No Problem.

 

Karl.

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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anthonycregan
First Timer
Message 2 of 12

Many thanks, your help is much appreciated

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Message 3 of 12

Hi

 

I've a router on the way to you so we can rule out a hardware issue.

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

anthonycregan
First Timer
Message 4 of 12

Hi, thanks for your response, yes I have to reboot the router to re-connect

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Message 5 of 12

Hello,

 

I'm sorry to hear this. I've run a test on the line which hasn't detected a fault, however I can see re-connections on the line. Do you have to reboot the router to re-connect? We do have new firmware coming soon for the Sagemcom router which is in the final stages of testing and we should hopefully have a date shortly when we are able to roll this out.

 

Thanks

 

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Skynet_TX
Community Star
Message 6 of 12

Ok, the staff here will be able to pick this up for you shortly. If they did think this might be the common DNS issue that affects this model of router then they may be able to offer you a replacement of a different type (the Huawei hub)

anthonycregan
First Timer
Message 7 of 12

Hi, yes it is the Sagecom hub and yes the white light remains solid when the connection drops

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Skynet_TX
Community Star
Message 8 of 12

What make of router do you have, and what do the light(s) do on the router when the connection drops ?

 

If you have the Sagemcom Wi-Fi Hub, and the LED is remaining solid white when you have this issue then you may be suffering from a known issue that affects the firmware for that model of router, especially if you are losing connection on both wired and wireless devices.

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anthonycregan
First Timer
Message 9 of 12

Also when the connection drops I reboot the router and it connects again for a while

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anthonycregan
First Timer
Message 10 of 12

Thanks, I have updated my profile.

When I run the the connection test it says everything is ok.

My problem is I cannot run the test when the router has lost connection !

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Skynet_TX
Community Star
Message 11 of 12

Hi @anthonycregan,

 

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

 

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

 

If your master phone socket has a test socket then you could also try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

 

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

 

Don't post any personal details in this thread, just add them to your community profile.

 

Then they will hopefully be able to respond to this post tomorrow.

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