Router keeps restarting

[Rowdenaro]

My router keeps restarting itself. Engineer has visited house and confirmed no issues with line. We both believe that the router itself is the problem and should be replaced. The problem is I cannot get Talk Talk customer support to understand this. They are treating this issue as if the wifi signal is dropping out and can be resolved by adding a microfilter to the line. Can someone from Talk Talk please respond to this and explain how I can escalate this

[Chris-TalkTalk]

No problem 

[Chris-TalkTalk]

Hi Rowdenaro,

Thanks for answering the security questions, I've sent you a PM requesting a little more information

Chris

[Rowdenaro]

At least I'm getting loads of Talk Talk badges out of this 🙂

[Rowdenaro]

Oh ok. I shared a picture of the logs from teh router earlier. Does that give any clues?

[Debbie-TalkTalk]

Hi Rowdenaro

Unfortunately we can't do this for Fibre connections. DLM monitors the line adjusts the profile.

Thanks

[Rowdenaro]

Just found this post with someone who seemed to be having a similar problem. Is it worth trying this...

I'm sorry for the delay. The SNR looks like it might be dropping too low which can affect the stability and speed so I've optimised the connection now and the SNR has increased. Could you let us know if their is any improvement in stability please?

[Rowdenaro]

And now it's gone off again

[Rowdenaro]

Here's the latest page of logs if that helps  

[Debbie-TalkTalk]

Hi Rowdenaro

I'm just sending you a Private Message to confirm some details so we can arrange the engineer visit.

Thanks

[Rowdenaro]

I would like an engineer to visit asap please. We have had two engineers visit us so far about this problem. One replaced the socket and the other thought the router was to blame. Can I have some assurence that that next engineer will dig a bit deeper into this in order to resolve this please? Surely the error logs on the router may shed more light on this. But the last engineer said they didn't look at these. The router is offline by the way

[Debbie-TalkTalk]

Hi Rowdenaro

Apologies, the line test is now clear but was showing a potential issue when Michelle ran the test earlier.

Would you like me to arrange an Openreach engineer visit to investigate further?

[Rowdenaro]

Update - it's gone again

[Rowdenaro]

Hi Michelle. Thanks for getting back to me. We no longer have a phone connected to the socket but we didn't have any issues with it in the past. We seem to be back online now but as I said, it has dropped several times today. And by dropping out I don't just mean the wifi signal. It's like the router is resetting itself which means each time this happens it takes around 5 minutes to get back online again

[Michelle-TalkTalk]

Hi,

I'm sorry to hear this and I will take a look now. I've re-run the line test which is detecting a potential fault. Can I just confirm before we pass this over for investigation, are you experiencing any issues with the voice service such as noise on the line or is it just the broadband connection which is affected?

Thanks

[Rowdenaro]

Hi Debbie

I have recieved my replacement router. I set it up yesterday and it worked fine for the rest of the day. Unfortuanetly today it has dropped out several times causing serious disruption to my partner who is working from home. Can you please advise

[Debbie-TalkTalk]

Hi Rowdenaro

Have you received the replacement router?

Thanks

Debbie

[Debbie-TalkTalk]

Hi Rowdenaro

No problem, please let us know how you get on.

Thanks

Debbie 🙂

[Rowdenaro]

Many thanks Debbie

[Debbie-TalkTalk]

Hi Rowdenaro

Thanks for updating your Community Profile.

I have ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Rowdenaro]

Thanks Chris. I have done that now