Talk talk WiFi hub repeatedly dropping connection

[GForce]

I've reported today my WiFi router continually losing connection. Right now using mobile phone data to post this.

I've been told a new router is on it's way and when I asked further why is this issue happening now out of the blue. Only told there is a firmware issue. This router is not very old.

I think there is a larger network issue that  TT is not addressing. It is very inconvenient.

Can see other people on this forum in the same boat.

[Chris-TalkTalk]

OK thanks. Could you post a screen shot of the message saying it's disconnected and I'll ask our product team to take a look. In the meantime I would just ignore it if the service seems to be working OK

Chris

[GForce]

yes

[Chris-TalkTalk]

So the internet connection seems to be working fine it's just that when you log into the router it shows that it's disconnected even though it clearly is?

Chris

[GForce]

Hi Chris,

no what I mean is I can use internet wirelessly and tested with ethernet it works. But when I sign in for the router is not connected to the internet, says  "the status is disconnected".

thanks

[Chris-TalkTalk]

Hi GForce,

So you can access the internet on a device connected to your router by Ethernet cable but you can't on devices connected to you router by wireless? There does appear to be wireless congestion in your local area

Chris

[GForce]

ok i've tried whilst wired and it's working.

if i am signed into router online how can i reactivate the internet being connected to my router?

[Debbie-TalkTalk]

Hi @GForce 

On the back of the router there are passwords for WIFI password and also router admin. The router admin password is the one to access the router settings.

Are wired devices also dropping or is this only affecting wireless?

[GForce]

i have signed into my router it says it has no internet disconnected even though the router is on and light not flashing. When I went to change the channel for wireless it's asking for a password for WPA channel - is this the same password to sign in for router?

[Michelle-TalkTalk]

Good morning,

Thanks for confirming. If the connection is still dropping at the main socket with 2 different routers and with all other equipment removed from the line then the next step will be to arrange an engineer visit to the property. Would you like to go ahead with this?

Thanks

Michelle

[GForce]

no noise

[GForce]

Okay my phone line is fine.

Can I just check if the TP link router at the back has LAN 1- 4 that means I cannot test the line with it as it does not have broadband socket?

[Chris-TalkTalk]

Hi GForce

The first test showed high resistance which could be internal or external but probably external. I've just run the test again though and it passed. Is your telephone service OK, is there any noise on the line?

Chris

[GForce]

Router is not old

[GForce]

I can you tell me if this is an internal or external fault from first test?

[Debbie-TalkTalk]

Hi @GForce 

Would you like me to send a replacement TT router for testing?

[GForce]

I have the TP link router which is now on but because I have to pay via sim card no internet.

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Would it be possible to connect the alternative router please and we can run the line test again?

Thanks

Michelle

[GForce]

Also does the potential fault mean it's a external cabinet  or router issue?

[GForce]

hi, i don't have a test socket my router is plugged into main socket. I have a spare router (tp link).

[Michelle-TalkTalk]

Hello,

Ok thanks for confirming. Is your router connected directly at the main socket? Do you have any extension sockets? Do you also have an alternative router that you could test with please?

Thanks

Michelle