Unreliable connection

[eden798]

Hi, I need to speak to someone at talktalk about my issue but can't find anywhere to do so? 
I have been a customer since 2019, and have had this problem for a while. At least once per day (most times it happens more than once), my internet will cut out for no reason. The hub usually is not affected, it just stays with the white light on. This is very frustrating as me and my partner work from home, and rely on the internet connection being stable, but it is very unreliable. Would it be possible that we need a new router? As I have had this one since 2019, so it is 6 years old now.

[KeithFrench]

You cannot speak to anyone via this forum. However, I might be able to help you.

Which make/model of router do you have?

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

The information below is provided by TalkTalk, for confirmation, please contact @Debbie-TalkTalk or @Lorrainef.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.