internet connection repeatedly dropping out

[Johnc5]

On Saturday 21st December internet connection went down for about 4 hours mid morning. Since then my internet connection come on for a few minutes then router goes blinking orange, then blinking white then internet connection comes back then whole process starts again Very difficult to do anything on internet and no sign the situation will be sorted. Help please

[Chris-TalkTalk]

Thanks for the update John, if you do experience any further problems just let us know 

Chris

[Johnc5]

Just to update. The engineer came yesterday morning. He was very thorough. After checking just about everything, he said he was going to check the connection at the top of the telephone pole out on the road as he had noticed a spike and it was telling him this was 2 metres away. He went up the pole and found that there was some corrosion of the phone wire which was affecting the connection. He repaired this. He then did another couple of tests on the line and made sure my router was working ok before leaving.

I have not noticed any drops in my internet connection since and hope now that everything is fine.

Thanks also to the Talk Talk team for their help and support throughout this problem. It is really helpful and comforting to feel that you are not on your own in such times.

Thanks again and hope, in the nicest possible way, I don't need you again!

John

[Chris-TalkTalk]

No problem, thanks John

Chris

[Johnc5]

Thanks for that Chris. I hope they sort it all out. I'll let you know what happens.

Thanks again John

[Chris-TalkTalk]

Hi John,

I've booked the appointment for - January 06 2025, AM - please let us know how you get on

Chris

[fr8ys]

@Chaibongo123 please stick to your own thread where you have been given advice.

Thank you.

[Chaibongo123]

Mine went down on Boxing Day it couldn't pick up my internet.  They reset it and now it's going off every 20 minutes or so and coming back on.

spoke to someone on chat and they told me all I could do was buy a new router from them for £30, upgrade my package to include a booster and sent me a help guide to improve my WiFi.  No amount of telling them what use is that if the router is losing connection got me any help at all.

[fr8ys]

@Disgusted5 

Hi,
Please start your own thread, if you are looking for support, as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

[Disgusted5]

Since changing to fibre my internet connection has dropped out on numerous occasions. In recent months the connection gas been so bad that at times it has been virtually impossible to use the internet at all. TV is sometimes buffering so much that we seem to be seeing more of the twirly thing then the program we are trying to watch. In fact we often have to restart programs as it comes up with an error message. Almost a year ago TalkTalk advertised a full fibre package on my local Neighbourhood website and specified my local village. On contacting TalkTalk was told that full fibre was not available at that time but would be before the end of the year. What sort of firm advertises a product that they cannot provide. However despite the fact that the internet dropouts were getting worse I stuck with TalkTalk thinking that full fibre was only months away and hopefully that would solve all my problems. You have probably guessed - Year end and full fibre is NOT available here from TalkTalk. TalkTalk are charging me £140 to leave as I am in contract till January 2026. I appreciate that the dropout problem in this area is not just affecting TalkTalk customers. My next door neighbour had similar problems and she was with BT. However she recently changed to Kcom full fibre and has experienced no dropouts at all since making the change. I am leaving TalkTalk today and I think you can guess where I am going. I used to rate TalkTalk but how do you rate a company that adverises products they can't supply. They did take the advert down fairly quickly but it should never have been posted in the first place. They also stated that full fibre would be available in this area by the end of 2024. I checked recently and was told that while the cables were now being installed it would be months before the system was up and running. So much for the TalkTalk promise of before the end of 2024. When told I was leaving TalkTalk sent me an email saying I was leaving a fast and reliable service. If they think that it is fast and reliable then I certainly don't! I should point out that I am in my 80's and have a  number of health conditions and rely on the internet as many local hospital and doctors communicate soley by email.

[Johnc5]

Hi Chris thanks for getting back to me. I can do anytime next week, but would prefer not Thursday.

Thanks

John

[Chris-TalkTalk]

Hi John,

We'll need to arrange another engineer visit, can you let us know when you are available and we'll book it for you

Chris

[Johnc5]

Hi Chris thanks for keeping following this up.

After replying to Michelle on Tuesday pm it dropped out again quite a few times more. So Tuesday, down 8:15 back 8:20, down 9:50 back 10:05, down 14:10 back 14:14, down 14:42 back14:46, down20:30 back 20:32, down 20:33 back 20:33. Yesterday down 11:54 back 11:56, down 13:10 back 13:14, down 21:29 back 21:32.

So the problem persists. Let me know please next steps to resolve this.

Thanks John

[Chris-TalkTalk]

Hi John,

How has it been since your last post?

Chris

[Johnc5]

Hi Michelle,

Thanks for following things up, much appreciated.

I didn't notice any drop out in connection on Monday afternoon after switching the router off for 30 mins, nor that evening. However it did drop out this morning at about 8:15 for about 5 mins and then again at around 9:50 for 15 minutes. I can't say whether there were any other drops as I had to go out for a dental appointment and have only just got back.

So there is still a problem. I will continue to keep a note of things. Do you have a view of what the problem could be?

Thanks again

John

[Michelle-TalkTalk]

Hi John,

Thanks for confirming. How has how your connection been since yesterday afternoon?

Michelle

[Johnc5]

I have switched my router back on and am now back online.

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Johnc5]

Thanks Karl-TalkTalk for responding. Will do what you said.

Thanks John

[Karl-TalkTalk]

Hi

Now the engineer has been, can you power off the router for 30 minutes as this will start a new session, then we can see if the drops continue or are registered here.

Karl.

[Johnc5]

Thanks Michelle-TalkTalk for following up. The engineer came on Saturday 28th December and said his diagnostics were picking up some connectivity issues. After inspection he fitted a new master socket in my house, ran some more checks and said he was hopeful that would resole the issue. Unfortunately 30 minutes or so after he had left my internet went down again, but only for a few minutes. This happened three or four more times during the course of the day, but again only for several minutes and not for much longer as had been the case previously. Yesterday also it went down a couple of times, again only for a few minutes.

So there is still a problem. I don't know if it goes down during the night as of course I'm asleep and it could be going down other times during the day, it's only really when I'm on my PC that I would notice the drop out. What do you consider to be the next step in completely fixing the problem.

Thanks

John