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HG635 Router - Internet Connection used to be fine but has started frequently dropping out

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6 REPLIES 6
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Popular Poster

Initially when we upgraded to Fibre we were happy with our internet connection, however, for the past few months we have been experiencing an increasing number of incidents where  our broadband connection has fallen over.  It just disconnects, for a bit then reconnects itself.  There doesn't seem to be any fixed pattern to when this is happening, it just appears to be an intermittent fault, that happens most if not every day.   My husband went through some trouble shooting regarding this via online chat a few weeks ago, the person he was chatting to said they would try something to see if it resolved matters, but so we are still experiencing the same connectivity issues.  Could you please look into this and try to resolve this for us 

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Community Star

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Community Team - TT Staff

Hi booktower

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults.

 

I can send a replacement router for testing, would you like me to arrange this?

 

Thanks

 

Debbie

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Popular Poster

Yes please, we are hoping that a new router will fix the problem.  

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Community Team - TT Staff

Hi booktower

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Popular Poster

Thanks for arranging that - very impressed by your response time

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Community Team - TT Staff

Hi booktower

 

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

 

Thanks

 

Debbie 🙂