Broadband Connection Keeps Dropping Off

[AndrewMc1]

Hi,

Over the past couple of weeks my broadband connections keeps dropping out intermittently, which when working from home becomes very frustrating especially when on calls. Ran through the online tests, which state there is no issues, reset the router, tried changing channels etc., but no luck. Dropouts affects all devices - so isn't isolated too particular device.  Also, TalkTalk 'Live chat' never actually opens up - not sure if others have this same problem. So reaching out on the forums for some help.

Thanks

[Debbie-TalkTalk]

Hi Andrew

Thanks for your reply.

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

[AndrewMc1]

Yes, please

[Debbie-TalkTalk]

Hi Andrew

Apologies for this.

If the connection is dropping (wired) with the replacement router and cables at the test socket then the next step will be an Openreach engineer visit.

Would you like me to arrange this visit for you?

[AndrewMc1]

Actually I’ve managed to connect an old laptop directly to the router, and the internet also dropped off. So I have a problem with both wired and wireless connections. And the router flashes white and orange when it drops

[AndrewMc1]

Hi,

As mentioned on a previous message the only devices with a wired connection are something for the Hive heating and the Sonos music system. Both of which are just hubs. My laptop doesn't have a ethernet port so couldn't connect directly anyway. I have noticed that when the internet drops, the router light flashes white and orange. And also, my wireless Sonos speakers do stop playing music. Therefore, I assuming the connection drops to the wired connection Sonos hub.

Thanks

Andrew

[Michelle-TalkTalk]

Hello,

Can I just confirm, have you noticed if the devices that you have connected wired also lose connection or are these stable? Have you noticed if any lights on the router change when this happens?

Thanks

[AndrewMc1]

Hi, so this afternoon I've tried using each of the channels recommend by TalkTalk, and for each channel I'm still getting the same issue.

Wireless frequency Recommended channels

2.4GHz	1, 6 or 11
5GHz	36, 40, 44 or 48

[Debbie-TalkTalk]

Hi Andrew

Ok thank you. I've switched off the WIFI optimisation, please can you try a couple of different wireless channels again to see how the connection compares?

Debbie

[AndrewMc1]

Hi,

I don't have any devices wired into the router other than the Sonos and Hive boxes. The router is based at the front door of the house, so it's not a place where we would wire something into. So cannot really say.

[Debbie-TalkTalk]

Hi Andrew

Apologies for this. Is this also happening on wired devices?

[AndrewMc1]

Hi,

Unfortunately, I'm still having the same issue having installed the new router. Wifi connection drops out for a few mins every now and then throughout the day, and affects different devices. So not sure what the next steps/solution is?

Thanks

Andrew

[Michelle-TalkTalk]

Morning,

Just checking back in to see how the stability has been with the replacement router?

Thanks

[Karl-TalkTalk]

Hi
 

If you start your own thread (new message), we’d love to help.
 

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.
 

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.
 

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

[Jamesyd]

Having the same here too. Connection drops for 2-3 minutes and has happened multiple times since yesterday evening. And in the middle of file downloads. No issues within the home and happens on all devices. Probably not a prolonged enough outage to show up on TalkTalk’s own issues or outage lists. I wonder if the router is at fault but then not a regular enough occurrence. No point in running through TalkTalk tests which only try to deflect the blame towards the home customer. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[AndrewMc1]

Brilliant, thanks Karl

[Karl-TalkTalk]

Hi

OK, I'll get another router out to you so we can see if this is hardware related.

Thanks  

Karl. 

[AndrewMc1]

Hi Karl, yeah the dial tone is clear.

[Karl-TalkTalk]

Hi

Broadband tests are clear, can you check the home phone and make sure the dial tone is clear, with no noise on the line.

Thanks  

Karl. 

[AndrewMc1]

Hi, my profile should be updated with that information now. Thanks