Broadband cuts out

[Roman4]

• Thanks for your help on faulty router - received a new one & is connecting - however, after monitoring service for a while it looks like the signal is cutting out every 15 minutes or so, it loses connection & then comes back after 30secs - 1.5 minutes - happening at the same time every hour - I see this is becoming a common problem with other users - please contact with a resolution.

[Karl-TalkTalk]

Hi

Thanks for confirming.

Karl

[Roman4]

Hi - As soon as the wifi optimisation was switched off (8th March), I have had no connection interruptions - service back to normal - thanks

[Michelle-TalkTalk]

Good morning,

I'm sorry for the delay. Has your connection been ok over the weekend?

Thanks

Michelle

[Roman4]

Hi Chris - used internet for most of the day - I can report that there were no connection errors as soon as WIFi optimisation was switched off - I didn't even have to manually change channel. This WiFi optimisation default mode is going to cause an issue for more TalkTalk customers. After 2 weeks, my connection is now ok - thanks for your time.

[Chris-TalkTalk]

OK, please let us know how you get on

Chris

[Roman4]

Ok, thanks Chris - I'll change channel soon & see if there's a difference

[Chris-TalkTalk]

OK, I've switched it off so you can now manually change your wifi channel without wifi optimisation changing it back

Chris

[Roman4]

Yes please - please confirm it has been switched off

[Chris-TalkTalk]

OK thanks. Your current wifi channel is congested so I can disable wifi optimisation to allow you to manually change the wifi channel. Would you like to give this a try?

Chris

[Roman4]

Landline is ok, ethernet is ok - wireless connection to mobile, TV & tablet all drop signal for a minute or so & then reconnect again. This happens 4 times every hour at approx. 5 mins, 20 mins, 35 mins & 50mins. Old router had no problem before solid amber light appeared. Had this replacement & this problem for 2 weeks now!!!

[Chris-TalkTalk]

Hi Roman4,

When you say that you monitored your phone connection, is that your landline telephone?

Chris

[Roman4]

Hi - I've plugged laptop directly to router & monitored phone connection at the same time - the phone loses signal every 15 minutes for up to a minute or so, but the wired connection is constant.

I've seen other users mention WIFI optimisation mode. Can you please switch this off for my router.

[Debbie-TalkTalk]

Hi Roman4

If the connection is also dropping when connected wired then we will need to arrange an engineer visit.

[Roman4]

Hi

I've only been using Wireless - this was not happening with the original router which became stuck on a solid amber light on 23rd Feb. Since then, I have used another FAST 5364 plus the replacement, which was received 1st March - both of these drop connection 4 times every hour at the same time every hour. This is happening on TV, tablet, laptop & mobile - on both bands 2.4 & 5 GHz - can't be router issue, as 2 are doing the same, also 4 different devices I'm using - this must be a known problem with TalkTalk - cutting out at the same time 4 times every hour - I still have to check wired connection

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault and the connection looks stable for 48hrs. Can I just confirm, does the connection also drop if you connect wired?

Thanks

Michelle