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FIbre Support

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Broadband cuts out

Roman4
Chatterbox
Private Message TalkTalk
Message 16 of 16

 

  • 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.
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15 REPLIES 15

Message 1 of 16

Hi

 

Thanks for confirming.

 

Karl

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Message 2 of 16

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

Message 3 of 16

Good morning,

 

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

 

Thanks

 

Michelle

 

Message 4 of 16

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.

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Message 5 of 16

OK, please let us know how you get on


Chris

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Message 6 of 16

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

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Message 7 of 16

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

 

Chris

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Message 8 of 16

Yes please - please confirm it has been switched off

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Message 9 of 16

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

Message 10 of 16

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!!!

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Message 11 of 16

Hi Roman4,

 

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

Chris

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Message 12 of 16

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.

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Message 13 of 16

Hi Roman4

 

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

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Message 14 of 16
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
 
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Michelle-TalkTalk
Support Team
Staff
Private Message
Message 15 of 16

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

 

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