on 05-12-2020 09:39 AM
Hi we have not long joined about a month ago we are happy with the speed we are getting but we keep getting disconnecting this happens once or twice a day everyday. I have done all the checks and it says everything Is all OK but it is not we have all the same devices connected to it as we did with our last provider any advise?
on 23-12-2020 07:08 AM
Thanks for your reply.
The firmware on the router should automatically update.
I've checked and your router firmware has updated to the latest version.
How has the connection been?
on 22-12-2020 06:36 AM
Hi yes thank you did get chance to set up till Saturday all was going well till yesterday and it did it again. it does say my router needs an update has done for 2 days now I did read that it updates it self is this correct? And if so how long does it take before we get update? Hoping the update will help with this issue
Have to say customer service has been brilliant so far since joing
on 16-12-2020 07:52 AM
on 14-12-2020 02:19 PM
on 11-12-2020 06:58 AM
on 09-12-2020 11:53 PM
Hi yes also just did it at about 23.40 again tonight if that helps I must admit it's been good the last few days but not the point since we joined it has done it to many times for my liking we did not have this with our last provider and it the same line and phone socket
on 09-12-2020 11:05 AM
Thank you. I've run a test on the line which hasn't detected a fault and the connection looks stable for 4 days. Just to confirm, are you currently connected wireless when the connection is dropping?
on 08-12-2020 11:10 AM
Can you please update your community profile to include your:
We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.
on 07-12-2020 06:45 AM
thank you yes used all the new cables the socket is one of the new ones in stalled a couple of months ago by bt so dont need filter phone works fine done the service check loads of times and shows no fault and every thing is running ok according to that . but yet still keeps cutting off we have just left another service provider we had that 24 months and may be got this happen four or 5 times in that time
05-12-2020 10:45 PM - edited 05-12-2020 10:47 PM
Can you ensure that you have used the new cables and microfilter (if required) supplied with your router to connect your router to the phone socket.
It would be worth going to the Service Centre to do a test on your phone line, this will indicate if there is currently a fault on your line. You can also access this from the ‘My Account’ site.
Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).
If your master phone socket has a test socket then you could also try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.
Staff will hopefully be able to respond early next week to help.
on 05-12-2020 10:35 PM
Hi thank you for replying yes it is losing connection the light flash and goes orange and then comes back yes I have the TV and ps4 with ertnet cable out of the router happens one or twice a day with out warning when I check speed that always good for our area
on 05-12-2020 07:17 PM
Do you know if the problem is with the router losing its connection to the internet (in which case a light on your router which is normally constantly lit will change colour or flash), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the light(s) on the router will just carry on looking normal).
Do you have any ‘wired’ devices, do they also lose connection ?
For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.
Don't post any personal details in this thread, just add them to your community profile.
The staff here won't be around now until Monday, but they should be able to respond to this post early next week to help.