Hello, this is a long standing issue (since the end of last year) that has been troubling us.
A couple of times a day (sometimes more, sometimes less, it appears quite random) our fibre connection drops. The router light goes from solid blue to flashing orange. After about 3-4 minutes the connection automatically reconnects. To be clear this is not a wifi issue as my desktop, which is connected directly to the router via an ethernet cable, also loses connection.
Things I have tried to resolve this:
- Plugged into the test socket, to rule out that it is a problem with the house wiring: still happens. I'm fairly certain that this is an issue with the infrastructure outside our house.
- Restarted the router multiple times, switching off for 30 minutes: still happens.
We have just been migrated from Shell to Talktalk last month, and I was hoping that the issue might be fixed when we moved to talktalk, but alas no it's the same.
I chatted with onlince support yesterday but they weren't very helpful, kept suggesting it was a wifi signal issue and giving me advice that I'd already followed.
Note: We did troubleshoot this with Shell several months ago. An engineer home visit was scheduled but the engineer never showed. Upon contacting Shell, they told me that the engineer claimed to have spoken to me and that the issue was fixed (this did not happen, we had no calls/visist/contact from an open reach engineer). After this, the frequency of the drop outs did decreased but it continued to occur at least several times a week. Now it is happening several times a day.
Any help/assistance would be very much appreciated!
