Connection dropping out

[djrich]

Hi, new Fibre 65 customer here.

I'm on day 13/14 of my "stabilisation" period and in the past few days my router has dropped connection completely a few times for up to an hour. The light on the Huawei router remains white but there is no connection whatsoever. My Sky Q box is hard wired to it so this is usually when I first notice, obviously there is no connection via WiFi too when router drops.

I've just moved to talk talk from being with BT for years and I can't remember the last time my BT connection dropped, I hope this isn't a regular occurrence with talktalk or I'll have to cancel.

Any help appreciated.

Richard.

[Debbie-TalkTalk]

Hi djrich

That's great, thank you 🙂

I have also sent you a Private Message with a link to a short survey.

Thanks again.

Debbie

[djrich]

Hi Debbie, this new router seems fine so I'll send the old one back this week.

Kind regards.

[Debbie-TalkTalk]

Hi djrich

Thanks for your reply. If you do experience any further issues then please post back here to let us know.

Debbie

[djrich]

Hi Debbie, it's been fine so far but last time there was about 10 days between dropouts.

[Debbie-TalkTalk]

Hi djrich

How has the connection been since your last post?

Thanks

[Debbie-TalkTalk]

Hi djrich

That's great. Yes please can you monitor the connection over the next couple of days before sending the old router back.

Please let us know how you get on.

Thanks

[djrich]

Hi Debbie, new router arrived and setup, shall I wait to see if it's ok before sending original one back or shall I send back original router straight away?

Thanks

[Debbie-TalkTalk]

Hi djrich

Thank you, please let us know how you get on.

Debbie

[djrich]

Ok thank you.

[Debbie-TalkTalk]

Hi djrich

I can't see any issues detected.

I have ordered the replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

[djrich]

Hi Debbie, 

If you think that would help then yes please.

Obviously you are unaware of any network outage in my area at that time then?

It lasted about 2 hours roughly.

Thanks.

[Debbie-TalkTalk]

Hi djrich

I'm sorry to hear this.

Would you like me to send a replacement router for testing?

Thanks

Debbie

[djrich]

Hi router is dropping connection again right as I type this.

Thanks 

[Debbie-TalkTalk]

Hi djrich

Thanks for your reply.

If you do experience any further issues then please let us know on this thread.

Debbie

[djrich]

Hi, it seems ok now, it's not dropped connection again yet.

Thanks.

[Debbie-TalkTalk]

Hi djrich

How are you getting on?

Thanks

[Michelle-TalkTalk]

Hi,

Ok, no problem. If the connection does continue to drop at the test socket then we can send a replacement router for testing purposes.

Thanks

[djrich]

Hi just found out my old BT hub is locked to BT network so can't reconfigure it, will see how talktalk stability goes over next few days but I don't have a spare router to try.

Thanks.

[Michelle-TalkTalk]

Hello,

Will do, thanks for confirming 🙂

Thanks

[djrich]

Ok that's fine thanks.