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FIbre Support

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Disconnection problems

Kro15
Sightseer
Private Message TalkTalk
Message 14 of 14

For several months now i've been having issues with my internet connection dropping randomly and generally reconnecting fairly shortly after (which to be honest i have largely ignored and lived with) I have three devices that i use wirelessly and the smart TV connected with an ethernet cable (the TV seems pretty dire and slow when trying to watch catch up or youtube) I never had any problems before with any of my devices even down at my garden workshop !

I contacted TT last week via live chat and the guy i spoke top said he thought it was due to congestion and said he would make some adjustments etc. after directing me to reset my router etc. and that it should be fine but may take upto 24hrs to take effect, well there doesn't seem to be any improvement. I have rebooted my router on a number of occasions but to no avail, I even get interruptions watching a video or on a website etc. in the lounge where the router is situated as it has been for many years.....i'm wondering if it is the router that may be at fault !......please advise thanks 

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13 REPLIES 13

Message 1 of 14

Hi @Kro15 

 

Thank you. Testing directly at the test socket will just help rule out any issues with the faceplate or internal wiring.

 

If the fault is found to be on Openreach maintained equipment then no charges will be applied.

 

Further information can be found here Engineer charges

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Message 2 of 14

Thanks again for the reply Debbie, I believe I have the latest main socket mk4 5C that I understand has a built in filter, but my router is connected via an extension socket from the main socket (which it has been for a number of years) so I will try the router connected directly to the main socket and see how this goes for a few days first I think..

Would there be any cost involved for an engineer visit ?

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Message 3 of 14

Hi Kro15

 

Thanks for your reply.

 

If the connection is dropping when connected wired with the new router (cables and filter) at the test socket then the next step will be an Openreach engineer visit.

 

Would you like me to arrange this visit?

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Message 4 of 14

Debbie it happens with both wired and wireless......

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Message 5 of 14

Hi @Kro15 

 

I'm really sorry about this.

 

Can I just check, are wired connections also dropping or is it only wireless affected?

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Kro15
Sightseer
Private Message TalkTalk
Message 6 of 14

Having replaced the router and re situating it I'm still having my connection disconnecting and reconnecting occasionally....

when I carry out tests it still tells me that there is an issue from router to devices !

I just managed to carry out a speed test to my router which comes up as good, but am unable to carry out a speed test from router to devices as it comes up 404 error !

 

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Message 7 of 14

Morning,

 

Just checking back in to see how you're getting on?

 

Thanks

 

Michelle

 

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Message 8 of 14
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Message 9 of 14

Hi @Kro15 

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Kro15
Sightseer
Private Message TalkTalk
Message 10 of 14

Hi Michelle thanks for the response, all the test's i've done from this end are telling me all seems ok apart from the connection between the router and my devices, which makes me think this could be the issue !

So I would appreciate trying a new replacement router if that is possible please.....(do you agree the router could be the problem ?)

many thanks.

Message 11 of 14

Morning,

 

Thank you. I've run a test on the line now which is clear. Would you like us to send a replacement router for testing purposes to rule this out?

 

Thanks

 

Michelle

 

Kro15
Sightseer
Private Message TalkTalk
Message 12 of 14

Thanks for the reply, I have added my landline number and I believe my router is a Sagemcom 5364.....hope this helps.

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Divsec
Community Star
Private Message TalkTalk
Message 13 of 14

Hi @Kro15 your post has been escalated and you should hear Monday, in the meantime please add your landline phone number to your community profile so that your account can be identified by the team, if a landline is a problem please add your account number in the private notes.

What model is your router? 

I don't work here and all my opinions are my own.
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