Dropped connections

[eric167]

I am getting regular dropped connections, have run speed tests, switched router off and on again, but it persists. When watching BBC i player, All4 etc it is pretty much guaranteed to drop every single evening, now we have dropped connections on phone/iPad during the day, including mornings. Definitely getting worse. Reaching the point of switching to a different provider.  So, can you give this some attention, please? Suggestions for fixing? Replacement router? Anything! At present not getting service I am paying for.

[Karl-TalkTalk]

 Hi eric167

Tests are clear and nothing stands out. Are you seeing the drops affecting a wired connection or only to devices connected over WiFi ?

If you check the home phone, is there a clear dial tone with no noise or crackles on the line.

Thanks  

Karl.

[Gliwmaeden2]

@eric167, if you weren't asked to communicate with staff using PM, you are unlikely to get a reply, and if you tried replying to a notification email, it was from a No Reply address. 

Staff will be back on Monday, and I will make sure that your thread is still in the workflow. 

Please look out for their response on here, and stick to this thread for communication, unless staff specifically ask you to reply to a PM.

@Skynet_TX is a fellow CS volunteer. We can't run tests on the line or send alternative routers out etc. 

Staff will diagnose the problem on their return. 

[eric167]

After sending you some information, I am awaiting a response please

[Debbie-TalkTalk]

Hi eric167

I'm really sorry to hear this.

Please can you update your Community Profile to include your name and TalkTalk landline number, we can then look into this further.

Thanks

Debbie

[Skynet_TX]

Hi @eric167,

What model of router do you have ?

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 (only you and the TalkTalk staff on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.