Fibre 65 Internet keep going off.

[Max2021]

My internet keeps going off intermittently for a few months now,i wasn,t so bothered until i got cameras inside and outside the house i had a live chat on Saturday and they said to reset my router and monitor the situation it,s gone off the 24,25, and twice today i would like a new router sent out to see if thats the problem otherwise i will move to a new provider sry it,s so long.

[Michelle-TalkTalk]

Hi @Max2021 

How are you getting on?

Thanks

Michelle

[Debbie-TalkTalk]

Hi Max2021

I'm sorry for the delay.

Can I just check, is the replacement router connected at the test socket?

Did you use the new cables and filter that arrived with the new router?

[Max2021]

Thank you.

[Gliwmaeden2]

Staff will not be back on here before Monday, @Max2021.

Support can be reached by contacting Talktalk directly. Opening hours are listed near the foot of this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[Max2021]

Updated: 07:23 on 31/08/2024

You have an open case and we are working to fix it. Check back in a few days.

We’ve opened a case

Updated: 07:23 on 31/08/2024

We’ve opened a repair case to investigate any potential issue with your connection.

We’re looking into it and should have an update in the next 5 minutes.

Come back to this timeline to see all future updates on your case.

About your case

Description

This case is open

Status

In-progress

Date reported

31/08/2024

Reference number

REP-14696168

obviously there is still a problem is someone going to fix this issue.

[Max2021]

I have set the router up and it has lost it,s connection again so it,s not the router could it be the switch on the wall,fed up of having to reconnect it.

[Michelle-TalkTalk]

Hello again,

Ok, hopefully it will arrive today or tomorrow.

Thanks

Michelle

[Max2021]

No not yet.

[Michelle-TalkTalk]

Hi Max,

Just checking back in to see if the replacement router has arrived?

Thanks

Michelle

[Michelle-TalkTalk]

Hello,

The replacement router is on the way and should arrive within the next 24-48hrs. Please let us know how you get on.

Thanks

Michelle

[Max2021]

Yes please.

[Michelle-TalkTalk]

Hello,

My apologies, the FW is only for the Sagemcom router. Would you like us to send a Sagemcom wifi hub instead to see how the connection compares?

Thanks

Michelle

[Max2021]

Hi yes it is huawei router.

[Debbie-TalkTalk]

HI @Max2021 

Can I just check, are you using the Huawei WIFI hub?

[Max2021]

Yes please the connection goes off not just drops and i have to reconnect it manualy.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault. Can I just confirm, do any of the lights change on the ONT when your connection drops? We have a new version of firmware for the router, would you like to try this first to see how the connection compares?

Michelle

[ferguson]

I am not asking you to put your private details on here, I am asking you to put them in your personal profile where only you and TalkTalk can see them. 

[Max2021]

No i will live chat with them,not putting private details on here.

[ferguson]

OK, thanks for that. One more thing: make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team can link your forum identity with your account and then wait for them to respond.

[Max2021]

Went through all the steps a few times,my router is an Huawei.