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FIbre Support

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Fibre Internet keeps disconnecting

jtwns
Popular Poster
Private Message TalkTalk
Message 24 of 24

Since yesterday morning my internet connection keeps dropping out entirely (OpenReach modem internet light goes out, TalkTalk router blinks white and orange until it reconnects again). Wired and wi-fi connections are both impacted.

 

This occurs once every few minutes making WFH very difficult and is causing me lots of issues.

 

Restarting the router and modem after leaving them off for a few minutes does not fix the issue. The connection test in my account claims the connection is healthy and no issues.

 

I am on the Fibre 150 service with a Wi-Fi Hub router.

 

Any help to resolve this so I can get back to work would be much appreciated.

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23 REPLIES 23

Message 1 of 24

Hi @Fhalls20 

 

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

 

Thanks

 

Michelle

 

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Fhalls20
First Timer
Private Message TalkTalk
Message 2 of 24

Hi!

 

Do you know what was causing the issue? I'm experiencing the same problem (going on for 3 weeks now), I have had several engineers out to look, but nothing seems to be helping long term. 

 

Also WFH so is directly impacting my job now. 

 

Thanks! 

 

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Message 3 of 24

Hi jtwns

 

I'm so glad to hear this, thanks for letting us know 🙂

 

I have sent you a Private Message with a link to a short survey for the Community.

 

Thanks again.

 

Debbie

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jtwns
Popular Poster
Private Message TalkTalk
Message 4 of 24

Hi Debbie,

 

It seems my internet is now back to normal after the engineer visit.

 

Many thanks for both of your help!

Message 5 of 24

Hi jtwns

 

How are you getting on following the engineer visit?

 

Thanks

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Message 6 of 24

Hi jtwns

 

Thanks for your reply.

 

I've arranged the Openreach engineer visit for 16/02 PM (1pm - 6pm)

 

Please let us know how you get on following this visit.

 

Thanks again.

 

Debbie

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jtwns
Popular Poster
Private Message TalkTalk
Message 7 of 24

Yes please, I’m available anytime from tomorrow afternoon onwards for the next week and accept any potential charges.

Message 8 of 24

OK, so would you like us to rearrange the engineer visit?

Chris

jtwns
Popular Poster
Private Message TalkTalk
Message 9 of 24

No an engineer has not come out yet, this wasn't needed at the time as the issue seemingly resolved itself and I wanted to avoid the £75 charge if it was nothing so informed them it was fixed (my bad!)

 

Now the issue has returned, it's clear it's not going away on its own but is intermittent and isn't always happening - sometimes will go a day without happening, sometimes will keep disconnecting constantly for an hour multiple times that day. No obvious pattern to when this happens either.

 

Router logs show nothing beyond the devices being disconnected.

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Message 10 of 24

Hi jtwns


Did the engineer go out to you on the 9th?

Chris

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jtwns
Popular Poster
Private Message TalkTalk
Message 11 of 24

Initially the engineer didn’t need to come out as the issue seemed to resolve itself but now it’s happening again just as badly. 

Could I please request this looking into again? Thanks

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Message 12 of 24
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jtwns
Popular Poster
Private Message TalkTalk
Message 13 of 24

Many thanks Chris!

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Message 14 of 24

I've booked the engineer for tomorrow morning - February 09 2024, AM - please let us know how you get on.

Chris

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Message 15 of 24

Thanks. I'll book the engineer now and get back to you with the details


Chris

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jtwns
Popular Poster
Private Message TalkTalk
Message 16 of 24

I accept the potential charges.

 

My availability is free AM and PM Mon - Fri from now until next Friday.

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Message 17 of 24

OK, if you'd like us to go ahead with the engineer visit can you confirm:

 

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks

Chris

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jtwns
Popular Poster
Private Message TalkTalk
Message 18 of 24

Yes please, that would be appreciated.

 

Also worth noting OpenReach did a survey on my road 2 days ago (to look to install Full Fibre in a couple months time). Possibly very coincidential timing but thought'd be worth mentioning.

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Message 19 of 24

Thanks. To investigate further we'll need to arrange an engineer visit, if you'd like us to do this please let us know and we'll confirm some details with you

Chris

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jtwns
Popular Poster
Private Message TalkTalk
Message 20 of 24

Yes that's right, just the one telephone socket.

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