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Going round in circles with support - HELP!

lloydgreen80
Team Player
Message 10 of 10

For the last few weeks I've been having problems with wi-fi connections dropping - my devices show full signal strength but there's no internet connection.

 

This is an intermittent problem that happens at least once a day, varying from a few minutes to longer.  Nothing has changed with my devices so I've assumed its a router issue.

 

I've been talking to support via Twitter for weeks and the problem isn't fixed.  All they want me to do is do the same test over and over again, tell me that the issue has been fixed but it hasn't been.  Today I've been asked to connect a laptop to the router to carry out tests but all they've asked me to do is a speed test and then said the issue is fixed.

 

I've tried setting my channels to auto as advised but this hasn't helped.

 

I've had stable service for years but the issue is now almost as frustrating as dealing with support.  I've been told on about 3 occasions that I need to buy new wi-fi equipment but as my existing equipment has been fine for years all I want is for my existing equipment to do what it was doing before - I don't need an upgraded router.

 

Please help.

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9 REPLIES 9

Message 1 of 10

Hi lloydgreen80,

 

I can help with this, I've sent you a private message to get more information.

 

Thanks,
Jo
 

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Gliwmaeden2
Community Star
Message 2 of 10

The recording and processing of returned items appears to be quite chaotic, @lloydgreen80, and they don't always even demand the correct item.

 

Logging of its return seems to lag behind, whereas these chaser emails are sent out frighteningly efficiently. 

 

We've been complaining about this for a year....

 

It's helpful if you have a certificate of posting or kept details of the tracking number. 

 

Staff will be back on here from Monday. 

 

I'll re-escalate this thread for attention. 

 

 

Gliwmaeden2, a fellow customer.

lloydgreen80
Team Player
Message 3 of 10

My new router works perfectly - thanks for sorting!

 

I returned my old router as requested but am now getting emails asking me

to return my set top box for some reason or be charged £50.  Can you have a look as I’ve not done anything with my TV service.

 

Cheers

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Message 4 of 10

Hi

 

The router is on the way.

 

Regards,

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 5 of 10

Thanks Karl

 

That's great service!  

 

Have a lovely Christmas.

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KeithFrench
Community Star
Message 6 of 10

Hi @lloydgreen80 I would take up Karl's offer & if you still have problems after that, let me know & I will help you from there.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Karl-TalkTalk
Support Team
Message 7 of 10

Hi

 

The router you have HG635 is about 7 years old now so there is a strong possibility that this is starting to fail.   Would you like me to send a new router for testing to rule this out ?

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 8 of 10

Thanks Keith

 

My TV box is a wired connection and doesn't have the same issue.

 

Speedtests are all good.  I've not looked at the lights when it happens but will do.

 

I've tried to split my devices across 2.4ghz & 5ghz but it seems to effect all of them when it happens which makes me think its a router issue.  I've not added an new wi-fi devices (but I get that there may be changes in the local environment that I would never know about)

 

I'll have a look at the lights though the next time it happens and update here.

 

Cheers

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KeithFrench
Community Star
Message 9 of 10

Slow speed, intermittent dropouts, breaks in the signal, or no signal on some or all devices, might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a by-product of the popularity of Wi-Fi.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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