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FIbre Support

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INTERNET DISCONNECTIONS

Inese3
Participant
Private Message
Message 31 of 31

Hi

I have bad wifi on all devices. Have to reboot the router about 10 times a day to connect to wifi but it still keeps disconnecting. It happens for last 3 weeks. We have never had problems before, we've done all the usual tests and service status is "We suspect an issue with your broadband" but fault tracker unable identify a fault. So still experiencing a sudden disconnections and most of the times is no reconnections without rebooting. Can anyone help please? Thank you.

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30 REPLIES 30

Message 1 of 31

I can understand your frustration, I've ordered the router, it should be with you within a couple of days. Hopefully it will resolve the problem


Chris

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Inese3
Participant
Private Message
Message 2 of 31

Hi Chris

Yes, please do it. Speedtest results from the talktalk website. Well, it happened again twice while I was writing this message. Sorry but my frustration with this ongoing problem is off the scale.

 

Thank you

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Message 3 of 31

Hi Inese3,

 

Line test is passing and current sync speed is 69.1Mbps and only showing one disconnection in the last couple of days. I can send another router to test with, would you like me to arrange this?

Chris

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Inese3
Participant
Private Message
Message 4 of 31

Morning again,

 

So, as I see now, nothing has been fixed. All the issues I had before are back in less than 3 hours. I waited 24 hrs hoping that the connection would stabilize, but it's already clear that is not. At first, the speed began to drop and then disconnections so I had to restart the router again every time. I really don't know what is going on, but there must be something else... Maybe I need to replace the router? The engineer said it's old and it really is. I've had it for almost 10 years. But anyway he didn't say this is what is causing problem. The speed doesn't exceed 10 Mbps to the devices and 30 Mbps to the router. This is not what guaranteed. 

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Message 5 of 31

That's great news, thanks for letting me know 🙂

Chris

Inese3
Participant
Private Message
Message 6 of 31

Morning Chris, 

 

I had an engineer out today who said there was a fault on the line -  damages by water. Everything replaced and now waterproof. Speed has increased at 62.2 down and 18.7 up. So, everything working ok now🤞 and I hope will stay consistent.

 

Thank you very much Chris. You've been very helpful 🙂👍

Message 7 of 31

Inese3
Participant
Private Message
Message 8 of 31

Thank you very much, Chris

Message 9 of 31

I've booked the engineer for September 20 2023, AM (8am-1pm) - please let us know how you get on


Chris

Message 10 of 31

OK thanks, I'll book the engineer now and get back to you with the details


Chris

Inese3
Participant
Private Message
Message 11 of 31

Yes, I confirm that I accept potential engineer charges. My availability info is on your PM. 

Thanks 

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Message 12 of 31

Thanks for answering the security questions. Can you confirm that you accept potential engineer charges and let me know when you can be available for the visit and I'll book it for you.

 

Thanks
Chris

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Inese3
Participant
Private Message
Message 13 of 31

Replied with info on PM

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Message 14 of 31

If you'd like us to arrange an 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.
  • Confirm your mobile number

I've also sent you a PM to confirm some other details

 

Thanks

Chris

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Inese3
Participant
Private Message
Message 15 of 31

Yes, please, could you look to arrange an engineer visit?

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Message 16 of 31

OK thanks for testing. 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

Thanks

Chris

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Inese3
Participant
Private Message
Message 17 of 31

Morning,

 

Unfortunately, there was no difference over the weekend. I noticed a slight improvement on Friday afternoon from the moment I connected the router directly. But it only lasted a couple of hours. Then again disconnections one by another. We don't have internet on morning during this days which means it won't connect on itself without reboot. So the problem still remains. Just checked the speed recently - 9 Mbps🙄 Obviously, it's getting worse every day.

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Message 18 of 31

OK thanks, have a good weekend 🙂

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Inese3
Participant
Private Message
Message 19 of 31

Hi Chris

Ok, I will leave it. Thank you

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Message 20 of 31

OK thanks. Could you leave your router connected to your test socket over the weekend and bump the thread on Monday, we'll check if there's been any improvement


Chris

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