Intermittent Connection

[AmberParlsow]

The internet is constantly dropping.

Ive already been sent a new router.

They reset it all this afternoon and it was better for about an hour, now its dropping constantly again. 

I can’t believe I can’t talk to anyone past 8pm! I’m supposed to wait until tomorrow morning with useless internet?! 

[AmberParlsow]

No

[siphosethu-TT]

Thanks by the way.

[siphosethu-TT]

Are you currently using an Openreach Modem in your setup?

This is a a white device with several lights, which may be connected to your master socket. Typically it will have an Openreach sticker on it. Thanks

[AmberParlsow]

 

[siphosethu-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

Thanks

[AmberParlsow]

?

[AmberParlsow]

No

[Mandisa-TT]

Thank you, Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[AmberParlsow]

No I don’t have a phone 

[Mandisa-TT]

I understand however, I will need to run checks on my end to be able to identify the issue and I need to ask you questions. Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[AmberParlsow]

The whole house. This is all the same stuff I went through yesterday 

[Mandisa-TT]

Thank you, Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

 

[AmberParlsow]

Yes that’s fine 

[Mandisa-TT]

Thank you for confirming, Will you (and anyone you live with) be able to contact emergency services while your services remain impacted?

[AmberParlsow]

No

[Mandisa-TT]

Great! @AmberParlsow Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[AmberParlsow]

Yes

[Mandisa-TT]

I'm sorry to hear that, I will be able to run checks on my end, are you at home to proceed?

[AmberParlsow]

Yes. I spoke to someone yesterday on chat and they said they sorted the issue. It’s actually worse today. The “Sara” chat keeps saying it’s going to connect me with an expert, but an hour later, it still hasn’t 

[Mandisa-TT]

Hi @AmberParlsow you have advised that you are having the same issue, looking into your previous thread I do see that you had dropping connection in April, can you confirm if you are having this issue?