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Intermittent Loss of Internet

jettalk
Participant
Message 10 of 10

Over the last 2 weeks I have experienced intermittent loss of internet service.

When this happens I cannot connect to the router (HG633) by either WiFi or Ethernet to access the router settings & diagnostics. I loose internet to all my devices laptops, desktops, tablets, phones & security alarm.

The leds on the router appear as normal when this happens.

Turning the router off and back on restores service.

It appears that the router, which I have had since ADSL days and over several contracts, is locking up i.e is faulty.

Can one of the support team please investigate whether or not I am having line problems etc.

Otherwise can you supply me with a new router.

Thank You.

 

 

 

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9 REPLIES 9

Message 1 of 10

Hi jettalk

 

That's great, thanks for letting us know 🙂

 

Debbie

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Message 2 of 10

Router arrived within 24 hrs. I have installed it. I think the download sync speed is improved by about 4 Mbps. No problems so far. I will let you know if the problem comes back.

Thanks for your help.

 

Message 3 of 10

Hi jettalk

 

You're welcome 🙂

 

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

 

Thanks again.

 

Debbie

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jettalk
Participant
Message 4 of 10

Thank you Debbie, great service.

Message 5 of 10

Hi jettalk

 

No problem 🙂

 

The router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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jettalk
Participant
Message 6 of 10

Yes please.

Message 7 of 10

Hi jettalk

 

Thanks for your reply 🙂

 

I've completed a line test which hasn't detected any faults.

 

Would you like me to go ahead and send a replacement router for testing?

 

Thanks again.

 

Debbie

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jettalk
Participant
Message 8 of 10

I have  moved since I last used the Community service. I think I have now changed the phone number on my profile.

Debbie-TalkTalk
Support Team
Message 9 of 10

Hi jettalk

 

I'm sorry to hear this.

 

Can I just check, have you added the correct landline number to your Community Profile? (please don't post the number on this thread)

 

Thanks

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