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Intermittent broadband

ToneTone
Team Player
Message 10 of 10

Hi

 

I have a SageCom FAST 5364 router and typically get speeds of around 37 Mb/s download. 

 

Several times each day however the connection drops - sometimes for 10 minutes or more. I now have a routine of logging onto the router, going to the "Internet Settings" page and then I see the red 'X' on the connectivity diagram change to a green tick, after which all is ok again.

 

My perception is that this in increasing in frequency.

 

What can I do?

 

Regards

 

Tony

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9 REPLIES 9

Message 1 of 10

Hi

 

No yet.  There may be one later when the logistics teams have updated the account.

 

Thanks

 

Karl. 

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

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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.


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Message 2 of 10

Karl

many thanks. Is there a tracking number available?

 

regards

tonetone

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Message 3 of 10

Hi

 

A replacement router is on the way to you.

 

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 4 of 10

Hi Michelle

 

That would be great, many thanks.

 

ToneTone

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Message 5 of 10

Hi Tony,

 

Ok, would you like us to send a replacement router for testing purposes to rule this out?

 

Thanks

 

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Message 6 of 10

Hi Michelle

 

Unfortunately not.  I have plugged the router directly into the master socket, although I thing the problem is on the house side of the router, not the street.  No difference in behaviour.

 

Regards

 

Tony

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Message 7 of 10

Hi ToneTone,

 

I'm sorry to hear this. Do you have an alternative router that you could test with to rule this out?

 

Thanks

 

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Message 8 of 10

Hi Michelle

 

The problem is less frequent at the moment, but still exists.

 

As an example, it dropped around 0931 this morning on a wired connection.  It restarted when I logged onto the router, and went to the Internet Settings page where I could see the right-hand ‘X’ change to a green tick after a few seconds.  When that happened, everything started working again.

 

It feels like I have a defective router that drops its wired and wireless connections periodically.

 

Regards

 

ToneTone

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Michelle-TalkTalk
Support Team
Message 9 of 10

Hi ToneTone,

 

I'm sorry for the delay. I've run a test on the line which hasn't detected a fault and the connection looks stable for the last 5 days. Just to confirm, has the connection remained stable since your last post?

 

Does this affect wired and wireless?

 

Thanks

 

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