Intermittent connection since full fiber upgrade

[gabzby28]

Hi guys! Since they upgrade my broadband last 20th of August for full fiber. The connection always on and off like every hour. I tried to reset it but internet connection still on and off and I am feed up with it. It did not happen with old one. Could it be the problem with router? Thanks

[Chris-TalkTalk]

Hi gabzy28,

Has there been any improvement at all with the new router as the authentication logs are showing much fewer disconnections over the last couple of days?

Chris

[gabzby28]

The lights on the wall is always green although it would be 3 or 4 greens sometimes, does not turn orange even if the router is orange or changing lights

[Debbie-TalkTalk]

Hi gabzby28

Thanks for your reply.

I've just done a quick check on the line which has come back with - Our latest check showed that line is functioning as it should

Can I just confirm, are any of the lights changing on the ONT box (on the wall) when the connection drops?

Thanks

Debbie

[gabzby28]

Yes, the white light randomly blink and turn to orange, and then sometimes stuck to orange then blink again with white lock. So far, its not frequent as last week. I don’t know what the root cause, with old fiber, did not encounter issue with connection. 

[Debbie-TalkTalk]

Hi gabzby28

Can I just check, does the white light go off on the router?

[gabzby28]

I’ve got received the new router and replaced the old one. However, same problem exists, still on and off internet connection. I don’t know if the fault is the fiber itself since upgrade. Please help me fix this one.

[Karl-TalkTalk]

Hi

I've requested a router for you.

Thanks  

Karl. 

[gabzby28]

Yes please, send a new router so I can really test if the root cause is the router itself of connection problem. Thank you

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

[gabzby28]

Hello, still intermittent connection over the evening,  on and off connection. Im so frustrated now. Help me

[Karl-TalkTalk]

Hi

I've updated the router firmware, see if this is better over the course of this evening.

Thanks  

Karl. 

[gabzby28]

Im using wifi hub, fast 5464

[Michelle-TalkTalk]

Morning,

Thank you. Can I just confirm, are you using a eero or the Wifi Hub router please?

Michelle

[gabzby28]

Updated details

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[gabzby28]

I have spoken with your experts already and they said it was not updated witg configuration so he did but seems like still an intermittent connection

[gabzby28]

The fiber lighst are solid with green lights. Its the router that has on and off orange light flashing 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Do any of the lights change on the ONT or the router when this happens please?

Thanks

Michelle