on 05-05-2021 06:32 PM
Hello we have had fibre 65 since Friday, we keep experiencing the Internet cutting out and interrupting video calls etc. I didn't experience this with Virgin media previous supplier. Is there something i need to do or does it need to be checked by talktalk?
on 06-05-2021 12:49 PM
06-05-2021 07:29 AM - edited 06-05-2021 07:30 AM
I'm really sorry to hear this.
I've completed a line test which hasn't detected any faults but I can see re connections on the line.
Would you like me to send a replacement router for testing first so we can rule this out?
on 05-05-2021 08:08 PM
on 05-05-2021 08:01 PM
on 05-05-2021 07:47 PM
Do you know if the problem is with the router losing its connection to the internet (in which case a light on your router which is normally constantly lit will change colour or flash), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the light(s) on the router will just carry on looking normal).
Do you have any ‘wired’ devices, do they also lose connection ?
If the router is losing connection with the internet it would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.
Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).
If your master phone socket has a test socket then you could also try the router in there, that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.
The TalkTalk staff on this community will also be able to help, they will hopefully be able to respond to this post tomorrow.