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Internet dropping

Message 7 of 7

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? 


Message 1 of 7

Hi Cheesefootballs


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


Let us know how the connection compares with this router.





Message 2 of 7
Yes please, i hope that will work.
Thank you

Support Team
Message 3 of 7

Hi Cheesefootballs


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?






Message 4 of 7
Ok, if the white light goes out and changes to flashing amber then this does indicate the router is losing connection with the internet and is having to reconnect. If the service centre test is advising you to check your home setup then it would be well worth trying the router in the test socket (if you have one) to see if that gives you a more stable connection.

The fact that it says the router is not recognised can also sometimes be an indication there is a problem with the router itself, but the staff here should be able to pick this post up tomorrow to assist further.

Message 5 of 7
Hi, thanks for your help! The router seems to change from white light to flashing orange when the signal drops. I've tried the connection test - it says there's a problem but suggests checking equipment in my home. It also says my router isn't recognised.
I may try restarting the hub, and then try the test socket if no improvement.
Thanks again

Community Star
Message 6 of 7

Hi @Cheesefootballs,


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.