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Internet keeps dropping

greenturnips
Team Player
Message 32 of 32

Ive been having trouble over the last few weeks, where the internet drops for about 30 seconds and then reconnects.  The WiFi is still showing as connected but the internet is non existent.  This is happening about 6 or more times a day.

 

Any ideas, I normally wouldn’t be bothered, but this is effecting the gaming side of the internet.

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31 REPLIES 31

Message 21 of 32
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Message 22 of 32
Yes will do

Thanks.
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Message 23 of 32

Hi greenturnips

 

Please let us know how you get on once you have received and tested with the replacement router.

 

Thanks

 

Debbie

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Message 24 of 32
Thanks
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Message 25 of 32

Hi greenturnips

 

This will be the HG633 router, this is one of our Super Routers.

 

Thanks

 

Debbie

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Message 26 of 32
Thanks

Which router is it, is it the WiFi hub?
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Message 27 of 32

Hi greenturnips

 

The replacement router is on its way, there will be no charge for this.

 

Please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Message 28 of 32

Yes, I have a white BT white box which goes to the socket, then a separate WiFi router connected to that.

 

It would be a good idea to try a replacement, would this be at any cost?

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Message 29 of 32

Hi greenturnips,

 

Just to confirm, are you currently using a BTOR modem and separate router? Would you like us to send a replacement router for testing purposes to rule this out? This would replace both the current router and BTOR modem.

 

Thanks

 

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Message 30 of 32

The line appears to be noise free, I can’t vouch for when it disconnects though, may need to test this when it happens. I don’t think the master socket has a test socket.

 

could it be the router or bt fibre (white) box?

 


 

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Michelle-TalkTalk
Support Team
Message 31 of 32

Hi greenturnips,

 

I'm sorry to hear this. I've run a test on the line which hasn't detected a fault, however I can see re-connections on the line. Is the voice service ok? Are you experiencing any noise on the line?

 

Does your master socket also have a test socket?

 

Thanks

 

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