Loss of Telephone service and Wi-Fi after re-conecting mains electricity to house.

[DorsetRover]

Is the ‘TalkTalk Hub2’ wi-fi router, wiring and associated power socket(s) as well as telephone line equipment prone to being 'cut off' when domestic mains power is switched back on after being turned off for work to be carried out on other domestic wiring?

Has anyone else experienced similar problems with the TalkTalk Fibre, Hub 2 and the ‘phone being inaccessible after re-connecting mains electricity to their home?

I ask the question because, TalkTalk Fibre 65 was supplied to the house in July 2023 , with a wi-fi ‘Hub 2’ and other equipment.

This year, we decided to have solar panels and battery saving power equipment installed at our house.

That supplying/installation company recommended having an ‘ Isolator’ installed next to the fuseboard and, shortly after installing the isolator on Monday 18th November, we lost the TalkTalk ‘phone line and wi-fi. No fuses had blown.

The Wi-fi and telephones somehow returned to normal use about 12 hours later.

After the solar power company arrived on Monday 2nd December to connect all the wiring to the solar panels, battery and house electricity supply, once again we lost the TalkTalk ‘phone line and wi-fi.

As before, no fuses had blown, but power was, once again (somehow) restored to the wi-fi and ‘phones some 36 hours later.

No engineers came to check on either of the faults after reporting the outages to TalkTalk.

There have been no similar 'outages' before or since we had the two separate instances of the power having to be switched 'off' and then back 'on' again a short time later.

[Chris-TalkTalk]

Thanks Dorset Rover, have a great Christmas

Chris

[DorsetRover]

Hello Michelle

Thanks for your reply and thanks very much for the offer of a replacement router in the event this happens again.

Your offer is particularly appreciated as there is (apparently) nothing to suggest that the fault lies with the router.

I hope I don't have to come back to you or one of your colleagues with a similar recurrence in the future, but thanks for the assurance in the event that I do!

Best wishes to you and all at T.T. for a trouble free Christmas.

Thanks again -

[Michelle-TalkTalk]

Morning,

Ok thanks for confirming. It does seem strange that it takes a while for the router and voice service to re-connect. If it does happen again then we can replace the router to see if this makes any difference.

Thanks

Michelle

[DorsetRover]

Good morning Michelle

As stated in my original message, the telephone and wi-fi services did, somehow, eventually restore themselves (without any external help), the first time witin 12 hours and the second time with in about 36 hours.

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. Is the voice service currently working at the moment?

Thanks

Michelle

[fr8ys]

Hope all goes well In the new year!

[DorsetRover]

Thank you for your thoughts fr8ys.

I had reported the 'outages' to T.T. but merely for them to make a record of the incidents.

I was as happy as I could be with the efficiency of the electrical work that was carried out on both occasions, both of which have been 'certified'.

I did not try what you suggested - about plugging another device into the router's socket - but it is a good suggestion which I will try next time there is an outage. Thanks.

Some electrical work is proposed in the new year and I will discuss the pros & cons of disconnecting the 'phone line and disconncting the router from all connections with the electrician.

If I don't get back to you in the new year, you will know that all went well.

If I do get back to you...

In the meantime, have a great Christmas and a very happy New Year.

Best wishes -

[fr8ys]

If the items in question are working now, it would suggest an issue with the installation, not with the WiFi or phone line. Indeed the phone line into your home does use your electrical supply, only your phone would once plugged in.

If you have another outage after turning it off then on again, try plugging a light or another electrical device into the power socket for the router to test it's on. Or did you do this?

If so it's very strange but TalkTalk would only send an engineer out if the line to your property was at fault, which presumably they tested.