Hi,
I am experiencing broadband outage quite often which is a problem as both me and wife are working from home in two different timezones. I have tried reporting the issue and the tech support but I don't get further than resetting the router.
The router is fine, solid white light but the modem's "broadband" LED turns orange then flashes orange once or twice then starts to flash white.
The outage is very random, happens in the morning, in the evening, working days, weekend, you name it. Frequency is random too, sometimes I have issues all day, sometimes I have no issues for weeks.
I am with TalkTalk for almost 5 years now, for the first 2ish years I had no issues whatsoever. Then I renewed my contract and started to face these problems. After that contract expired I tried to switch to another provider but was convinced to stay, was sent a new router. Then as the issue was still there, I was sent a new modem too. (I had the white modem first, now I have the black one).
In terms of the home setup nothing changed for 4 years, then I switched two laptops and a phone. The only thing I noticed (might be coincidence or completely irrelevant) that they started to work on the new provider's network in town Zoom or what are they called. They are not available on my address but saw their cars in the neighbouring streets.
As mentioned above I try the line check when I have the outage, then it comes back that there is a fault but then it tells me the fault couldn't be identified and I should try fix things on my end. The trouble shooter is useless. I have been trough this numerous times. Sometimes the outage resolves before the test finishes, that time I have an all good message just to have another outage 3 minutes later. Very frustrating, once I almost lost my job because my connection dropped while I was on a very important call. This is unacceptable. If there was an outage once or twice a year, I would be OK with that. But just recently I had about an hour today in the evening, then I had some on Sunday and before that on Friday.
When I chat to support the furthest I get is to reset my router despite me trying to explain that the LED on the modem is blue for the WAN connection and is flashing for the broadband connection. Is there any possibility that the router can cause that or anything beyond the router? I doubt that but open to suggestions.
Once I was told they will send an engineer to my home but I have to pay up if they find something on my end. I am a bit afraid to do that as the line checks are coming back with no issues and if the engineer won't see the fault I fear I will be charged for it, which I don't want.
Any suggestions, solutions please?
Married with children
