New Router required

[dooosuk]

I seem to recall seeing support on here being able to provider customer with a new router. I need a new router please. The signal keeps dropping out constantly after a period of time. If I unplug it for a few days and then start using it again, it'll work for a while but will then start dropping the connection again.

Using a really really old router gets me online currently but slow.

Thanks

[mandisa1-TT]

You are most welcome and yes please:)

[dooosuk]

Thanks, chat back on this thread?

[mandisa1-TT]

Please monitor your connection as we have completed a factory reset, should you still experience a dropping connection please chat back, we will assist you further.

[mandisa1-TT]

I understand, We have sent the digital email successfully to your email address, You will receive it shortly. 

[dooosuk]

OK currently working.

This issue manifests itself after it's been used for a few days.  I wouldn't expect the disconnections to start right away as it's been unplugged a while...but they'll be back in a few days.

[mandisa1-TT]

The router has successfully connected to the Internet after the reboot.

We can now continue to work with you to investigate the issue you've reported to us.
 

Can you please check your TalkTalk Internet access for me now and let me know if it works? You can do this by trying to reload the site or application you were experiencing problems with, or trying to search for something on the Internet.

Are you able to access the internet?

 

[dooosuk]

Solid white light now.

[mandisa1-TT]

Thank you, As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner, then we'll be able to progress once we see it connect.

[dooosuk]

OK, Factory reset...flashing orange light currently

[mandisa1-TT]

Have you been able to complete a factory reset?

[mandisa1-TT]

Please complete a factory reset on your end, Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds. Please confirm once you have completed the factory reset

[dooosuk]

Are you factory resetting it or do I need to?

I haven't changed any settings on the router.

[mandisa1-TT]

You are most welcome @dooosuk, Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds. Please confirm once you have completed the factory reset?

[dooosuk]

Thank you

[mandisa1-TT]

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds. Please confirm once you have completed the factory reset

[mandisa1-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the No Internet connection issue is resolved, I can assist you in reconnecting to the network.

[mandisa1-TT]

Thank you, A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue, then I'll look at other potential causes.

[dooosuk]

No

[mandisa1-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[dooosuk]

Router is on.  Light is white.

Yes, please fix the problem