No broadband

[Talktyke72]

I have no current broadband. All lights are green but msg comes up as no internet. Could this be checked please 

[mandisa1-TT]

Thank you so much for confirming that for me. I can see that your broadband connection is stable and there are no issues showing on the line,

The broadband connection covers the physical cabling into your home and the router from outside your premises, so as that is working the issue you're experiencing is likely to be due to a Wi-Fi problem, or other issue in your home.

I can guide you through checks which should help identify the issue and resolve if possible.

[Talktyke72]

Issue occurs in all locations on all devices on wifi 

[mandisa1-TT]

Does the issue occur 
Issue occurs everywhere?

Issue only occurs in one or some locations?

Issue is not with Wi-Fi?

Issue is with a single device?

[mandisa1-TT]

Thank you for confirming that for me.

[Talktyke72]

I have a wired PC that appears to be working ok. I have 2 wireless laptops both of which are losing connection. One of those is next to the router 

[Thabile-TT]

Thanks for confirming this.I need to establish if the problem is a general WiFi or Broadband issue, or if it's potentially a coverage issue. If the problem only occurs in places that may be further from the router, or are blocked by walls, doors or windows, then it's likely the issue is related to the WiFi signal not being strong enough where you experience the problem.

Issue occurs everywhere

Issue only occurs in one or some locations

Issue is not with WiFi

Issue is with a single device

[Talktyke72]

yes

[Thabile-TT]

Thank you very much for letting me know. Will you  (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Talktyke72]

no

[Thabile-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Talktyke72]

Yes

[Thabile-TT]

Are you currently at home, where the TalkTalk service is installed?

[Talktyke72]

Yes the connection is dropping. 

[Thabile-TT]

Before we conduct our checks, could you please confirm whether you are currently experiencing a dropped connection?

[Thabile-TT]

I apologize the issue appears to be ongoing. What I can do for you is to conduct checks for dropping connection.

[Talktyke72]

I've rebooted and been using the internet for the last hour and although it has been better than it was it is sometimes still dropping out 

[Thabile-TT]

You have confirmed that the internet is slow, this could also be due to that it was down for a bit. Please reboot and advise if issue still persist. 

[Talktyke72]

Yes that's correct - feels very slow 

[Thabile-TT]

Just to confirm the internet is back up but you experiencing dropping in connection? 

[Talktyke72]

Could we run a speed test for my line please. It's working but lagging quite a lot