FIbre Support

Get expert support with your Fibre connection.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Requesting a new router please

technika
Participant
Message 31 of 31

I'm currently struggling to keep my internet from cutting out every hour and i have already spoken to somebody on the live chat twice now and both times i was refused a new router because they somehow thought my router was working fine because there was no connection issues after running a test. They made changes to my line speed and now its cutting off again.

 

Im currently using a HG633 router.

Motocross Lover!
0 Likes
30 REPLIES 30

Message 1 of 31

That's great news, thanks for letting me know 🙂

 

Chris

0 Likes

Message 2 of 31
Hi chris

No issues atm. Hopefully It stays on.
Motocross Lover!
0 Likes

Message 3 of 31

Hi technika,

 

I've taken a look at your connection stats for the last few days and there are no disconnections showing since Friday, has everything been OK at your end over the weekend?


Chris

0 Likes

Message 4 of 31

Thanks for the link i'll take a look at it and see if it can help me get any further towards dealing with this issue of talktalk refusing to see this as a problem on there side. 

I have spent endless hours on chat being passed from 1 person to another and all with the same answer being pasted to me "Our checks show no issues so please contact us when your internet is down".

Clearly they need to remove the chat option if its only scripted answers coming back when you ask for support.

I would of posted more logs of even more recent cut off's but it seems my router logs has been cleared.

 

 

Motocross Lover!
0 Likes

demonzen2001
Popular Poster
Message 5 of 31

It would seem to me that you are getting fobbed off by TalkTalk if all the tests come back as fine - this to me would indicate a hardware issue!

 

If you have tried both the routers they are offering, to no avail, then what is their issue with offering you their newest router to see if this resolves the issue???

 

Personally, I'd lodge an official  complaint as they are not providing the service you are paying for!

 

Below is a link from Ofcom, which you may find useful.

 

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/broadband-landli...

 

I hope they do the right thing!!!

0 Likes

Message 6 of 31
any update on this ?.
Motocross Lover!
0 Likes

Message 7 of 31

Hi technika,

 

Thanks for the update. We've not received the engineer report yet so could you bump the thread tomorrow, hopefully we'll have the report by then.


Thanks

Chris

0 Likes

Message 8 of 31

Openreach has just been and done a check on my line and also checked the box down the road and all is showing 100% fine. He then phoned somebody at openreach to do deaper tests and everything was fine.

 

He then tested my extention to my room which is new and was showing fine on all tests.

 

This could only mean its a problem on talktalk side as clearly from the logs below shows my net cutting off with the most recent time being 8am this morning.

 

2019-01-03 12:53:16 System Notice DSL connection is active.
2019-01-03 12:52:36 System Notice DSL connection is inactive.
2019-01-03 12:52:26 System Notice DSL connection is inactive.

2019-01-03 12:52:14 System Notice DSL connection is inactive.
2019-01-03 12:51:55 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-01-03 12:51:55 System Notice DSL connection is inactive.

2019-01-22 00:19:42 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-01-22 00:19:12 System Notice DSL connection is active.
2019-01-22 00:18:52 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-01-22 00:18:52 System Notice DSL connection is inactive.

2019-01-21 23:34:27 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-01-21 23:33:58 System Notice DSL connection is active.
2019-01-21 23:33:38 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-01-21 23:33:38 System Notice DSL connection is inactive.

2019-01-21 21:49:35 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-01-21 21:49:06 System Notice DSL connection is active.
2019-01-21 21:48:38 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-01-21 21:48:38 System Notice DSL connection is inactive.

2019-01-22 11:32:36 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-01-22 11:32:06 System Notice DSL connection is active.
2019-01-22 11:31:46 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-01-22 11:31:46 System Notice DSL connection is inactive.

2019-01-23 03:16:49 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-01-23 03:16:19 System Notice DSL connection is active.
2019-01-23 03:16:00 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-01-23 03:15:59 System Notice DSL connection is inactive.

2019-01-24 01:19:21 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-01-24 01:18:51 System Notice DSL connection is active.
2019-01-24 01:18:31 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-01-24 01:18:30 System Notice DSL connection is inactive.

2019-01-24 08:09:25 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 connected.
2019-01-24 08:08:54 System Notice DSL connection is active.
2019-01-24 08:08:35 System Notice WAN connection INTERNET_TR069_R_VID_101:IPv4 disconnected.(ERROR_NO_CARRIER)
2019-01-24 08:08:34 System Notice DSL connection is inactive.
Motocross Lover!
0 Likes

Message 9 of 31

Hi technika

 

Ok, no problem.

 

Thanks

 

Debbie

0 Likes

Message 10 of 31
I got the HG633 router sent out to me and already tried the DSL3782 from a friend so it's ok. I'll just see what the engineer says thanks 🙂
Motocross Lover!
0 Likes

Message 11 of 31

Hi technika

 

We can send a replacement HG633 or DSL3782 router for testing. Which router are you currently using?

 

Thanks

 

Debbie

0 Likes

Message 12 of 31

Is there no chance i could get the latest router sent out to try and rule out if its a hardware issue since the router i got sent out was the same as the router i already have issues with. 

 

 

Motocross Lover!
0 Likes

Message 13 of 31

Thanks technika, I'll let you know when I receive confirmation of the date and time slot booked


Chris

0 Likes

Message 14 of 31
Any day and any time is fine chris.
Motocross Lover!
0 Likes

Message 15 of 31

Hi technika,

 

Our network team have advised that we'll need to arrange another engineer visit if your connection is still dropping. If you'd like us to go ahead with the engineer visit can you give a couple of dates and time slots when you can be available 


Chris

0 Likes

Message 16 of 31

Hi technika,

 

Thanks for the PM

 

I'm sorry to hear that you're still experiencing problem, I've passed this back to our network team for further investigation. If you don't hear anything later today can you bump the thread again tomorrow 

 

Chris

0 Likes

Message 17 of 31

Hi technika,

 

I've received confirmation from our network team that the engineer visit is booked for tomorrow (17th) PM (13:00-18:00) please let us know how you get on 


Thanks

Chris

0 Likes

Message 18 of 31

Hi technika,

 

Thanks for the PM, I've replied requesting a bit more information 

Thanks

Chris

0 Likes

Message 19 of 31

Hi

 

The HG633 routers are fine, I was using one for the past 2 years with a lot of wireless kit and 2 games consoles with no issues.

 

If this is still dropping, then the next option is to proceed towards an engineer.

 

I'll PM you with some details we require.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

0 Likes

Message 20 of 31
I just let it re-connect on its own. I can understand talktalk wanting to save money but they are sending out refurbished routers and expecting it to fix the problem. The HG633 routers are no good.
Motocross Lover!
0 Likes