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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!
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30 REPLIES 30

Message 21 of 31

Hi technika

 

Apologies for this.

 

I've checked the connection stats and I can see re connections on the line.

 

Just to confirm, when the connection drops do you reboot the router or wait for it to re connect on its own?

 

Thanks

 

Debbie

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Message 22 of 31

Yeah im currently plugged into it but its still doing the same. Its seems to just cut off and then come back on again 2 mins later.. its just frustrating when you are playing online and get cut off all the time..

Motocross Lover!
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Message 23 of 31

Hi technika,

 

Thanks for trying this and I'm sorry to hear that the connection is still unstable. I've re-run the line test which is clear. Just to confirm, does the master socket have a test socket?

 

Thanks

 

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Message 24 of 31
After using the router and the included filter its still randomly cutting off and coming back on again so not sure what is going on since ive been on fibre for quite a bit and never had issues last this long before.
Motocross Lover!
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Message 25 of 31

Hi technika

 

Please let us know how the connection compares with the replacement router.

 

Thanks

 

Debbie 🙂

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Message 26 of 31
Thank you karl. merry christmas 🙂
Motocross Lover!
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Message 27 of 31

Hi

 

OK, I've a new router on the way to rule out the hardware causing the issue.

 

Make sure when you connect the router, that you use the new filters and cables also.

 

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

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Message 28 of 31
Hi Karl I've just checked the house phone and the line is crackle free. No background noise also.
Motocross Lover!
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Karl-TalkTalk
Support Team
Message 29 of 31

Hi technika

 

I'm picking up a possible fault on the voice (phone) side of the circuit.

 

Can you listen to the home phone and tell me if the dial tone is clear, or do you hear any noise, distortion or crackles when making calls.

 

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

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KeithFrench
Community Star
Message 30 of 31

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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