Router not working

[Bruceshaw]

Hello 

having issues with my WiFi router, keeps cutting out after every 30 minutes (no connection) power cycling the router restores connection but not for long

having to power cycle it at least 10 times a day.

seen other people post similar issues and a new router has sorted the problem 

would a member of talktalk staff be able to send me a new router tried getting through on the online chat but don’t seem to get a response?

also router constantly shows a white light which indicates all should be ok even when the connection stops 

nothing has changed in the household to make it stop working and tried line checks on website which state the line is all ok

Bruce shaw 

[Bruceshaw]

Thanks,

just did that never realised that was there WiFi is on will have to see how it goes as normally is fine for 30-40 mins 

[ferguson]

OK, you can remove the faceplate on that by gently squeezing the clips on each side, you will find the test socket behind there. Try connecting to that using the new plugin microfilter and cable which accompanied the replacement router. Make sure you are using the new power supply also. 

[Bruceshaw]

Mines the one labelled nte 5c

has an adapter that comes out for the broadband connection and phone connection 

don’t actually have a phone/handset though 

[ferguson]

Can you just check please, with reference here?

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

[Bruceshaw]

Master phone socket don’t have a test socket 

[ferguson]

Where is your router connected? The master phone socket, or an extension? If the former, have you tried connecting at the test socket? 

[Bruceshaw]

Hello new router has arrived however still same issue 

WiFi will work for about 30-40 mins then cut off 

light stays white on hub indicating it’s all ok but won’t work on any device 

also logged into router via IP address and this shows it’s offline and not connected to internet 

also tried further tests, noticed when it’s working fine if I pull the phone line out the back of the router light turns from white to red as it should, however when WiFi stops working and I pull the phone line out the router stays white when it should go red as no phone line connected? Seems to be indicating something wrong with the router? As line tests show all ok has been playing up since Tuesday now and is getting really frustrating is there something wrong with the firmware or some setting in the router? 
I haven’t changed anything on the new or old one for it to start playing up 

need this sorting asap 

[Debbie-TalkTalk]

Hi @Bruceshaw 

I'm sorry to hear this.

The line tests are clear so I've sent you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[DrWig]

Exactly what I'm doing..... 🤔. Thought he might like to know it might be a wider issue.... 

[Gliwmaeden2]

@DrWig, please just follow up on your own thread. 

Staff only respond to the original poster and will look at your own topic during the day. 

@Bruceshaw, hasn't had a chance of a reply on here yet!

[ferguson]

@DrWig 

I see you have started your own topic, wait for a response there and leave this one for the original poster's issue. 

[DrWig]

I've come on here as I'm getting exactly this issue starting today! Has a new firmware been pushed out?