Router

[Pops58]

Do I have the latest router  FAST 5364-3.TB  ?

I get intermittent drop out with flashing orange light 

I'm on fibre 35 with low usage No gaming!

I have had to put the tv on wired connection but still get issue on mobile devices 

[Karl-TalkTalk]

Hi

Additional returns bags were sent out due to a recent issue with some of the bags not posting correctly, but your router will be returned against your account usually within 14 days.

Any issues etc, just let us know here and we can take care of it for you.

Karl.

[Pops58]

No dropping out now

I have returned the okd router but have had another return label Please confirm receipt 

Iain

[Chris-TalkTalk]

Latest line test is passing but if you are still experiencing disconnections with the router connected to the test socket then the next step will be to arrange an engineer visit. If you'd like to do this please let us know and we'll confirm some details with you

Chris

[Pops58]

No problems with thr phone

[Chris-TalkTalk]

Hi Iain,

Are you experiencing any problems with your telephone service. Is there a dial tone? Any noise on the line?

Chris

[Pops58]

The new router is now set up the same as the old one

Iain

[Debbie-TalkTalk]

Hi Iain @Pops58 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Please can you connect the router in your usual set up first to see how the connection compares.

[Pops58]

Yes please send a new router and we can take it from there 

Will you want the new router working from the same extension or the main test plug?

Iain

[Debbie-TalkTalk]

Hi @Pops58 

Thanks for your reply.

Would you like me to send a replacement router first for testing so we can rule this out?

If you are unable to leave the router connected at the test socket (to see if the drops still occur) then the next step after this will be an Openreach engineer visit to the property.

Thanks

[Pops58]

I assume so assume so as the only wire I can see into the house is from the telegraph pole into the attic

there are 3 extensions

1 connecting the router with adsl filter

1 connecting landline with no filter

1 not in use 

[Debbie-TalkTalk]

Hi Pops58

Just to confirm, your router is currently connected to an extension? (running from the master socket in the attic)

[Pops58]

Hi Debbie

I am and have always run on an extension with adsl splitter as BT put the main inlet with a tester in the attic so I thought the signal would not be strong enough through the house

[Debbie-TalkTalk]

Hi @Pops58 

I'm sorry to hear this.

The line test has detected a potential fault towards the property. Is the router currently connected at the test socket?

[ferguson]

Yes, that's the current router for your package. Is this a recent phenomenon? The support team should pick this up and advise furher tomorrow.