WiFi keeps going off

[PeriAndo9]

Every other night my router starts flashing amber and I lose WiFi connection - this always happens between 8.30pm and 9pm and doesn’t come back on until I start an online chat and they look into it, which is very time consuming - in the last week alone it had gone off 4 times - it doesn’t come back on if I try to reset my router myself and everytime on the chat they tell me there is no issues and they just need to clear my line - what could be the issue? 

[PeriAndo9]

Yes full fibre, I will give the team a call when they reopen tomorrow- thank you 

[fr8ys · Accepted solution]

I'm assuming you are on full fibre. Is that correct?

If so, the staff here normally request you phone the Full Fibre team for support.

Please call in the Full fibre team: 03451720074 - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. They will assist you further. Thanks

However, there is one thing you can try to see if it's the ONT Box or Router. If you have a laptop or similar device try plugging this into the ONT box the next time it goes off to see if it will connect to the internet. If it does it would point to the router being at fault.

[PeriAndo9]

Hi, 

Yes, I’ve tried that on multiple occasions and it has never come back on without me then having to start an online chat - overall it’s been happening for last 2 months and regular occasions always at a similar time -  it sure what they do when on the chat but once they start to test it, it’s suddenly comes back on 

[fr8ys]

Hi,

Staff won't be back here until Monday

Can you confirm if you have tried the following and if not, could you try please?

• Turned the router off for 30 minutes. This will start a new session.
• Tried a pinhole reset of the router. This will reset all values including your wifi username and password, so if you have changed them you will need to change them again.

Let us know how you get on and if no change, you are in the staff's queue for a response.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you