Wifi drops out

[Dsb66]

Hello

My broadband was upgraded to fibre in January. All was fine until feb/March when the broadband would just drop randomly a couple of times through the day.

I have contacted the live chat a number of times, and the same diagnostics are run. The first couple of times they said there was no problem. Then there was a fault with the fibre provider, today that fault has been resolved. I am currently (again) wasting my mobile data as my WiFi has been off for the last 30 mins.

I am surprised to see so many other people reporting the same issue, it does seem to suggest that something is wrong with the service somewhere.

My question is is there an easier way of logging the issue, rather than giving to slog through the live chat system?

Thanks in advance!

[Anonymous]

Morning Sarah,

Thanks for the update. Just before I pass this over to our Faults Escalation Team, can I just check that all the cable connected to the ONT and the router are securely connected please? Have you also tried powering down both the ONT and the router for a full 30 minutes?

Michelle

[Dsb66]

Hi Michelle

It's off again now. 2 lights on wall unit (middle 2 off). I'm heading out, hopefully it'll reset itself. Very frustrating situation. Again, I'm logging this so there is a record of the faults.

Thanks for your help

Sarah

[Anonymous]

Morning,

I'm sorry to hear this. Can I just check, do the lights change on the ONT and the router when you're unable to connect please?

Michelle

[Dsb66]

Hi there

It's been a while, but the drops in service have started to creep up again. Basically my WiFi is off for a period of time 3 or 4 times a week. This is a shame, as it did seem to be getting better for a few months after my last series of messages. It has been off this evening since about 7pm and is still off now (8.40pm). I've been using my mobile data which is starting to cost money.

Am logging here as chat is closed and twitter haven't gotten back to me.

Thanks

[Chris-TalkTalk]

OK, will do 🙂

[Dsb66]

Thanks Chris - could you ask them to phone please?

Thank you for all your help 🙂

[Chris-TalkTalk]

Hi Sarah,

Are you still in contact with our Future Fibre team, would you like me to as them to call you again?

Chris

[Dsb66]

Came back on after 20  minutes. Just failed again now at 2030ish.

What are my options at getting the connection fixed/replaced?

Thanks

Sarah

[Dsb66]

Hi Chris

I actually spoke too soon. It ended up going off three times on Monday, once at about 2330 yesterday and is now currently off - which is s bit of a shame as I am supposed to be on a seminar as I type. 

I've reset it, the white light is on the hub but the 2 middle lights are off on the wall unit.

I thought it was getting better last week, but this week has been bad. Perhaps a new hub would be a good idea afterall.

Thanks

Sarah

[Chris-TalkTalk]

Hi Sarah,

Thanks for the update, does it seem to be working OK at the moment?

Chris

[Dsb66]

Hi

Talk Talk phoned the other day and, since the interruptions seem to be decreasing, I'm just keeping an eye on it. Happy with that, technician on the phone was helpful.

This is the first time in a good few days we've noticed the WiFi drop. 1810 this evening, 2nd light on wall unit was red, then about 5 mins later the usual 2 lights go out and the hub turns orange. Has been restarted and still not working at 1855. I'm just using this thread to document any issues, as discussed on the phone.

Thanks

Sarah

[Chris-TalkTalk]

OK thanks. I'll pass this over to our Future Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[Dsb66]

Initially no, the light stayed white (wall unit had lost two lights). About 15 mins in it flashed orange. Came back on after 30 minutes or so.

Thanks

Sarah

[Chris-TalkTalk]

OK thanks. Did you notice if the router was flashing orange when the connection dropped?

Chris

[Dsb66]

Hi Chris

It does seem to be better. There was a phase when it would drop pretty much every night. We've noticed that there are still interruptions to service, but less of them. Of course, I don't really know how it does when I'm at work. However I am working at home today and the service has currently dropped.

So, it may be the issues have just changed time. It would be good if it could be fixed once and for all. 

Thanks

Sarah

[Chris-TalkTalk]

Hi Sarah,

Was yesterday morning the first time that it has dropped for a while? How has it been since your last post?

Chris

[Dsb66]

Hi Chris

Sorry for the delay in replying. It's off again this morning.

All Internet connected devices stop working (phone, pc, tv).

Thanks

Sarah

[Chris-TalkTalk]

Hi Sarah,

Thanks for trying that. Do all your devices seem to drop at the same time? Does it look as though the Internet connection drops rather than the wireless connection to individual devices?

Chris

[Dsb66]

Thanks Chris, handily it dropped just before 0830 this morning. I've swapped over the hubs and it has just been flashing orange for the last 20 minutes. This is a slightly older hub, but it has the same connection points, so I assume it's compatible? 

Swapped them back now and wifi back on.

Thanks

Sarah

[Chris-TalkTalk]

If it drops again could you connect the old hub and monitor to see if the same patter of disconnections continues. Please let us know how you get on

Chris