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!

[Dsb66]

Hi Chris

I have the old hub, I can try that. What should I do to test it?

It has been stable so far today.

Thanks

Sarah

[Chris-TalkTalk]

Hi Sarah,

Do you have another router that you can test with, if not then we can arrange to send one?

Chris

[Dsb66]

Brilliant, thanks Chris.

No WiFi at 1925 Tues 09/04. Hub light white, wall unit has first and last lights on. Turned whole system off for 30 minutes, hub has had orange light on for last 15 minutes, wall unit still has 2 lights lit. No WiFi as yet.

Update: WiFi back on at 2130.

Update 2, looks like it has dropped again at 2300. 

Thanks

Sarah

[Chris-TalkTalk]

OK thanks. You can log any faults with us and make a note of any wifi interruptions on this thread if that helps

Chris

[Dsb66]

Also, if it happens outwith chat opening hours I'd like a way to log it so any patterns in service disruption can be tracked.

[Dsb66]

Thanks for the suggestion Chris. I will try this again the next time it happens, and see if it helps. So far I've turned it off for 30 minutes, reset it, moved it away from other devices and run through the standard diagnostics etc. 

Do you know if there is a way to log issues without having to go through the chat log? I keep asking for the WiFi breaks to be added to my file, but then have to reexplain the issue each time I get through to someone on chat. If the repeated drops are not logged, then I don't think the problem is being taken seriously - the technician thinks it has been fixed because the diagnostic has been done and (apparently) there are no issues at TalkTalk's end.

Thanks for your help.

[Chris-TalkTalk]

OK thanks. Can you switch the ONT and router off for 30 minutes then switch back on and retest. Please let us know how you get on

Chris

[Dsb66]

Hi Chris

The first and last lights are lit, the middle two are flickering. On the hub the white light is usually lit, but occasionally it will flash orange. Not often though.

Thanks

[Chris-TalkTalk]

Thanks, have you noticed if the lights change on the ONT when the connection drops?

Chris

[Dsb66]

Hi Chris

Thanks for replying.

I've updated that information.

Thanks

[Chris-TalkTalk]

Hi Dsb66,

Welcome to the Community, I'm sorry to hear that you're experiencing problems with your service. Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks
Chris