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fibre keeps dropping out but router says it is ok

colinlw
Chatterbox
Message 13 of 13

since upgrading to faster fibre and renewing my contract a couple of months ago, out internet has frequently disconnected. i logged with by phone and talked to support but they have not fixed it. i logged into the router the last few times it happened and the router says it has been up for days, and it is connected to WIFI and WAN with no problems logged. the speed is lower than expected though.

hopefully you can get this resolved,

 

thanks

Colin

colinlw
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12 REPLIES 12

Message 1 of 13

Hi Colin,

 

Were you provided with a predicted speed range for the line? If not then we can check this for you. We would just need to confirm some details with you first.

 

Thanks

 

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Message 2 of 13

hello Michelle,

i am on fibre 65 but my current speed is low 30's.

my previous contract was 32Mb i think, but the new one seems about the same speed, and was less reliable. it looks much better since we had the new router, but no faster.

thanks

Colin.

colinlw
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Message 3 of 13

Hi Colin,

 

Thanks for the update. Can I just confirm, what speeds were you previously receiving?

 

Thanks

 

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colinlw
Chatterbox
Message 4 of 13

wireless connection now showing better latency of 9ms but still only 36Mb speed.

thanks

Colin.

colinlw
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Message 5 of 13

Hi colin,

 

Can I just confirm, are you running the speed test wired or wireless?

 

Thanks

 

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colinlw
Chatterbox
Message 6 of 13

hello Karl,

 

speedtest now showing 9Mb 😞

 

Colin.

colinlw
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Message 7 of 13

Hi

 

DLM has increases in the early hours of this morning and your router is now in sync at 42mb.

 

Thanks  

 

Karl. 

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colinlw
Chatterbox
Message 8 of 13

hello Debbie,

the new router seems better and so far i have just seem a lost connection message from my TV (wifi) once and no other drop outs have been noticed.

the only issue though, is that my speed is only 32Mb but the guaranteed speed is supposed to be at least 39Mb.

 

thanks for your help,

Colin.

colinlw
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Debbie-TalkTalk
Support Team
Message 9 of 13

Hi Colin

 

I'm sorry to hear this.

 

I've ordered you a replacement router for testing, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

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Message 10 of 13

Then you may have a faulty router. I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), but if more urgent you can always try the Service Centre. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 11 of 13

hello  Keith

the router is the Sagemcom fast 5364-3 t8 supplied by TalkTalk.

the status light stays on even though there is no internet.

the wired connection, my TV, has also dropped out.

thanks

Colin.

colinlw
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KeithFrench
Community Star
Message 12 of 13

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What is the exact status of the lights on the front of the router when this happens?
3. If you have any wired connections, are they affected in the same way as wireless ones?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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