intermittant dropping out ?

[essexbloke]

Hi, for the last few days our broadband appears to be dropping, at the moment i am using my phone as a hotspot, i have tried the usual tricks and it`s just the same, i wondered if you can see anything from your end ?

Thanks,Essex Bloke

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this and thanks for letting us know 🙂

Thanks

Michelle

[essexbloke]

Hi Michelle,

It arrived yesterday and seems to be perfect, our security cameras have been on all night with no drop outs etc.

I have the other router in the returns bag, I'll post it later today,

Thanks for sorting us out, you're perfect as usual.

Essex bloke 😊👍💕

[Michelle-TalkTalk]

Good morning,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Debbie-TalkTalk]

Hi @essexbloke 

No problem 🙂

Debbie

[essexbloke]

Hi Debbie, yes of course, I wasn't home for 2 days so I don't know how it's been, look forward to trying it, I hope it does the trick, thank you.

[Debbie-TalkTalk]

Hi @essexbloke 

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

Let us know how the connection compares with the replacement router.

Thanks

Debbie

[essexbloke]

Hi Michelle, if it's not too much trouble, that would be great.

Thank you.

Essex bloke 

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

[KeithFrench]

Hi @essexbloke 

Being on full fibre, the distance from the exchange is irrelevant. That router I assume (could be one of three from your photo) is:-

• Sagemcom FAST 5364
• Sagemcom FAST 5464
• Huawei DG8041W

If you remove the pull-up panel on the top, there is a label behind it on the back of the router which will identify it.

As everything goes down, but the light on the router remains white, I would guess that the router is at fault. As @Gliwmaeden2 has stated there is no one on the forum from TalkTalk until Monday now.

[Gliwmaeden2]

Staff will respond after the weekend, @essexbloke.

[essexbloke]

Its a standard talk talk router, the house was wired by a BT engineer, when the internet connection falters every connection in the house goes down, wireless and wired.

The router light stays blue and the wall connection box lights stay lit yellow.

We are on full fibre. We are around a country mile from the exchange and it's usually water in the roadside box, things like that

 

 

[KeithFrench]

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 package are you on?
3. What is the exact status of the lights on the front of the router when this happens?
4. If you have any wired connections, are they affected in the same way as wireless ones?