Broadband cuts out

[jstype]

Hi,

I have full fibre via City Fibre. I use my broadband for 2 or 3 hours a day.

During the past week twice while I have been using the broadband my connection has stopped working for between 5 and 10 minutes.

The lights on my two euros stay on and the wifi fans on my devices seem to show the Eero is still connected to the devices and my iMac says not connected to internet.

I contacted TalkTalk support about this and they have tested the line twice both. times when the broadband was working again. 

I am told there is not a problem with the broadband but a WiFi problem I think this is very unlikely because of the nature of the problem I get.

My mobile phones have limited data usage so my main broadband is important to me.

Could you please advise me If this is just someone at city fibre changing the conection over or if it is possible I have a problem with my line.

Thanks for any help you can give me

Regards

jstype

My full fibre at all other times works great and gives me the speeds it is supposed to. 

[Chris-TalkTalk]

No problem, thanks 🙂

Chris

[jstype]

Hi Chris,

Thanks for your help.

If it happens again I will do that. I was just worried that something might be wrong with the line.

But I don't think so.

Kind regards

jstype

[Chris-TalkTalk]

OK thanks. If it happens again can you make a note of the exact time of the disconnection and when it reconnects again and I'll check the line history.

Chris

[jstype]

Hi,

The first time it happened I did reboot my Eero it did not solve the problem.  but a couple of minutes later the broadband started to work again.

The second time I did not reboot the eero I went to the Eero and tried to get it to work from a hotspot I had created on my iPhone.

I thought good the hotspot is working but it was that the broadband had come back on.

Both times it has happened the broadband has been working fine but then I try to load a new page and get a message that I am not connected to the internet. I assume that it is something city broadband are doing because the disconnect time is very short.

Thanks again for your help

Regards

jstype

[Chris-TalkTalk]

Hi jstype,

Could I just ask, did you reboot the eero when the connection dropped? 

Chris

[jstype]

Hi Michelle,

The city fibre box is behind some things so I have not checked the lights on it, if the broadband goes down again I will. A the moment there are 4 green lights and one on the end seems to flicker slightly.

Thanks again.

jstype

[jstype]

Hi Michelle

Thanks for your reply.

Both times it has happened it has been between 4.00pm and 5.00pm in the afternoon but it does not happen every day.

The lights on my Eero stay on and the wifi connection seems to still be there even though the broadband is not. I have about 17 connected devices.

I have one wired connection a hive heating hub.

Thanks for your help.

Kind regards

jstype

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this. Does this happen around the same time? Do you have any devices connected wired? Do any of the lights change on the ONT when this happens please?

Thanks

Michelle