Internet connection keeps dropping

[ajmumf184]

I have had a problem with internet connection dropping since Friday (6th December). If I restart the router, the connection comes back, but it drops again after a few hours. We haven't changed anything about our setup, and I've not had this problem before.

To get this resolved I have tried the live chat, I've had two online chats with agents (on Sunday and yesterday), they've checked everything and I've reset the router each time, but the problem persists.

Today I tried the online chat again but it timed out (while I was waiting for the agent - I hadn't been asked for any information so I wasn't being slow to respond), and it wouldn't reconnect me.

I really need to get this resolved - I suspect an issue with the router is the problem, but resetting the router hasn't helped.

Please can you help me to get this fixed?

[Chris-TalkTalk]

That's great news, thanks for letting us know

Chris

[ajmumf184]

Good morning,

I can confirm that we've had no further problems with the router since Wednesday. Thank you very much for your help. I'll put the old router in the post.

All the best

[Michelle-TalkTalk]

Good morning,

I'm glad to hear this and please let us know if anything does change.

Thanks

Michelle

[ajmumf184]

Hello,

An update: it looks like the connection has been fine since around midday on Wednesday. So it would appear that the problem is fixed. I'm happy to keep monitoring it over the weekend just to make sure, and report back again on Monday.

Thanks again for your help in getting this sorted out.

[Michelle-TalkTalk]

Morning,

Ok thanks for the update and please let us know how you get on 🙂

Thanks

Michelle

[ajmumf184]

Good morning,

The connection dropped out around midday yesterday, but I wondered if that might be because the fix was being applied? I think it has been ok since then but I'm not at home today to check. When I get home this evening I will check with my family how it has been today. I will monitor it this evening (because post 4 pm is when it tended to drop out) and get back in touch tomorrow.

Thank you for your help with this.

[Michelle-TalkTalk]

Morning,

How has your connection been over the last 24hrs?

Thanks

Michelle

[Debbie-TalkTalk]

Hi @ajmumf184 

No problem. Additional updates will also show here Service Status | TalkTalk Help & Support  (under Broadband connection half way down the page)

[ajmumf184]

That sounds promising - thank you for keeping me updated.

[Debbie-TalkTalk]

Hi @ajmumf184 

This is the latest update on this fault.

Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

[ajmumf184]

Yes, the white light does stay on the router when the internet connection drops.

[Michelle-TalkTalk]

Hello,

Thanks for confirming. Our team are currently investigating the white light/no connection issue and I'll post back here to confirm as soon as the team come back to us with an update or resolution.

Michelle

[ajmumf184]

Yes, the white light does stay on when the connection drops.

[Michelle-TalkTalk]

Good afternoon,

I'm sorry to hear this. Does the light still remain white on the router when your connection drops please?

Thanks

Michelle

[ajmumf184]

Hello again,

I set up the new router when it arrived on Friday. However, we still have the same problem. Every day the internet connection drops. It usually starts to happen after 4 pm. It probably drops two or three times between 4 pm and 10 pm (when we go to bed, I don't know what happens after that). It tends to be ok through the morning and early afternoon. I really don't know what the problem is, but the new router hasn't solved the issue, unfortunately.

Would appreciate your help.

Thanks.

[Chris-TalkTalk]

OK thanks 🙂

[ajmumf184]

Hi Chris,

Just waiting for the new router to arrive which will hopefully be sometime today. Once we've got it set up I'll report back!

Thanks

[Chris-TalkTalk]

Hi ajmumf184, how are you getting on?

@IAN85, I've replied on your thread

Chris

[IAN85]

done thanks

[DJI_MINI_2_SE]

I'm having the same issue since then it looses connection wifi and LAN from the router, are you around buckinghamshire?

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Best to open your own thread support wont deal with your issue in another customers thread.