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?

[Michelle-TalkTalk]

Hello again,

No problem. We'll check back in with you on Friday to see how you're getting on.

Thanks

Michelle 🙂

[ajmumf184]

Thank you very much for your help.

[Debbie-TalkTalk]

Hi @ajmumf184 

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

Let us know how the connection compares with this router.

Thanks

Debbie

[ajmumf184]

I did look at the ONT lights on Sunday with the first agent I spoke to, and they were all green as expected. So I do think it is an issue with the router. Thank you.

[Michelle-TalkTalk]

Good morning,

I'm sorry to hear this and I will take a look now. I've run a test on your line which has detected - Service is OK in the Openreach network.

Can I just check if any of the lights are changing on the ONT on the wall when this happens please? If not then I think we should send a replacement router to rule this out as no faults have been detected.

Thanks

Michelle