Internet dropping out constantly

[pickle456]

We've been having real problems with our WiFi the last few weeks, and today even with my laptop directly connected to the router via an ethernet cable. I work remotely from home and today I really struggled to join and stay in meetings.

I've tried resetting the router by turning it off and leaving it for half an hour before turning it back on again. The hub is on my desk right next to my laptop and not behind any furniture or books.

I can't run a connection test because we were upgraded to full fibre last October and still have the copper line.

Can someone advise? It's much worse now than before we had full fibre!

[Michelle-TalkTalk]

Hi Charlotte,

Great, thank you 🙂

Michelle

[pickle456]

Hi Michelle,

Sorry for the late reply! I was away last week so will check how the internet is this week and let you know if it seems to be fixed.

Thanks,

Charlotte

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle 🙂

[Michelle-TalkTalk]

No problem 🙂

Michelle

[pickle456]

Thanks!

[Michelle-TalkTalk]

Hi,

Thank you. We've ordered the replacement router now and it should arrive in the next 48-72hrs. We'll check back in with you next week to see how you're getting on.

Thanks

Michelle

[pickle456]

Hi Michelle,

Yes no problem! What info do you need from me to send it out?

Charlotte 

[Michelle-TalkTalk]

Hello,

Thanks for confirming. If the wired connection is also dropping but the lights are not changing on the ONT then I think we should send a replacement router just to rule this out. Would this be ok?

Thanks

Michelle

[pickle456]

Hi Michelle, we only got this router at the end of October after being moved to full fibre so doubt that's the problem. We've had problems with the WiFi for some weeks now but this week even the wired connection has been terrible! 

[Michelle-TalkTalk]

Morning,

Ok thanks for confirming. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Michelle

[pickle456]

Hi,

No the router stays white and all the other lights are green.

Charlotte

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Can I just confirm, do any of the lights change on the ONT or the router when your connection is dropping?

Thanks

Michelle