No consistent internet connection

[lamia1]

Hello, 

Over the past few days, I’ve been experiencing connectivity issues with my TalkTalk router, which has prevented me from accessing the internet. I was informed that my old router might be the cause and was sent a replacement, which I set up last night. However, since then, I've only been able to stay connected for 30-60 minutes before the connection drops (white light remains).

Today, I’ve spoken with three TalkTalk assistants who have performed a full reset and tested the line, but after each reset, the connection lasts only 20 minutes to an hour before failing again.

Could you please assist in resolving this ongoing issue? 

Thanks

[Chris-TalkTalk]

Thanks for that. We are currently looking into this, we'll let you know when we have an update

Chris

[lamia1]

I've turned it back on now.

[Michelle-TalkTalk]

Hi,

Would it be possible to connect the TT router again for 20 minutes so we can check the router logs please?

Thanks

Michelle

[lamia1]

This issue seems to occur when I am connected to the TT router. The third-party router that I have temporarily been using seems to provide me with stable access (it has never dropped). 

The issue first occurred on 6/12, and I was sent a new router, which I then set up on 10/12. Prior to the 6/12, everything was working fine. 

TT make: Sagemcom

TT model: FAST 5464-2.T4

Thanks

[Michelle-TalkTalk]

Morning,

We're currently looking into this with our Devices Team. Just to confirm, it only happens with the TalkTalk router? The connection is 100% stable with the 3rd party router? What is the make and model of the TT router please? Did this only start at the beginning of the week? Has the router been working fine prior to this?

Thanks

Michelle

[lamia1]

Just a quick update. I switched back to the TalkTalk router, but the issue remains. I was able to get access for about 35 min before it dropped again. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[lamia1]

I'm still using a third-party router as I have a few online meetings today. I will try the TalkTalk one later today to test it out again and provide an update. 

[Chris-TalkTalk]

Hi lamia1,

Connection seems to have been stable so far today, which router do you currently have connected?

Chris

[ferguson]

@nikola77 

It's not necessarily the same problem, even thought it may appear similar. Please wait for a response on your own topic, every customer is dealt with individually. 

[lamia1]

No my router is still not working correctly. I chatted to one of the advisors this evening who has now passed the issue onto another office and someone should be in touch in over the next few days. I also tried another non- talktalk router (borrowed from a friend) and I am able to connect with no issues. So for now it seems like an issue with their router. 

[nikola77]

I’ve got the same problem! Did u fix it? It all working now? 

[ferguson]

No worries, the support team should pick this up tomorrow. 

[lamia1]

Thanks for reminding me to do that!

[lamia1]

I've never seen a red alarm light appear.

[ferguson]

@lamia1 

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

[DJI_MINI_2_SE]

Just to clarify you have never seen the red Alarm light illuminate when you are having these issues?

[lamia1]

All three remain on. 

[DJI_MINI_2_SE]

When you lose connection which lights do you see on the ONT?