Being disconnected watching tv every 10 minutes

[ChristoffBas]

Hi, since last week, my router is  rebooting while watching tv. The amber light starts flashing and I then lose connection. Very frustrating! I have switched off for 5 minutes, but still get the same issue.

I recently received correspondence to say my router was no longer supported by yourselves, so can you please send me a replacement one which is.

Thanks very much

[nambuso-TT]

Please ensure nothing is connected, I need to run checks and I will advise when you can put everything back, please confirm once that is done.

[nambuso-TT]

Thanks, I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[ChristoffBas]

I have removed the faceplate and as soon as I do that, it loses connection with the router, as the orange light starts flashing.

I have now put it back in, in order to connect back to you here.

[nambuso-TT]

Please confirm once you have done with that:) Thanks

[nambuso-TT]

I'll now need you to remove the faceplate from your master socket.

Remove anything connected to the phone socket.

Remove the front cover by pressing the clips on the either side of the cover and gently pull the plate towards you.

With the front cover open, the Test socket can be seen at the "centre top" of the back plate.

[ChristoffBas]

No it doesn't have any screws on the front

[nambuso-TT]

Thanks for checking. 

Does the faceplate has screws on the front?

[ChristoffBas]

It is connected to the data port - there is already a hard wire which goes into the back of the socket, which runs into the room where the router is located. No microfilters are in use.

The wifi has been fine today as I have been connected to my computer (which I'm on now).

The issue is more noticeable when watching tv on demand, as connection is lost periodically when the orange light flashes on the router.

[nambuso-TT]

Alright, thank you so much for that. Ensure the TalkTalk router is securely connected to the data (computer) port of the master telephone socket, with no microfilters in use.

Ensure the TalkTalk router is securely connected to the data (computer) port of the master telephone socket, with no microfilters in use.

[ChristoffBas]

No it all looks fine. 

[nambuso-TT]

Perfect! Does any of the equipment appear to be damaged?

[ChristoffBas]

It's this one: NTE 5C MK 4

[nambuso-TT]

Thank you very much for confirming. 

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[ChristoffBas]

No, the router stays on all the time unless I have to reboot it, if the connection keeps dropping.

[nambuso-TT]

Noted! Do you regularly turn your broadband router off? For example, do you switch your router off at night?
 

[ChristoffBas]

We don't use our landline, only mobiles.

It is really only noticeable when we're watching TV as we can see the usual constant white status light on the router, start flashing to orange while it reboots/resets. It then obviously interrupts the TV on demand/catch-up service until the router resets.

[nambuso-TT]

Thank you so much for your patience:) Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[nambuso-TT]

Thank you very much for letting me know. A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[ChristoffBas]

Yes, when the router is re-setting, any device connected to it will be disconnected too.

Chris

[nambuso-TT]

Alright, just to confirm does the problem occur everywhere you try to use the wifi?