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Internet connection continually dropping

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10 REPLIES 10
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Quixoticish
Team Player

On my phone, on my PC, on my laptop, on the Google Home speakers, everything just keeps losing the internet connection. The wi-fi network continues to show as available, however the internet connection just keeps dropping and I usually have to reboot the router or disconnect/reconnect to get everything to work properly.

Does anyone have any ideas?

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joeyboswell
UFO Customer

 

What activity is showing on the lights on the big wall box?

 

Any issues with the phone?

 

JB

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Quixoticish
Team Player

No issues with phone, no error lights showing on the router or fibre box that I can see. 

When the internet disconnects even though it says it's connected to the network it takes a HUGE amount of time to load 192.168.1.1 or any local connections and it's sometimes (on phones and PC) saying that the network details have changed and it needs a new password. Goes away after a reset.

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joeyboswell
UFO Customer

Can you confirm that you are a UFO customer and you live in York?

 

JB

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Quixoticish
Team Player

I am a UFO customer and I live in York.

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joeyboswell
UFO Customer

OK

 

On the wall box are a row of 5 green LED's at the top of the box, as below.

 

TEL: This should be steady green (or flashing green when the phone is in use)

LAN: This should be flickering green when there is internet activity

LOS: This should NOT be lit

PON: This should be steady green

POWER: This should be steady green

 

At the bottom of the box should be 3 LED's

 

STATUS: This should be steady green

FAULT: This should not be lit

CHG/DISCHC: This should not be lit

 

Check these lights when the issue happens, especially the PON light.

 

JB

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joeyboswell
UFO Customer

Sorry, I missed your post about 192.168.1.1

 

Still check the wall box lights as above, but if you have problems getting onto the web interface of the router, sounds like a problem with the router.

 

Don't think I can help with that as I don't use the Talktalk supplied router here.

 

JB

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Community Team

Hi Quixoticish,

 

I'm sorry to hear this. Have you contacted our UFO Team in regards to this?

 

  UFO Support Team 

 

Thanks

 

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Quixoticish
Team Player

Hi all. I used some compressed air to blow the dust out of and around the router and the fibre box and it hasn't happened since. There wasn't a huge amount and this may be entirely unrelated but I thought I'd explore other avenues before escalating it to customer support if the router is indeed on the way out. No more problems so far but I'll monitor today and update here if it happens again.

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Quixoticish
Team Player

Happening a lot this weekend. Lights on both the fibre box and router appear fine so I assume the router itself is to blame.

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Community Team

Hi Quixoticish,

 

I'm sorry to hear this. I would suggest contacting our UFO Team in regards to this.

 

Thanks

 

Debbie