Talktalk Broadband keeps disconnecting.....

dantheman2010

TalkTalk_Company_Representative wrote: »

Hi,

With you saying wireless, I would "like the other members" advise to try a wired connection as the issue you have posted about could be as a result of the wireless.

Let us know it using a wired connection makes any difference, also if you email me your details i will check things from our side;

[EMAIL="ttmfcontactus@talktalkgroup.com"]ttmfcontactus@talktalkgroup.com[/EMAIL]

Regards
Stephen

Stephen, I am going to email you as well, but can you please check your systems and ensure a call will be received today. I was told on Tuesday I would have a call between 7 and 9pm last night, but no call. So I rang the tech dept again and they said it can take 48 hours (I wasnt told this on Tuesday) and that I will definately get a call today.

Thanks

TalkTalk

Hello,

I can appreciate your frustration however the other members are correct in saying that lots of things "out of your control" can and do affect the wireless signal on your router...

Without replicating the fault in a wired connection its going to be difficult to say 100% that it is or isn't a wireless issue however thus far I don't think there is any fault or issue with the broadband connection itself.

Its interesting that changing the channel has not mad any difference and so I would be interested to know if you have any other wireless devices to check or rule out that its not the wireless adapter in your laptop which is faulty. Please don't think that i am trying to point the finger anywhere but at us "TalkTalk" i am here to help however from the information and evidence thus far it is looking like it is a wireless issues which may be either the laptop or the router.

Now.... If you don't have any other wireless devices to test, your not going to be able to rule that one out so the next step would be testing a different router as suggested by the other members.

If you dont have access to a different router for testing let me know and i will send a different make/model router out to you for testing. If the new router resolves the issue you can keep it free of charge providing you send the other one back. If it makes no difference at all then you would need to return it.

Regards
Stephen

dantheman2010

TalkTalk_Company_Representative wrote: »

Hello,

I can appreciate your frustration however the other members are correct in saying that lots of things "out of your control" can and do affect the wireless signal on your router...

Without replicating the fault in a wired connection its going to be difficult to say 100% that it is or isn't a wireless issue however thus far I don't think there is any fault or issue with the broadband connection itself.

Its interesting that changing the channel has not mad any difference and so I would be interested to know if you have any other wireless devices to check or rule out that its not the wireless adapter in your laptop which is faulty. Please don't think that i am trying to point the finger anywhere but at us "TalkTalk" i am here to help however from the information and evidence thus far it is looking like it is a wireless issues which may be either the laptop or the router.

Now.... If you don't have any other wireless devices to test, your not going to be able to rule that one out so the next step would be testing a different router as suggested by the other members.

If you dont have access to a different router for testing let me know and i will send a different make/model router out to you for testing. If the new router resolves the issue you can keep it free of charge providing you send the other one back. If it makes no difference at all then you would need to return it.

Regards
Stephen

Thanks Stephen, I appreciate yours and the other users help.

I just find it very coincidental that I have never had the problems until the minute I used the new router.

So yes if you could send me a different make and model to try that would be great.

I would point out that I use my laptop at work too and the internet connection never drops out, so I am 100% sure it is not the wireless connection of the laptop.

Thank you.

TalkTalk

Hi,

OK thanks for that, so its looking like it may be the wireless on the router... I will get a replacement ordered now which will be with you within 7 days.

Unfortunately customer services and tech support use their own system for booking call backs which I don't use and so i am unable to confirm if/when a call with happen however if i am being honest they wont be able to do anything to help you, I am saying that based on what we have discussed here and the fact that when you last called I believe you was advised to "just monitor the lights on your modem".

I am more than happy to help in any way I can and able to do anything that CS, Tec Support can so we/you should be good

Thanks
Stephen

dantheman2010

Thanks Stephen,

This is a much better way of sorting it, I must say I really dont like the fact TalkTalk provide a UK-based sales team to get your business, but send you off to an Indian-based call centre for after care, so I am glad there is this service available through this website.

If you could please get the new one sent out and I will test that, like I said the Siemens Gigaset never had issues, and the BT one I use at work also has no problems.

Thanks

TalkTalk

Hi,

Just got your email but I have already answered the question here so if its ok, I wont bother responding?

The replacement is already ordered, I have requested a D-Link which should be with you within 7 days. To be honest our Sales, Customer Service & Tech Support are all based across the globe. We have locations in the UK who support all of these functions as well as in Indian and South Africa.

I know it may seem as though every time you call you get an "offshore" adviser this may be because the offshore support teams may be larger than the UK teams however no matter what department you call there is always the possibility that you will speak to a UK based agent.

When I first joined the company I worked as a 2ndline broadband support agent in Warrington and the department is still going

Regards
Stephen

dantheman2010

Thanks, I wonder how many of them in India are really called "David", "Dominic" and "Robert", these are the people i have spoken with so far.

TalkTalk

David is a common name

dantheman2010

Yes, I am sure it is in India.

I did have a further question, when I get the new router will it revert back to Channel 1 again? Would it therefore be worth setting to a different channel. I selected Channel 13 yesterday as no one else was using that.

Thanks

dantheman2010

debitcardmayhem wrote: »

Here is a graph of mine (sorry about the name but hey it does what it says on the tin)

I am on channel 13 (alone) 6+7 are crowded ish

Just a quick question, I changed my channel to 13, but it said I was on Channel 13 + 9, what is the +9 about?

I was on Channel 1 which said Channel 1 + 5, then I chose 11 which said Channel 11 + 6.

Whats the + number mean?

I found that 13 was also the only one not being used by anyone else.

Thanks