TalkTalk 65 Fibre - keep losing connection

invuk

Hello,

 As this title says I keep losing my internet connection. I  have to unplug the router and put it back in again to get it working.

 I have reported this and so far TalkTalk have sent me a new router (didn't work).

 They have sent an engineer out and with no prior warning about any cost to me and are now charging me £40 for the privilege!

 Still no improvement, now £40 out of pocket and lost several hours speaking to online chat who are unable to resolve this.

 Needless to say I'm not impressed!

 

Neil_Jones

Have you changed your internet filters?

invuk

No filters are used. The setup is exactly the same as before the engineer changed the socket. Internet cable from wall to router and power lead from router to wall. No other cables/filters or attachments are in use.

Neil_Jones

So you have a pre-filtered socket.  That's fine.  Just checking.

milgo

When you lose your connection are you connected to the router via wifi or ethernet cable?
When you lose your connection are you able to log onto the router and check the logs on the router?
Is there any pattern to when you loose your connection? Certain time of the day or certain day of the week?

invuk

When I lose connection I'm connected via wifi - I don't used a wired connection. I didn't know you could check the logs on the router. I seem to lose connection nearly every day except of course when I'm hardly using it. It can happen any time of day. 

milgo

OK, so when connected on wifi and you lose the connection it is possible that it is just the wifi connection that you have lost and not the routers connection to the Internet. The way to prove this is to be connected to the router also via ethernet on another device. When the wifi connected device loses connection, check the ethernet connected device to see if you still have a connection to the Internet. If you have no Internet connection on the ethernet device also then this is definitely a condition that the technical team should be able to see from their end. If you have a connection to the internet on the ethernet connected device then the problem is with your wifi only. Unfortunately most providers cannot guarantee this type of connection as there are so many variables that can effect the connection. 

Your router will have a log that you can access and this will log any disconnections that the router sees.

Your ISP support team should be able to help you with these tests if needed. 

invuk

Thanks for all the help. I managed to join the community forum with TalkTalk and someone said the router provided has a known issue with losing connection. A fix is being worked on and in the meantime I was told to change the DNS address to TalkTalk and not to the router (I think this is what I was told)? I will see how I go on over the next few days but using an ethernet cable if I lose connection is a good idea which I never thought off. Never had this trouble before and it's been really annoying me!

My ISP has done several test on the line and it always comes back good. Also as previously mentioned I am now on my second router so don't know what else they can do! 

JJ_Egan

You can always buy a top notch router and use that as ISP do not supply wifi .