topic Re: Needing to restart router/modem a few times a day for the last few weeks due to loss of internet in My Router

Needing to restart router/modem a few times a day for the last few weeks due to loss of internet

Threepwood — Thu, 17 Feb 2022 20:14:37 GMT

Hi, been having an issue for the last few weeks where I'll lose internet and will have to restart the router and openreach modem to get it back. Tried a factory reset on the router. If I leave them off for 5 minutes it'll normally be alright for a few days, then goes back to needing daily reboots. Any suggestions please?

Re: Needing to restart router/modem a few times a day for the last few weeks due to loss of internet

Strat — Thu, 17 Feb 2022 20:16:39 GMT

Moderators Note
This topic has been moved from Fibre Broadband to My Router.

Re: Needing to restart router/modem a few times a day for the last few weeks due to loss of internet

Gandalf — Fri, 18 Feb 2022 13:49:03 GMT

Hi there,

I'm sorry to see you're having connection issues.

Can you private message me your account username so I can take a look?

Re: Needing to restart router/modem a few times a day for the last few weeks due to loss of internet

Threepwood — Fri, 18 Feb 2022 18:54:50 GMT

Sent

Re: Needing to restart router/modem a few times a day for the last few weeks due to loss of internet

Gandalf — Sat, 19 Feb 2022 14:21:18 GMT

Thanks for getting back to me @Threepwood

I've tested your line today and the tests aren't showing the cause for the issues, but I can see you've had some drops.

I think the first step we should do is replace the (ancient) modem & router for a much newer and all-in-one model.

I'd recommend calling our Customer Options team on 0800 013 2632 to arrange as we may need to recontract you in order to send a new hub to you free of charge (bar P&P of £6.99). Those folk will be here until 7pm tonight, tomorrow 9am to 6pm, and during the week Monday to Friday, 8am to 8pm.

Let me know how it goes.