Good morning.
I have made this post previously, but will make another to re-highlight the issue.
In short, my WiFi cuts out at around the same time every night, or early morning I should say. Between roughly 12:00am - 12:45am is the usual time, however it can range from then, to up to 4am. This happens almost every night or at least a few nights every week, and has done for the entirety of the time I've been with Talktalk (3 years or so).
The occurrence:
Using the Internet at 12:30am, whether it be via a games console, smart TV, laptop, or phone, the WiFi will temporarily disconnect, booting all devices off the Internet. All devices tend to remain connected to the router when this happens, however they remain "connected but no internet" until it rectifies itself.
What I've tried:
- Changing master sockets previously
- Using ADSL cable without microfilter
- Moving router
- This is also a different router to the first one I had the issue on
- Using a different ADSL cable
- Turning off all "Kid Safe" and "Home Safe" security settings
- Had an engineer out last week
- Engineer found no faults but replaced external cables and checked exchange anyway; no faults
- Reset the router, turned it off and on etc
- Factory reset router
Sometimes when it cuts me off the Internet, the whole router is kicked off as well. If you check the logs for this morning (12/10/20) you'll see two or more disconnections in the early hours, between midnight and 2:00am. I know because a large download was interrupted and subsequently restarted as a result, the show I was streaming stopped about five times and took two hours to watch a one-hour show, and an email wouldn't send from my phone for a short while.
These seem like minor inconveniences, but when these are the only hours you tend to do these things, it becomes a monumental hindrance. I appreciate that most people live and work to the "normal" time frames of a given day, but I do not. My downtime and my work time are often nocturnal in nature, so I need the Internet late at night as much as the usual person might need it in the day. I pay the same as everyone else for the same continuous service, only for three years I haven't received it, and I'm unfortunately running thin with patience and ideas.
My main issue is that no one ever seems to acknowledge that this is really a thing. There are THOUSANDS of posts online, many in this forum, claiming the exact same issue, and yet it is always met with the same sort of standardised response as though it's a normal disconnection issue, caused by a normal typical factor. It is not, because it is TOO VERY specific. It is being caused by something at almost bang on the same hour nightly, and as an ISP you really need to be figuring out what it is and getting to the root of the problem, rather than constantly trying to mitigate it with swapping routers and cables.
I need to know what exactly causes someone's Internet to cut off at the exact same time every night, and how it can be fixed please.
This is in addition to the fact that I've been lied to by so many members of staff already up to this point, whilst trying to sign me up to contracts for one amount, but then charging me another, and then telling me the Amazon Prime deal was available to me and that I had to add it myself, when there was no option to do this etc. Somebody please do the company a favour and show me why on earth I'm staying here.
Thanks.