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Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013
Accepted Solution

Router drops connection Huawai HG523a

[ Edited ]

Since 6pm 24th August 2013, my router a huawai HG523a keeps kicking me from the internet, I am on for approximately 4-7 hours at a time before I get the limited symbol on my laptop, I have to end up resetting the router, but this is annoying having to keep on doing this, when I spoke to customer care they said the problem was either my phone or an internal problem but failed to inform me that my router may have gone faulty. Can I please get some advise as when I phone up the person I speak to is very hard to understand and from the recent call I made it seemed they did not understand what my problem is and kept on saying that my internet connection is fine. If I keep having problems I may end up going over to either Virgin media or Sky.

Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013

Re: Broadband drops connection

This problem is still going on 6 times today Monday 26th August, the router has booted me from the Internet, if this continues I will throw the router in the bin and go with another provider as the router is faulty and customer services are useless. SORT IT OUT NOW and I aint paying my next bill until you sort this out

Valued Contributor
Crusher2011
Posts: 695
Registered: ‎19-07-2011
Founder

Re: Broadband drops connection

[ Edited ]

Fuzzywuz786, Access the UI, select Advanced, agree ok, set router to "Always on". If you need more info post back. I have addressed this point several times on this forum. http://www.talktalkmembers.com/t5/Unlimited-Broadband/hg523a-wireless-issue/m-p/935328#U935328 Thanks to Bestmanx3.

Edit from 27/08/13. At the time of writing this issue is less than three days old it does take time to identify the cause. The advice offered related to the regular dropping of the signal. In your response of 26/08/13 you did not indicate whether or not your router was already set to "Always on". I am going to suggest that you use a pin or paper clip to poke into the reset hole. Hold in place for ten seconds with the router powered up. Remove the pin and leave router powered up for a further 30 seconds and then power off for a least 30 seconds. Restart the router and report back on the outcome. Thanks.

Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013

Re: Broadband drops connection

[ Edited ]

I have done that and the problem is still going on, unless talk talk sort this problem out with their broadband they'll be losing a customer. I would more than say either a qualified engineer is called out and looks at the rooter by taking it apart bit by bit and checking all cables to nearest junction box or talk talk refund me a months bill and send a free router out or as my previous post has stated I will go to Virgin Media or Sky for my Broadband and telephone

Valued Contributor
Crusher2011
Posts: 695
Registered: ‎19-07-2011
Founder

Re: Broadband drops connection

See the edit in post 3.

Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013

Re: Broadband drops connection

I have done that since and the problem is re-occuring, I have also contacted talktalk via email about the problem so it seems it's a faulty router. last disconnection was roughly an hour ago which now makes it 18 times disconnected since saturday

Valued Contributor
Crusher2011
Posts: 695
Registered: ‎19-07-2011
Founder

Re: Broadband drops connection

Will leave it with you to explore further with an OCE.

Occasional Contributor
gkenny24
Posts: 6
Registered: ‎27-08-2013

Re: Broadband drops connection

I have exactly same issues signal keeps dropping called Talktalk numerous times but still not working properly paying for superfast broadband waste of money if signal keeps dropping,  Only have to wait till November when I will be changing ISP.

OCE_Debbie
Posts: 33,199
Topics: 0
Kudos: 461
Solutions: 298
Registered: ‎03-11-2008
Founder

Re: Router drops connection Huawai HG523a

Hi fuzzywuz786

 

I'm sorry to hear this.

 

Do you have an alternative router that you can test with? If you don't then please let us know and we can arrange to send a router and returns bag for testing purposes.

 

Are you experiencing any noise on the line when making and receiving calls?

 

Thanks



Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013

Re: Router drops connection Huawai HG523a

[ Edited ]

Ty Debbie

 

Unfortunately I do not have another router that I can test. I can also confirm the router now only drops connection during the day between 7am and 10pm.

 

Between 10pm - 7am there is no drop in internet connection

 

EDIT*

 

No noise on line so calls are fine incoming and outgoing

I am using Windows 8 (Laptop only)

Operating System is Google Chrome

When connected I can use all web pages

How often do I need to reboot? every 5mins - 6 hours between hours of 7am - 10pm

Router type is Huawai HG523a

Total number of downtimes: 25 and counting

 

Are you happy with customer services when phoning? NO, they seem oblivious to acknowledge there is a fault

What would you like talktalk to do? Compensate for this months bill by creditting the account

 

EDIT*

Disconnections on 30/8/2013

 

09:46

09:56

 

 

Manufacturer:Huawei Technologies Co., Ltd.
Product Style:HG523a
SN:21530316207S25023202
Hardware Version:E.1.02
Software Version:v1.12t

2000-1-1 0:41:9 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:40:55 Daemon Notice cms 104505 PPP dial-up failed.
2000-1-1 0:39:56 User Notice web 1 User admin login from 192.168.1.3 successfully.
2000-1-1 0:0:39 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:37 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:1:32 User Notice web 1 User admin login from 192.168.1.3 successfully.
2000-1-1 0:0:40 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:37 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:9:2 User Notice web 1 User admin login from 192.168.1.3 successfully.
2000-1-1 0:0:39 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:37 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:6:41 User Notice web 1 User admin login from 192.168.1.2 successfully.
2000-1-1 0:0:42 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:38 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:1:46 User Notice web 1 User admin login from 192.168.1.3 successfully.
2000-1-1 0:0:27 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:22 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:20 Security Notice cms 1 System up
2000-1-1 0:0:51 Daemon Warning cms 1 Factory reset.
2000-1-1 0:0:44 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:40 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:1:43 User Notice web 1 User admin login from 192.168.1.3 successfully.
2000-1-1 0:0:56 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:52 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:1:26 User Notice web 1 User admin login from 192.168.1.2 successfully.
2000-1-1 0:0:36 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:22 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:20 Security Notice cms 1 System up
2000-1-1 0:4:7 Daemon Warning web 1 Factory reset.
2000-1-1 0:1:19 User Notice web 1 User admin login from 192.168.1.2 successfully.
2000-1-1 0:0:42 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:38 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:33:33 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:33:30 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:32:58 Daemon Notice cms 104505 PPP dial-up failed.
2000-1-1 0:32:57 Daemon Notice cms 104500 DSL deactivate
2000-1-1 0:29:40 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:29:37 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:27:55 Daemon Notice cms 104505 PPP dial-up failed.
2000-1-1 0:27:53 Daemon Notice cms 104500 DSL deactivate
2000-1-1 0:23:46 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:23:43 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:23:17 Daemon Notice cms 104505 PPP dial-up failed.
2000-1-1 0:23:15 Daemon Notice cms 104500 DSL deactivate
2000-1-1 0:19:29 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:19:26 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:17:38 Daemon Notice cms 104500 DSL deactivate
2000-1-1 0:17:22 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:13:51 Daemon Notice cms 104505 PPP dial-up failed.
2000-1-1 0:13:49 Daemon Notice cms 104500 DSL deactivate
2000-1-1 0:0:36 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:22 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:20 Security Notice cms 1 System up
2000-1-1 0:2:16 Daemon Warning web 1 Reboot from the LAN side.
2000-1-1 0:2:5 User Notice web 1 User admin login from 192.168.1.3 successfully.
2000-1-1 0:1:8 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:1:5 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-4 19:52:12 Daemon Warning web 1 Reboot from the LAN side.
2000-1-4 19:52:1 User Notice web 1 User admin login from 192.168.1.3 successfully.
2000-1-1 0:0:41 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:37 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 9:20:50 Daemon Warning web 1 Reboot from the LAN side.
2000-1-1 9:20:37 User Notice web 1 User admin login from 192.168.1.4 successfully.
2000-1-1 0:30:48 User Notice web 1 User admin login from 192.168.1.2 successfully.
2000-1-1 0:0:41 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:38 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:5:12 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:4:57 Daemon Notice cms 104505 PPP dial-up failed.
2000-1-1 0:1:12 User Notice web 1 User admin login from 192.168.1.3 successfully.
2000-1-1 0:0:27 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:22 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:20 Security Notice cms 1 System up
2000-1-1 0:7:39 Daemon Warning web 1 Reboot from the LAN side.
2000-1-1 0:5:20 User Notice web 1 User admin login from 192.168.1.2 successfully.
2000-1-1 0:0:41 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:0:37 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:1:9 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:1:4 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-19 10:37:4 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-19 10:36:19 Daemon Notice cms 104505 PPP dial-up failed.
2000-1-1 0:1:9 Daemon Notice cms 104505 PPP dial-up succeed.
2000-1-1 0:1:4 Daemon Notice cms 104500 DSL activate succeed
2000-1-1 0:0:19 Security Notice cms 1 System up
2000-1-1 0:2:11 User Notice web 1 User admin login from 192.168.1.2 successfully.
2000-1-1 0:0:19 Security Notice cms 1 System up

Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013

Re: Router drops connection Huawai HG523a

Debbie

 

Just to confirm this is now Day 7 and I've had to reset router so many times it is unbelievable, I really do hope that a new router and a full credit is coming my way as I am not receiving the service I expect from talktalk, just now I have had to reset the router as the connection dropped once again. I am seriously thinking about switching from talktalk to another provider, please confirm that a new router is being sent out as well as a full months credit on my bill as compensation for such a poor service, Since writing this message the router has now dropped 6 times within 6 minutes

Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013

Re: Router drops connection Huawai HG523a

This is just typical of talktalk, they are failing to provide a service yet threaten to restrict services if they do not recieve payment, Sorry talktalk, but until you can provide me with a service I will withhold payment and you will NOT restrict my services

OCE_Debbie
Posts: 33,199
Topics: 0
Kudos: 461
Solutions: 298
Registered: ‎03-11-2008
Founder

Re: Router drops connection Huawai HG523a

Hi fuzzywuz786

 

Apologies for the delay.

 

I've ordered a replacement router and returns bag for testing purposes, please allow 3-5 working days for this to arrive.

 

Please let us know how the connection compares.

 

Thanks



Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013

Re: Router drops connection Huawai HG523a

Thank you Debbie, unfortunately my services have been restricted now, which means I am unable to make a payment as requested by customer services

OCE_Debbie
Posts: 33,199
Topics: 0
Kudos: 461
Solutions: 298
Registered: ‎03-11-2008
Founder

Re: Router drops connection Huawai HG523a

Hi fuzzywuz786

 

Just to confirm, have you now received this router?

 

In regards to the payment, what happens when you try to make a payment?

 

Thanks



Contributor
fuzzywuz786
Posts: 22
Registered: ‎26-08-2013

Re: Router drops connection Huawai HG523a

New router works perfectly - old router being sent back.

OCE_Chris
Posts: 28,118
Topics: 1
Kudos: 401
Solutions: 244
Registered: ‎01-09-2009
Founder

Re: Router drops connection Huawai HG523a

Great News - thanks for the update :smileyhappy: