topic Re: Router Wifi Issue in Broadband

Router Wifi Issue

randomuser5673 — Mon, 07 Nov 2022 14:06:27 GMT

Hi,

My router's wifi keeps losing internet access for all my devices but they can remain connected to the wifi. Devices connected via LAN work fine. The router still has a white light on the front. If I reset the router the wifi works for a bit but then the issue happens again.
Please help me!!!!

Jack

Re: Router Wifi Issue

Debbie-TalkTalk — Mon, 07 Nov 2022 14:09:50 GMT

Hi randomuser5673

I'm sorry to hear this.

Did you factory reset the router using the pin hole reset for ten seconds?

Re: Router Wifi Issue

randomuser5673 — Mon, 07 Nov 2022 14:16:05 GMT

Hi Debbie,

Yes I did, the issue went away for a while (2hrs) and now its back 😞

Re: Router Wifi Issue

Debbie-TalkTalk — Mon, 07 Nov 2022 14:17:25 GMT

Thanks for confirming this.

I'm unable to connect to your router. Would you like me to send a replacement router for testing so we can rule this out?

Debbie

Re: Router Wifi Issue

randomuser5673 — Mon, 07 Nov 2022 14:18:26 GMT

Yes please that would be great 🙂

Re: Router Wifi Issue

Debbie-TalkTalk — Mon, 07 Nov 2022 14:27:15 GMT

No problem 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks again.

Debbie

Re: Router Wifi Issue

randomuser5673 — Mon, 07 Nov 2022 14:33:04 GMT

Hi Debbie,

Thank you for your help with this. I will be in touch after i have set it up.

Re: Router Wifi Issue

Debbie-TalkTalk — Mon, 07 Nov 2022 14:38:00 GMT

Great, thank you 🙂

Debbie

Re: Router Wifi Issue

randomuser5673 — Wed, 09 Nov 2022 21:03:01 GMT

Hi Debbie,

The new router has arrived and I can now connect to the internet again, but unfortunately it I cannot use my work's PPTP VPN. It says that "A connection to the remote computer could not be established, so the port for this connection was closed". I had the same error message with the previous router 6 months ago after a firmware update. The router was then rolled back to a better version and the issue was resolved.

Please can you advise if you can do the same/fix it another way?

thanks !

Re: Router Wifi Issue

Debbie-TalkTalk — Thu, 10 Nov 2022 06:34:43 GMT

Apologies, I've made a change to the router firmware. Please can you retest?

Thanks

Re: Router Wifi Issue

randomuser5673 — Thu, 10 Nov 2022 09:17:41 GMT

Thanks Debbie, the firmware fixed the vpn issue for couple of hours. However now the original issue of the Wi-Fi not having internet access has occurred. I have not yet done a reset on the router.

Re: Router Wifi Issue

Debbie-TalkTalk — Thu, 10 Nov 2022 09:22:20 GMT

Do you have any wired connections experiencing issues or only wireless?

Re: Router Wifi Issue

randomuser5673 — Thu, 10 Nov 2022 09:31:11 GMT

I have not yet done that, should I? There is not internet access on the wifi or by ethernet cable on any device.

Re: Router Wifi Issue

Debbie-TalkTalk — Thu, 10 Nov 2022 09:44:17 GMT

Ok, please can you factory reset the router?

Re: Router Wifi Issue

randomuser5673 — Thu, 10 Nov 2022 09:57:37 GMT

Hi,

I have reset the router and I can connect to the internet again. Do you know what the issue is with this? Can you view any error logs on the router?

Factory resetting every occurrence of this can't be a long-term solution?

Thanks Jack

Re: Router Wifi Issue

Debbie-TalkTalk — Thu, 10 Nov 2022 10:01:50 GMT

Hi Jack

Is this the exact same issue as with the previous router?

Re: Router Wifi Issue

randomuser5673 — Thu, 10 Nov 2022 10:02:22 GMT

yes it is

Re: Router Wifi Issue

Debbie-TalkTalk — Thu, 10 Nov 2022 10:08:50 GMT

Hi Jack

I've completed a line test which hasn't detected any faults.

Is the router connected at the test socket?

When you connected the replacement router did you use the new cables and filter?

Re: Router Wifi Issue

randomuser5673 — Thu, 10 Nov 2022 10:49:25 GMT

The router is directly connected to the main broadband socket the filter cannot be fitted.
The new router did not come with any new cables.

The no internet wifi has happened again now.
Please can you retest the router before I reset it?

Re: Router Wifi Issue

Karl-TalkTalk — Thu, 10 Nov 2022 11:24:04 GMT

Can you give the router a reboot so I can see if I can connect to it.

Karl.