topic Re: Router disconnects intermittently in Broadband

Router disconnects intermittently

Ship0262 — Tue, 03 Jan 2023 16:50:38 GMT

Hi,

I have a router, with model number DG8041W. Multiple times per day, the router drops the connection, a red light appears and after a minute or so it reconnects.

When checking the logs on the router, I see the following message immediately after it occurs:
1981-01-01 00:00:10 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: System reset due to kernel panic, Terminal:OTHER
2023-01-03 11:39:05 [Notice][Run-Log] SNTP has synchronized successfully, current time is [2023-01-03 11:39:05+00:00], uptime is [78s].

I've contacted TalkTalk support who have done the following:

- Line Test OK - Intermittent issue persists
- Plugged microfilter into test socket - Same Issue

I've been told an engineer would be required to determine if a new router is required but based on the diagnostics I've done so far, it feels like that would be a waste of time/money when the fault looks to be with the router.

Is there any way to get a new router without waiting on an engineer, given the circumstances?

Re: Router disconnects intermittently

Skynet_TX — Tue, 03 Jan 2023 19:50:27 GMT

Hi @Ship0262,

This is a known bug with firmware version 1.05t, the support team here will be able to upgrade your router firmware to version 1.06t, that will resolve the 'kernel panic' errors.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR add your account number to the ‘private notes’ section if you have Full Fibre with no landline
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: Router disconnects intermittently

Ship0262 — Tue, 03 Jan 2023 20:59:36 GMT

Thanks for the response @Skynet_TX that's great to know. I've followed the steps above. Fingers crossed someone gets in touch soon so I can resolve this.

Re: Router disconnects intermittently

Skynet_TX — Tue, 03 Jan 2023 21:14:59 GMT

Hopefully one of the support team here will respond tomorrow, but they will still be working through the backlog of posts from over the Christmas break, so it may take them a little longer to reply.

Re: Router disconnects intermittently

Karl-TalkTalk — Wed, 04 Jan 2023 08:09:58 GMT

Hi Ship0262

I've updated the router firmware to resolve the Kernal Panic issue, see if this helps.

Thanks

Karl.

Re: Router disconnects intermittently

Ship0262 — Wed, 04 Jan 2023 08:27:45 GMT

Awesome, thanks for that @Karl-TalkTalk. I'll monitor the connection for the next few days and report back.

Re: Router disconnects intermittently

Karl-TalkTalk — Wed, 04 Jan 2023 08:33:11 GMT

You're Welcome 🙂

Regards

Karl

Re: Router disconnects intermittently

Ship0262 — Thu, 05 Jan 2023 17:26:19 GMT

Thanks for your assistance @Skynet_TX / @Karl-TalkTalk

This has resolved my issue with dropping the connection. Thanks so much.

Bittersweet as it took one message on here to resolve vs hours on the phone with support but the main thing is that it's resolved, so thanks again!

Re: Router disconnects intermittently

Anonymous — Fri, 06 Jan 2023 06:48:00 GMT

Morning,

I'm glad to hear this and please let us know if you need any assistance 🙂

Thanks