topic Re: Losing DNS Connection in Broadband

Losing DNS Connection

JJG_57 — Tue, 07 Feb 2023 16:26:20 GMT

I'm frequently losing connection to my DNS server. When this happens I can ping a known IP address e.g. 8.8.8.8 but if I ping something like bbc.co.uk it fails.

I can sometimes fix it by going to the router admin console and changing DNS providers, say from Talk Talk to Google and maybe back again. However sometimes I need to restart the router.

Sometimes it stays stable for several days, but other times it fails again within minutes. When it fails there are no error lights visible - the white light stays on as usual.

I have a Sagemcom router, firmware version SG4K10002829t

Any advice welcome.

Re: Losing DNS Connection

KeithFrench — Tue, 07 Feb 2023 21:57:14 GMT

That is an out-of-date firmware version, perhaps you will need V158, which is the current one. I have asked one of TalkTalk's support to pick your thread up and upgrade it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Losing DNS Connection

Debbie-TalkTalk — Wed, 08 Feb 2023 06:51:48 GMT

Hi JJG_57

Apologies for this.

Our Devices Team will be updating all routers with firmware version 2829 over the next couple of weeks.

Please can you leave the router powered on all the time. The firmware update is usually pushed out overnight.

Thanks

Re: Losing DNS Connection

JJG_57 — Tue, 28 Feb 2023 12:14:19 GMT

Is there any update on this please?

I'm still on version SG4K10002829t and still experiencing frequent loss of connectivity.

I will need to look at alternative ISPs if it isn't resolved soon.

Re: Losing DNS Connection

Debbie-TalkTalk — Tue, 28 Feb 2023 13:13:55 GMT

Hi JJG_57

I'm really sorry about this. I have passed this over to our Devices Team and I've asked them to push the 158 FW update to your router. I will post back to confirm once this has been completed.

Please can you keep your router powered up.

Thanks

Re: Losing DNS Connection

Debbie-TalkTalk — Thu, 02 Mar 2023 07:12:47 GMT

Hi JJG_57

I'm sorry for the delay. We are experiencing an issue updating the firmware at the moment.

I will post back to confirm once the firmware update has been completed.

Re: Losing DNS Connection

Debbie-TalkTalk — Fri, 03 Mar 2023 07:20:37 GMT

Hi JJG_57

I've been advised by our Devices Team that we are still experiencing an issue pushing the update out to routers and this should be resolved within the next week.

Will it be ok if I try this again next week?

Re: Losing DNS Connection

Debbie-TalkTalk — Wed, 08 Mar 2023 07:43:34 GMT

Hi JJG_57

I'm still chasing this with our Devices Team and I will post back as soon as I receive an update.

Thanks

Debbie

Re: Losing DNS Connection

Debbie-TalkTalk — Wed, 08 Mar 2023 11:33:12 GMT

Hi JJG_57

Our Devices Team have asked me to check if your router is switched on at the moment?

Re: Losing DNS Connection

JJG_57 — Wed, 08 Mar 2023 11:34:41 GMT

Yes it is.

Re: Losing DNS Connection

Debbie-TalkTalk — Thu, 09 Mar 2023 09:59:51 GMT

Hi JJG_57

Thanks for your reply.

We are still experiencing issues with the firmware updates. I will post back as soon as I have further information.

Re: Losing DNS Connection

Debbie-TalkTalk — Mon, 13 Mar 2023 06:35:13 GMT

Hi JJG_57

We are still experiencing issues with the firmware updates. I will post back as soon as I have further information.

Re: Losing DNS Connection

JJG_57 — Mon, 13 Mar 2023 07:27:18 GMT

I can't keep waiting for this. It's affecting our ability to work from home and my daughters' ability to revise for their exams.

If you can't upgrade my router remotely can you ship a replacement router with up to date firmware? Then we will at least see if that's the cause of the problem.

Re: Losing DNS Connection

Debbie-TalkTalk — Mon, 13 Mar 2023 07:29:14 GMT

Hi JJG_57

I'm really sorry about this. I can send a new router but it wont have the new firmware on it, this has to be updated once the router is connected.

Re: Losing DNS Connection

JJG_57 — Mon, 13 Mar 2023 07:38:25 GMT

I suppose it depends what the "issues" are that you are having. If it's possible that a different physical router will be able to be upgraded then it's probably worth a try. If the issue is that you can't get upgrades out generally then it probably won't help.

I have more urgent things to do right now but I will need to look at alternative ISPs if I don't see any progress in the coming few days.

Re: Losing DNS Connection

Debbie-TalkTalk — Mon, 13 Mar 2023 07:53:46 GMT

Hi JJG_57

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

Let us know once the new router is connected.

Thanks

Debbie

Re: Losing DNS Connection

JJG_57 — Thu, 16 Mar 2023 07:50:42 GMT

I've been away but the new router has arrived and I have now connected it.

Its admin page says it is at version SG4K100136

This has reintroduced a problem I had more than a year ago with connection to my work VPN - see your ref REP-10835132 / Incident: 220207-000529

I do have a workaround for this which I can use temporarily so I will leave the new router plugged in for a few days and see how it goes.

Re: Losing DNS Connection

JJG_57 — Thu, 16 Mar 2023 07:53:50 GMT

Just as an aside, I've just received an email saying "You've earned the Staying Active badge on TalkTalk Help & Support"

I don't want badges and I don't want to be active on a support forum - what I want is a reliable internet connection.

Re: Losing DNS Connection

Debbie-TalkTalk — Thu, 16 Mar 2023 08:17:26 GMT

Hi JJG_57

Apologies for this.

We are currently experiencing issues with firmware updates. This has been raised to our Devices Team and they are working to fix this.

Thanks

Debbie

Re: Losing DNS Connection

Debbie-TalkTalk — Fri, 17 Mar 2023 12:32:25 GMT

Hi JJG_57

Our Devices Team have advised that updates on the firmware should now be available within the next 2 weeks.

We are currently still experiencing issues updating the router firmware.

Thanks