topic Re: Router issues in Broadband

Router issues

Deanoholden — Fri, 14 Apr 2023 13:43:15 GMT

Hey there,

For the last couple of days my router (Sagemcom-FAST5364) has been randomly restarting on it's own. Up until now that hasn't caused any issues but so far today it has restarted 5 times, and each time the "current speed" on the device admin pages, and on the connection speed test on the TalkTalk website has dropped.

A few days ago I was getting well over my guaranteed speed of 46Mbps at around 59Mbps which it has been at pretty consistently for over 12 months. Today, with each restart the speed has dropped so that I'm now currently getting around 22Mbps.

There are no issues reported in my area, my connection is testing as OK on the TT website. Do I need to request a replacement router as it seems to be the restarts causing the speed drop?

Re: Router issues

Deanoholden — Fri, 14 Apr 2023 13:47:32 GMT

...and it has just restarted again, remaining at 22.5 Mbps. But this is painful as every restart is disconnecting me from work calls.

Re: Router issues

Karl-TalkTalk — Fri, 14 Apr 2023 13:53:42 GMT

Tests are clear, so no visible issues stand out. I'll get a replacement router out to you and see if that is the issue.

Thanks

Karl.

Re: Router issues

Deanoholden — Fri, 14 Apr 2023 13:55:52 GMT

Thanks @Karl-TalkTalk, much appreciated. Fingers crossed it resolves it.

Re: Router issues

Karl-TalkTalk — Fri, 14 Apr 2023 13:56:29 GMT

You're Welcome 🙂

Regards

Karl

Re: Router issues

Deanoholden — Fri, 14 Apr 2023 14:13:16 GMT

@Karl-TalkTalk Interestingly, while the main page on the router keeps resetting the counter for how long it has been connected, the 'system up time' looks like it's at 17 days which implies it isn't restarting the box, just restarting the connection so I may have misunderstood.

The only other clue I have is in the logs which seems to say the following at each point when the connection resets, although my devices are disconnected at lot longer than these timestamps indicate.

14.04.2023 14:31:35	Info	DHCPC	WAN DHCP client (1) started
14.04.2023 14:31:32	Info	XDSL	VDSL connectivity is up port 1
14.04.2023 14:31:08	Warning	DHCPC	WAN DHCP client (1) stopped

Re: Router issues

Anonymous — Mon, 17 Apr 2023 05:41:39 GMT

Morning,

Can I just confirm, have you received the replacement router?

Thanks

Re: Router issues

Deanoholden — Mon, 17 Apr 2023 05:47:41 GMT

Not yet.

Yodel tracking says it should be delivered sometime today.

Re: Router issues

Anonymous — Mon, 17 Apr 2023 05:51:35 GMT

Morning,

Ok, no problem. We'll check back in with you tomorrow to see how you're getting on.

Thanks

Re: Router issues

Deanoholden — Tue, 18 Apr 2023 09:37:31 GMT

@Anonymous I've got it set up. Things seem fine so far. What should I do with the old one?

Re: Router issues

Debbie-TalkTalk — Tue, 18 Apr 2023 09:39:17 GMT

Hi Deanoholden

That's great 🙂

Did you receive a returns bag with the new router?

Re: Router issues

Deanoholden — Tue, 18 Apr 2023 09:47:20 GMT

No, there was no returns bag. It just came with instructions for a new customer.

Re: Router issues

Debbie-TalkTalk — Tue, 18 Apr 2023 09:52:19 GMT

Hi Deanoholden

No problem, I've ordered one for you now.

Please allow 48hrs for this to arrive.

Thanks

Debbie