topic Re: Broadband unstable DG8041 frequent errors and reboots in Broadband

Broadband unstable DG8041 frequent errors and reboots

markgw — Mon, 19 Feb 2024 21:08:06 GMT

Hi,

Over the last few days, my Router has been frequently rebooting and all I can find in the logs is the message:
[Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER

This is now happening several times an hour and makes the service completely unusable.

I tried the chatbot tests and resets yesterday - but no difference.

Can someone help get this fixed please?

Re: Broadband unstable DG8041 frequent errors and reboots

Gliwmaeden2 — Mon, 19 Feb 2024 21:12:58 GMT

There's been an update to the software for that router which may be causing problems, @markgw.

Leave it on just now for staff to pick up your thread in the morning.

Re: Broadband unstable DG8041 frequent errors and reboots

Debbie-TalkTalk — Tue, 20 Feb 2024 06:44:58 GMT

Hi markgw

I'm really sorry about this.

Our Devices Team are working to fix this as soon as possible.

I will post back here as soon as I have further information.

Thanks

Debbie

Re: Broadband unstable DG8041 frequent errors and reboots

markgw — Tue, 20 Feb 2024 21:11:41 GMT

Thanks Debbie,
Any news? Its now resetting every few minutes and since last week broadband has been effectively unusable.
I need an idea of the resolution time asap please.

Re: Broadband unstable DG8041 frequent errors and reboots

Debbie-TalkTalk — Wed, 21 Feb 2024 06:50:01 GMT

Hi markgw

Apologies for the delays. I'm speaking to the team now and I will post back this morning with further information.

Thanks

Debbie

Re: Broadband unstable DG8041 frequent errors and reboots

Debbie-TalkTalk — Wed, 21 Feb 2024 09:29:50 GMT

Hi markgw

I will need to swap the router to a Sagemcon WIFI hub to resolve this issue. Are you happy for me to arrange this?

Re: Broadband unstable DG8041 frequent errors and reboots

markgw — Wed, 21 Feb 2024 09:43:54 GMT

Hi Debbie

Yes please.

Thanks

Re: Broadband unstable DG8041 frequent errors and reboots

Debbie-TalkTalk — Wed, 21 Feb 2024 09:49:01 GMT

Hi Mark

Thanks for your reply.

The router is on its way and a returns bag for your current one.

Please allow 24-48hrs for this to arrive. Let us know how you get on.

Debbie

Re: Broadband unstable DG8041 frequent errors and reboots

Anonymous — Fri, 23 Feb 2024 08:34:00 GMT

Hi mark,

Just checking back in to see if the router has arrived?

Thanks

Michelle

Re: Broadband unstable DG8041 frequent errors and reboots

markgw — Fri, 23 Feb 2024 10:24:00 GMT

Hi Michelle

No. Nothing yet, so situation is still the same.

Mark

Re: Broadband unstable DG8041 frequent errors and reboots

Anonymous — Fri, 23 Feb 2024 10:28:12 GMT

Hi Mark,

Ok thanks for confirming. Hopefully it will arrive today so we'll check back in with you first thing on Monday morning.

Thanks

Michelle

Re: Broadband unstable DG8041 frequent errors and reboots

Debbie-TalkTalk — Mon, 26 Feb 2024 06:33:40 GMT

Hi markgw

Did the router arrive over the weekend?

Re: Broadband unstable DG8041 frequent errors and reboots

markgw — Mon, 26 Feb 2024 18:30:34 GMT

Hi nothing yet. Might have arrived today I can check when I get home later.

Re: Broadband unstable DG8041 frequent errors and reboots

Anonymous — Tue, 27 Feb 2024 06:20:48 GMT

Hi mark,

Ok no problem and please let us know how you get on.

Thanks

Michelle

Re: Broadband unstable DG8041 frequent errors and reboots

markgw — Tue, 27 Feb 2024 20:08:34 GMT

Still no sign of the router

Nearly 2 weeks of unreliable connection. Is there tracking on the package?

Thanks

Re: Broadband unstable DG8041 frequent errors and reboots

Debbie-TalkTalk — Wed, 28 Feb 2024 07:04:21 GMT

Hi Mark

I'm really sorry about this.

I have escalated this to our Warehouse Team and I will post back here as soon as I have further information.

Thanks

Re: Broadband unstable DG8041 frequent errors and reboots

Debbie-TalkTalk — Thu, 29 Feb 2024 07:27:24 GMT

Hi Mark

I can see that our Warehouse Team have manually re ordered another router and you should receive this tomorrow.

Thanks

Debbie

Re: Broadband unstable DG8041 frequent errors and reboots

markgw — Sun, 03 Mar 2024 10:31:12 GMT

Router arrived Friday. However, it just flashes orange and refuses to connect to the Internet.

All the wires are correct.

Re: Broadband unstable DG8041 frequent errors and reboots

markgw — Sun, 03 Mar 2024 10:36:59 GMT

I've achieved a connection. Finally, after removing the new cables provided with the new router and switching back to the old cables.
The cables supplied are faulty - not good.

Time will tell I guess if the router solves the random drop outs.

What happens about the 2 weeks where I had unusable internet?

Thanks

Re: Broadband unstable DG8041 frequent errors and reboots

Debbie-TalkTalk — Mon, 04 Mar 2024 07:40:02 GMT

Hi Mark

I'm really sorry that the cables were faulty. Would you like me to send another router? (with new cables in)

Have you experienced any drops in connection since the new router has been connected?