topic Re: Router constantly disconnecting in Broadband

Router constantly disconnecting

AndrewNichols — Sun, 13 Oct 2024 12:28:39 GMT

Hi, I believe I’ve got an issue with my router - DG8041W-2.T5

The router loses connection, flashes white/orange for a minute, then reconnects.

This happens multiple times per day, and has got more frequent over the last few weeks.

I’ve already tried a factory reset, no change. Have run line tests etc with no issue. The router always reconnects successfully.

I suspect the router is faulty. Is it possible to get a replacement sent out?

Thanks,

Andrew

Re: Router constantly disconnecting

KeithFrench — Sun, 13 Oct 2024 13:45:40 GMT

This is due to a bug in firmware V1.05. This router is now discontinued & I have asked one of TalkTalk's support to pick your thread up and replace 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.

Re: Router constantly disconnecting

AndrewNichols — Sun, 13 Oct 2024 14:24:53 GMT

Thanks for your help Keith, glad to have my suspicions on the router being faulty confirmed.

Re: Router constantly disconnecting

Debbie-TalkTalk — Mon, 14 Oct 2024 06:38:30 GMT

Hi @AndrewNichols

Apologies for this.

I've ordered the replacement router for you, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Router constantly disconnecting

AndrewNichols — Mon, 14 Oct 2024 06:55:37 GMT

Thank you

Re: Router constantly disconnecting

Debbie-TalkTalk — Mon, 14 Oct 2024 07:40:23 GMT

Hi @AndrewNichols

No problem 🙂

Debbie

Re: Router constantly disconnecting

Debbie-TalkTalk — Fri, 18 Oct 2024 06:34:11 GMT

Hi @AndrewNichols

Have you received the replacement router?

Re: Router constantly disconnecting

AndrewNichols — Fri, 18 Oct 2024 09:48:25 GMT

Hi,

Yes I’ve received it, will be setting it up today. Thanks again for your help

Re: Router constantly disconnecting

Debbie-TalkTalk — Fri, 18 Oct 2024 09:50:07 GMT

Hi @AndrewNichols

That's great 🙂

I will check in again with you on Monday.

Re: Router constantly disconnecting

Debbie-TalkTalk — Mon, 21 Oct 2024 09:51:55 GMT

Morning @AndrewNichols

How are you getting on?

Re: Router constantly disconnecting

AndrewNichols — Mon, 21 Oct 2024 12:39:03 GMT

Hi Debbie.

It seems better, my ring alarm system reported the network went down twice on Saturday night/Sunday morning early hours. Could this have just been router updates? I remember being told this may happen at times when I first joined TalkTalk.

Re: Router constantly disconnecting

Debbie-TalkTalk — Mon, 21 Oct 2024 12:41:30 GMT

Hi @AndrewNichols

The router can update to the latest firmware version just after it's been connected.

Please can you continue to monitor the connection for the rest of the week and I will check in again with you on Friday?

Re: Router constantly disconnecting

AndrewNichols — Mon, 21 Oct 2024 13:26:59 GMT

Yes, no problem.

Re: Router constantly disconnecting

Debbie-TalkTalk — Mon, 21 Oct 2024 13:28:31 GMT

Hi @AndrewNichols

Thank you 🙂

If you experience any further issues before Friday then please let me know here.

Debbie

Re: Router constantly disconnecting

Debbie-TalkTalk — Fri, 25 Oct 2024 05:56:05 GMT

Hi @AndrewNichols

How's the connection been since your last post?

Re: Router constantly disconnecting

AndrewNichols — Fri, 25 Oct 2024 07:56:04 GMT

Good morning, no further issues to report.

Really appreciate your help.

Re: Router constantly disconnecting

Debbie-TalkTalk — Fri, 25 Oct 2024 07:58:44 GMT

Morning @AndrewNichols

That's great, thanks for letting me know 🙂

I've sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie