topic Re: Intermittent internet connection and router light stays white in Broadband

Intermittent internet connection and router light stays white

Nargus742 — Wed, 11 Dec 2024 18:47:48 GMT

I have recently been having issues where the Internet loses connection but the LED on router stays White.

I have to turn off and on the router then it will connect but loses connection again after around 6hrs.

I think the issue is router as the light should change from solid white when the connection is lost but that's not the case.

Re: Intermittent internet connection and router light stays white

Choke — Wed, 11 Dec 2024 18:57:38 GMT

I'm experiencing something similar over the last 2 days myself. Only difference is that I keep rebooting the router and the internet only lasts about 30 minutes before it's lost again and I have to keep rebooting. Nothing changed or wrong with my setup btw.

White light stays on when the internet goes. I'd like to get someone on here and in the know to test my area for problems, particularly as the roadside box a few streets away from me has been wide open for months as the lock on it appears broken. I see today that it's now just loosely taped shut with 'Virgin Media' tape around it. Not fixed though.

Re: Intermittent internet connection and router light stays white

ferguson — Wed, 11 Dec 2024 19:08:23 GMT

@Choke

Please start your own topic rather than posting on someone else's, however similar the issue may seem they are all best dealt with individually.

Re: Intermittent internet connection and router light stays white

Choke — Wed, 11 Dec 2024 19:22:20 GMT

Sorry. Habit I suppose. I come from other forums where you get told off for starting multiple threads about the same issue. 👍

Re: Intermittent internet connection and router light stays white

ferguson — Wed, 11 Dec 2024 19:52:56 GMT

No worries, it's a wee bit different here because we have TalkTalk staff who can actually help fix things! 🙂

Re: Intermittent internet connection and router light stays white

Anonymous — Thu, 12 Dec 2024 07:23:45 GMT

Hi @Choke

As advised, please can you create your own topic and we'd be happy to look into this for you.

Thanks

Michelle

Re: Intermittent internet connection and router light stays white

Nargus742 — Thu, 12 Dec 2024 09:26:40 GMT

Hi @Anonymous,

Are you able to look into the issue I'm having?

Thanks

Re: Intermittent internet connection and router light stays white

Anonymous — Thu, 12 Dec 2024 09:36:43 GMT

Hi @Nargus742

I'm so sorry that I missed your post. I've just run a test on your line now which is clear, however I can see re-connections on the line. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

Re: Intermittent internet connection and router light stays white

Nargus742 — Thu, 12 Dec 2024 09:38:30 GMT

Hi @Anonymous

Yes Please do as I think the router is at fault.

Thanks very much

Re: Intermittent internet connection and router light stays white

Debbie-TalkTalk — Thu, 12 Dec 2024 09:53:08 GMT

Hi @Nargus742

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

Let us know how the connection compares with the replacement router.

Thanks

Debbie

Re: Intermittent internet connection and router light stays white

Nargus742 — Sun, 15 Dec 2024 16:19:25 GMT

Hi @Debbie-TalkTalk

I have set up the new router yesterday and the same fault still happens.

I have also replaced the filter and also connected to the test socket but same fault is happening.

Re: Intermittent internet connection and router light stays white

Chris-TalkTalk — Mon, 16 Dec 2024 10:53:06 GMT

OK, thanks for trying that. We are currently looking into this issue, you will see updates shortly on the service dashboard here - Service Status | TalkTalk Help & Support

Chris

Re: Intermittent internet connection and router light stays white

Nargus742 — Wed, 18 Dec 2024 09:06:57 GMT

Hi.

I saw on another post where a staff said to change the DNS to google. Primary set to 8.8.8.8 and secondary set to 8.8.4.4. I done this and it has been OK. No loss of internet connection and router is showing connection time of 1 day 10hrs where as before this would be around 6hrs.

Re: Intermittent internet connection and router light stays white

Anonymous — Wed, 18 Dec 2024 09:18:28 GMT

Morning,

Thanks for the update. We've also received an update from our engineers to let us know that they have potentially identified the issue and are in the process of rolling a fix out. We're hoping it will be completed by this morning but we'll also post back to let you know when it's complete so you can fully retest.

Thanks

Michelle