topic Re: Internet keeps dropping out in Broadband

Internet keeps dropping out

Emma110 — Fri, 13 Dec 2024 19:21:46 GMT

Hi, for the past week my internet keeps dropping out. The light on the box remains white but the internet doesn’t work. I have restarted the router numerous times and checked the connection but it just says that there is no issue. I have tried to contact TalkTalk multiple times and I can never get through to speak to anyone! I am on the verge of leaving TalkTalk if I cannot get this issue resolved. Please can I get a replacement router sent to me?

Re: Internet keeps dropping out

Andii — Fri, 13 Dec 2024 19:25:15 GMT

I'm having the same problem. Cannot get in touch with anyone about it!

Re: Internet keeps dropping out

ferguson — Fri, 13 Dec 2024 19:41:35 GMT

@Emma110

The support team here will be happy to help, but please bear in mind that they won't be back online until Monday.

@Andii

I see you have started your own topic, please wait for a response there.

Re: Internet keeps dropping out

Emma110 — Fri, 13 Dec 2024 19:43:01 GMT

Thank you Ferguson. I’ll await to hear from them on Monday.

Re: Internet keeps dropping out

Gliwmaeden2 — Fri, 13 Dec 2024 19:45:22 GMT

@Andii, you will need to start your own thread if you need forum staff to investigate this for you.

@Emma110, staff will be back on here from Monday.

You would need to give Talktalk much longer to resolve the issue for them to waive early termination fees, if you wish to change provider.

If you have total loss of service, automatic compensation is paid after resolution of the issue:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Edit: cross posting due to the page not refreshing....

Re: Internet keeps dropping out

Andii — Fri, 13 Dec 2024 19:48:07 GMT

@Gliwmaeden2 I already have seeing as I can't get through on live chat or phone call at all tonight.

Re: Internet keeps dropping out

Gliwmaeden2 — Fri, 13 Dec 2024 19:49:41 GMT

Yes, sorry, it gets confusing if you post on another customer's thread.

Will reply on your own, @Andii.

Re: Internet keeps dropping out

Anonymous — Mon, 16 Dec 2024 08:26:57 GMT

Morning,

I'm sorry to hear this. We're currently looking into this with our Fault Escalations Team and I will post back as soon as we receive an update.

Thanks

Michelle

Re: Internet keeps dropping out

Emma110 — Mon, 16 Dec 2024 08:31:49 GMT

Thanks very much Michelle. I looking forward to hearing from you.

Re: Internet keeps dropping out

Anonymous — Mon, 16 Dec 2024 08:32:49 GMT

No Problem. Hopefully we'll hopefully know more this morning.

Thanks

Michelle

Re: Internet keeps dropping out

Anonymous — Mon, 16 Dec 2024 12:45:59 GMT

Hi Emma,

Our engineers are investigating this issue and they have asked if you can try the below:

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8 Secondary = 8.8.4.4 )
Select Apply

Please note ; If you currently use any Homesafe services such as Homework Time etc. This will not work whilst you have the DNS set to Google.

Thanks

Michelle

Re: Internet keeps dropping out

Emma110 — Tue, 17 Dec 2024 13:55:05 GMT

Hi Michelle,

I went to http://192.168.1.1 and typed in the username admin (in lower case) and then typed in my Wi-Fi password on the settings card however it said that the login information was incorrect.

Re: Internet keeps dropping out

Anonymous — Tue, 17 Dec 2024 13:56:55 GMT

Hi Emma,

It's ok thanks for trying. Our engineers are still working to resolve this so I'll post back again as soon as I know more.

Thanks

Michelle

Re: Internet keeps dropping out

Emma110 — Tue, 17 Dec 2024 13:57:59 GMT

Ok thanks Michelle.

Re: Internet keeps dropping out

Gliwmaeden2 — Tue, 17 Dec 2024 14:07:48 GMT

Router password, @Emma110.

It's on the stuck on label, behind the removable bit. NOT the WiFi password.

Re: Internet keeps dropping out

Emma110 — Tue, 17 Dec 2024 14:15:56 GMT

Thanks. Got it.

Re: Internet keeps dropping out

Emma110 — Tue, 17 Dec 2024 14:19:13 GMT

Hi Michelle,

I’ve managed to get in and have got as ‘Manage Advanced Settings’, however when I click on ‘TalkTalk WiFi Hub’ it kicks me out. I’ve tried a few times but it does the same thing each time.

Re: Internet keeps dropping out

Debbie-TalkTalk — Wed, 18 Dec 2024 06:54:16 GMT

Hi @Emma110

This is the latest update on this issue

Update 8:40PM December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.