topic Re: Intermittent connection failures for last week in Broadband

Intermittent connection failures for last week

dante01 — Sun, 15 Dec 2024 19:39:17 GMT

After a few years of solid connection - no problems I have began having issues with connection drop outs each day. Each time line check seems to find no problem but am losing connection on all devices. Fearing it may be a firmware issue as i've not changed router in a few years but have just renewed broadband deal so feel a little anxious that these issues have appeared out of 'nowhere'.

Re: Intermittent connection failures for last week

IDunwell — Sun, 15 Dec 2024 19:49:17 GMT

I’m suffering the same issue started over the last 5 days had very little support !

Re: Intermittent connection failures for last week

dante01 — Sun, 15 Dec 2024 19:57:18 GMT

Yes also last 4/5 days for us. Never had a problem but becoming such an issue with me working from home!

Re: Intermittent connection failures for last week

Gliwmaeden2 — Sun, 15 Dec 2024 22:05:19 GMT

@dante01, please complete your community forum profile details for Talktalk staff to identify your account.

They'll reply during the day.

Go via your avatar; settings; drop down menu.... add your Talktalk phone number or account number in Personal Information. SAVE CHANGES.

Re: Intermittent connection failures for last week

Anonymous — Mon, 16 Dec 2024 12:27:25 GMT

Good afternoon,

I'm sorry to hear this. I've run a test on the line now which is clear.

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: Intermittent connection failures for last week

dante01 — Wed, 18 Dec 2024 08:34:44 GMT

Attempted to follow instructions but got stuck in a loop at stage

'Select TalkTalk WiFi Hub’

Upon clicking this option I was prompted to log in which took me back to the initial dashboard page.

Option to edit DNS IPv2 can be found in internet connectivity settings and can be adjusted to manually select. in case this is what you meant I changed these settings and still no better. Multiple internet failures per day.

please advise.

Re: Intermittent connection failures for last week

Anonymous — Wed, 18 Dec 2024 08:38:24 GMT

Good morning,

Our engineers have now identified a potential fix and they have been rolling this out and are hoping that they will be done by 9.30am this morning so we'll post back to confirm once this has been fully completed so you can retest.

Thanks

Michelle