topic Re: Wifi Intermittent Dropping in Broadband

Wifi Intermittent Dropping

alexblk — Fri, 13 Dec 2024 23:38:25 GMT

Hello, seems like I’m not the only one having this issue. My internet keeps dropping off at random times and the only way to fix this is to restart the router. When the internet stops working the router still shows the white light as if it was working but it doesn’t. I’ve been having this issue for over a week now and been loosing the connection at least 10 times a day, and that’s for both wifi and ethernet.

This is ridiculous and it’s getting very frustrating as I cannot work at all. I’ve disconnected the ethernet cable, I’ve reseted the router, changed the password and still the same issue. I’ve logged in on the admin portal and if I try to go to Advanced Internet Settings it keeps on sending me back to the login page. I am on the verge of putting an official complaint to Ofcom, but I thought to give it one more chance and open this thread.

My router details are as follows:

SAGEMCOM

S/N N7190844N000369

version SG4K100206

let me know what can I do to fix this issue.

Re: Wifi Intermittent Dropping

ferguson — Fri, 13 Dec 2024 23:40:47 GMT

Sorry to see this If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bewar in mind that they won't be back online until Monday.

Re: Wifi Intermittent Dropping

alexblk — Fri, 13 Dec 2024 23:44:05 GMT

That’s already done, I am hoping they will come with a proper resolution and not reading from a script as usual.

Re: Wifi Intermittent Dropping

Anonymous — Mon, 16 Dec 2024 08:14:58 GMT

Morning,

I'm really sorry for the delay. We have escalated this particular issue (white light on router but no internet) and our team are investigating to try and find the root cause of this. I'll post back as soon as we receive an further update.

Thanks

Michelle

Re: Wifi Intermittent Dropping

alexblk — Mon, 16 Dec 2024 09:31:35 GMT

Good morning Michelle,

Thank you for getting back to me. This issue is still ongoing I have resetted the router numerous times and still no luck.

I am looking forward to hearing from you.

Re: Wifi Intermittent Dropping

Anonymous — Mon, 16 Dec 2024 12:13:04 GMT

Hi alex,

Just a quick update.

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: Wifi Intermittent Dropping

Anonymous — Wed, 18 Dec 2024 07:17:59 GMT

Morning,

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.

Thanks

Michelle

Re: Wifi Intermittent Dropping

alexblk — Wed, 18 Dec 2024 07:29:34 GMT

Good morning Michelle,

Thanks a lot for the update.

I have implemented the changes on the portal and the internet hasn’t dropped anymore but it doesn’t seem to be very stable, the speed fluctuates.

Please let me know as soon as the issues are fixed from your end and I will check this further.

Thank you.

Re: Wifi Intermittent Dropping

Anonymous — Wed, 18 Dec 2024 07:40:02 GMT

Hi alex,

I'll post back to confirm as soon as we receive confirmation that the fix has been rolled out.

Thanks

Michelle