topic Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable in Fibre

HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

alesig — Tue, 05 Dec 2023 22:29:11 GMT

Hi, I would really appreaciate some help because I struggle to understand what is going on with my router.

My router is a HG635, v1.14t and it'is acting very weirdly.

- I have seen logs with timestamp 00:01:21 01/01/2010 some of them with warning intrusions and WAN connections.

- Some configuration is definitely changed without me doing anything, for example the subnet mask has been changed and I think also the ALG configuration and I am sure other few things.

- I started noticing some complete drop in the wifi connection which disappeared and a different wifi came up with the same name as mine or with a "2" added at the name and sometimes open, so I stopped all my devices from autoconnecting and I was able to reconnect to the correct one only after a restart of the router.

It all seems very weird and I am really concerned about my online safety.

I can provide any further information and screenshot.

Many thanks for the help.

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

KeithFrench — Tue, 05 Dec 2023 22:40:54 GMT

I think the first thing to do is update the router. 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. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

Debbie-TalkTalk — Wed, 06 Dec 2023 06:57:37 GMT

Hi alesig

Are you happy for me to send a replacement router?

Thanks @KeithFrench

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

alesig — Wed, 06 Dec 2023 08:43:57 GMT

Hi Debbie,

thank you for your help.

Yes please that would be really helpful.

Is there any concern in using the current router now?

Many thanks

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

Debbie-TalkTalk — Wed, 06 Dec 2023 08:52:37 GMT

Hi alesig

Thanks for your reply.

No it will be fine to use your current router until the replacement arrives.

Please allow 24-48hrs for this to arrive. Let us know how you get on.

Thanks again.

Debbie

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

Debbie-TalkTalk — Fri, 08 Dec 2023 13:41:17 GMT

Hi alesig

Have you received the replacement router?

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

alesig — Tue, 12 Dec 2023 08:41:31 GMT

Hi Debbie,

yes I received it, many thanks!

Is there any particular setup I need to do?

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

Debbie-TalkTalk — Tue, 12 Dec 2023 08:50:00 GMT

Hi alesig

That's great. Please can you connect the new router in your usual set up but also use the new cables and filter.

Please let us know how the connection compares.

Thanks

Debbie

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

alesig — Tue, 12 Dec 2023 09:05:59 GMT

Hi Debbie,

I plugged in the new cables (not the filter because I do not use a phone) and the router connection seems stable, thanks.

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

Anonymous — Tue, 12 Dec 2023 09:12:21 GMT

Morning,

Thanks for confirming and we'll check back in with you later in the week just to ensure that everything has remained stable.

Thanks

Michelle 🙂

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

alesig — Tue, 12 Dec 2023 09:36:17 GMT

Many thanks Michelle!

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

Anonymous — Tue, 12 Dec 2023 09:37:20 GMT

No problem. Have a lovely day 🙂

Michelle

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

Anonymous — Fri, 15 Dec 2023 09:09:07 GMT

Hi alesig,

How are you getting on?

Thanks

Michelle

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

alesig — Sun, 17 Dec 2023 18:16:05 GMT

Hi Michelle,

connection is stable, no issues so far, thanks!

Re: HG635 router disconnecting, weird wifi appearing and logs and configurations not reliable

Debbie-TalkTalk — Mon, 18 Dec 2023 06:59:25 GMT

Hi alesig

That's great news, thanks for letting us know 🙂

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

Thanks again.

Debbie