topic Router not working in Fibre

Router not working

Bruceshaw — Tue, 10 Dec 2024 23:31:28 GMT

Hello

having issues with my WiFi router, keeps cutting out after every 30 minutes (no connection) power cycling the router restores connection but not for long

having to power cycle it at least 10 times a day.

seen other people post similar issues and a new router has sorted the problem

would a member of talktalk staff be able to send me a new router tried getting through on the online chat but don’t seem to get a response?

also router constantly shows a white light which indicates all should be ok even when the connection stops

nothing has changed in the household to make it stop working and tried line checks on website which state the line is all ok

Bruce shaw

Re: Router not working

DrWig — Wed, 11 Dec 2024 00:04:36 GMT

I've come on here as I'm getting exactly this issue starting today! Has a new firmware been pushed out?

Re: Router not working

ferguson — Wed, 11 Dec 2024 00:11:33 GMT

@DrWig

I see you have started your own topic, wait for a response there and leave this one for the original poster's issue.

Re: Router not working

Gliwmaeden2 — Wed, 11 Dec 2024 00:13:46 GMT

@DrWig, please just follow up on your own thread.

Staff only respond to the original poster and will look at your own topic during the day.

@Bruceshaw, hasn't had a chance of a reply on here yet!

Re: Router not working

DrWig — Wed, 11 Dec 2024 00:13:48 GMT

Exactly what I'm doing..... 🤔. Thought he might like to know it might be a wider issue....

Re: Router not working

Debbie-TalkTalk — Wed, 11 Dec 2024 06:46:21 GMT

Hi @Bruceshaw

I'm sorry to hear this.

The line tests are clear so I've sent you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Router not working

Bruceshaw — Fri, 13 Dec 2024 20:56:49 GMT

Hello new router has arrived however still same issue

WiFi will work for about 30-40 mins then cut off

light stays white on hub indicating it’s all ok but won’t work on any device

also logged into router via IP address and this shows it’s offline and not connected to internet

also tried further tests, noticed when it’s working fine if I pull the phone line out the back of the router light turns from white to red as it should, however when WiFi stops working and I pull the phone line out the router stays white when it should go red as no phone line connected? Seems to be indicating something wrong with the router? As line tests show all ok has been playing up since Tuesday now and is getting really frustrating is there something wrong with the firmware or some setting in the router?
I haven’t changed anything on the new or old one for it to start playing up

need this sorting asap

Re: Router not working

ferguson — Fri, 13 Dec 2024 21:10:09 GMT

Where is your router connected? The master phone socket, or an extension? If the former, have you tried connecting at the test socket?

Re: Router not working

Bruceshaw — Fri, 13 Dec 2024 22:48:48 GMT

Master phone socket don’t have a test socket

Re: Router not working

ferguson — Fri, 13 Dec 2024 22:50:48 GMT

Can you just check please, with reference here?

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

Re: Router not working

Bruceshaw — Fri, 13 Dec 2024 23:01:07 GMT

Mines the one labelled nte 5c

has an adapter that comes out for the broadband connection and phone connection

don’t actually have a phone/handset though

Re: Router not working

ferguson — Fri, 13 Dec 2024 23:15:51 GMT

OK, you can remove the faceplate on that by gently squeezing the clips on each side, you will find the test socket behind there. Try connecting to that using the new plugin microfilter and cable which accompanied the replacement router. Make sure you are using the new power supply also.

Re: Router not working

Bruceshaw — Fri, 13 Dec 2024 23:17:28 GMT

Thanks,

just did that never realised that was there WiFi is on will have to see how it goes as normally is fine for 30-40 mins

Re: Router not working

Bruceshaw — Fri, 13 Dec 2024 23:41:17 GMT

wifi has dropped again using the test port and wouldn’t restore without power cycling the router

Was using all the new equipment that came with the new router

Re: Router not working

ferguson — Fri, 13 Dec 2024 23:45:43 GMT

OK, thanks for trying and confirming that. Please wait for the support team to pick this up again when they are back online on Monday.

Re: Router not working

Anonymous — Mon, 16 Dec 2024 08:50:41 GMT

Good morning,

Our Escalation Team are currently looking into the issue with no connection/white light on router and we're hoping to know more later on this morning.

Thanks

Michelle

Re: Router not working

DrWig — Mon, 16 Dec 2024 11:05:46 GMT

I've received my router (for the same issue) but I haven't had a chance to plug it in yet. Since switching to my old/emergency router, my connection has been rock solid, so I'll report back once I have (I have a thread, but I'm happy to let you know, too, Bruce. Us Bruce's need to stick together 🙂

Bruce

Re: Router not working

Debbie-TalkTalk — Mon, 16 Dec 2024 12:01:52 GMT

Hi @Bruceshaw

Apologies for this.

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.

Re: Router not working

Bruceshaw — Mon, 16 Dec 2024 12:18:36 GMT

I’m currently at work away from the property so will have to try tonight around 5pm

thanks

also did manage to speak to someone on the phone on Saturday a talktalk engineer is coming out Wednesday afternoon to investigate

Re: Router not working

Debbie-TalkTalk — Mon, 16 Dec 2024 12:22:18 GMT

Hi @Bruceshaw

Thanks for your reply.

We have asked some other customers also to try this (with the settings) I will let you know as soon as I hear if this resolves this issue.

Thanks

Debbie