topic Internet keeps dropping out in Fibre

Internet keeps dropping out

MuhammedDesai — Sun, 15 Dec 2024 17:17:39 GMT

For the last few days my internet has been dropping out multiple times a day. Have to keep resetting the router to get it to work again, which only lasts around an hour until it drops out again. The line test shows no issues, my router shows a solid white light but it doesnt work unless you reset it. Talktalk support are impossible to get hold of, and when i did speak to someone on the phone they checked the line and said there was no issues, and reset the router from their end which only fixed it for a little while before it dropped again. Looking at the community posts these last few days this seems to be a trending topic as most posts are related to this exact same behaviour. I work from home and rely on a stable wifi connection, which for the last few days has been anything but stable or reliable. Theres clearly an issue affecting multiple users!

Re: Internet keeps dropping out

clarey733 — Sun, 15 Dec 2024 17:52:23 GMT

I am also having this problem. and like you found support a waste of time. Its frustrating and many other's I have also read on other posts .there has been the same issue, I am now thinking of going elsewhere if the don't solve this.

Re: Internet keeps dropping out

MuhammedDesai — Sun, 15 Dec 2024 18:13:50 GMT

I’m also thinking the same. To make things worse the reset button on the router even work. Held it for 30 seconds after it clicks and it does nothing? Held it for even longer and still nothing.

Re: Internet keeps dropping out

swebb — Sun, 15 Dec 2024 18:38:43 GMT

same here We have got same problem!

Re: Internet keeps dropping out

Gliwmaeden2 — Sun, 15 Dec 2024 18:42:34 GMT

@clarey733, & @swebb, you'll have seen elsewhere that we ask each affected customer to start their own thread

This avoids any confusion in the replies. Staff will only respond to the original poster.

Please return to the message board and click on start a topic.

Also complete your community forum profile details for Talktalk staff to identify your account.

Go via your avatar; settings; drop down menu....Personal Information. SAVE CHANGES.

Staff will reply to your new thread during the day. They are on here Monday to Friday.

Re: Internet keeps dropping out

SimonFD — Sun, 15 Dec 2024 21:12:31 GMT

Same here!

Re: Internet keeps dropping out

Reenz — Sun, 15 Dec 2024 22:39:35 GMT

I’m having the exact same issue

Re: Internet keeps dropping out

Damien82 — Mon, 16 Dec 2024 08:07:55 GMT

Mines exactly the same

Re: Internet keeps dropping out

Karl-TalkTalk — Mon, 16 Dec 2024 11:46:26 GMT

Can you change the DNS Settings in your router to use Google DNS, and test this over the course of the day to see if this resolves the connectivity issue where the router light remains white.

Please report back if this does help as this will aid our investigation.

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

Karl.

Re: Internet keeps dropping out

MuhammedDesai — Mon, 16 Dec 2024 17:18:57 GMT

Hi Karl,

tried to follow those steps but when i got to the dns page there is no on button. There are two fields for primary and secondary, but when populating with those numbers an error occurs after pressing apply.

Re: Internet keeps dropping out

ferguson — Mon, 16 Dec 2024 17:20:15 GMT

Try it this way: click on See internet settings > Manage advanced settings > Internet connectivity > DNS IPv4. It will show Obtain DNS Automatically. Click on that and select Manually Specify DNS. Enter 8.8.8.8 in the Primary and 8.8.4.4 in the Secondary server boxes. Click Apply at the bottom.

Re: Internet keeps dropping out

MuhammedDesai — Tue, 17 Dec 2024 02:29:45 GMT

Thanks @ferguson managed to complete the steps that way. Fingers crossed this will fix the issue

Re: Internet keeps dropping out

Karl-TalkTalk — Tue, 17 Dec 2024 10:30:00 GMT

Our network teams are currently testing a solution and we hope to have more info soon.

Thanks

Karl.

Re: Internet keeps dropping out

Reenz — Tue, 17 Dec 2024 19:43:12 GMT

I still don’t have a proper connection. It’s been 5 days! This is shocking

Re: Internet keeps dropping out

Chris-TalkTalk — Wed, 18 Dec 2024 07:37:12 GMT

Hi Reenz,

How is it this morning?

Chris