topic Internet keeps dropping out in Fibre

Internet keeps dropping out

Gillcmcc — Mon, 16 Dec 2024 10:37:17 GMT

My internet keeps dropping out and I have to restart the router. I can’t keep doing this as I am trying to work from home. I need this sorted now!

Re: Internet keeps dropping out

Debbie-TalkTalk — Mon, 16 Dec 2024 11:57:14 GMT

Hi @Gillcmcc

I'm really sorry to hear this.

Can I just check, when the connection drops does the white light remain on the front of the router?

Re: Internet keeps dropping out

Gillcmcc — Mon, 16 Dec 2024 11:58:45 GMT

I’m not sure! I didn’t look at the light.

Re: Internet keeps dropping out

Debbie-TalkTalk — Mon, 16 Dec 2024 11:59:52 GMT

Hi @Gillcmcc

It could be linked to this issue. The connection drops out but the white light remains on the router.

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: Internet keeps dropping out

Ruby999999 — Mon, 16 Dec 2024 12:00:23 GMT

And me getting absolutely nowhere with talk talk shocking customer service reported the same issue 8 days ago literally been on there chat room 8 days. White light on router and green lights on Ont box but no internet

Re: Internet keeps dropping out

Debbie-TalkTalk — Mon, 16 Dec 2024 12:02:52 GMT

Hi @Ruby999999

Please can you create your own topic, we can then post some instructions on there to try.

Thanks

Re: Internet keeps dropping out

Gillcmcc — Mon, 16 Dec 2024 12:40:49 GMT

When I click on TalkTalk WiFi hub it logs me out of the admin so I can’t get to the DNS tab

Re: Internet keeps dropping out

Debbie-TalkTalk — Mon, 16 Dec 2024 12:42:12 GMT

Hi @Gillcmcc

Is the connection down right at this moment?

Re: Internet keeps dropping out

Gillcmcc — Mon, 16 Dec 2024 12:44:16 GMT

Re: Internet keeps dropping out

Debbie-TalkTalk — Mon, 16 Dec 2024 12:52:56 GMT

Hi @Gillcmcc

I've asked our Network Team to take a look now. Please can you keep the router powered up (don't reboot)

Thanks

Debbie

Re: Internet keeps dropping out

Gillcmcc — Tue, 17 Dec 2024 08:49:21 GMT

Any update on the situation?

Re: Internet keeps dropping out

Debbie-TalkTalk — Tue, 17 Dec 2024 09:13:35 GMT

Hi @Gillcmcc

Our engineers are working to fix this fault as quickly as possible.

We will post back as soon as we have further updates.

Thanks

Debbie

Re: Internet keeps dropping out

Debbie-TalkTalk — Wed, 18 Dec 2024 07:16:13 GMT

Hi @Gillcmcc

This is the latest update on this fault.

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.