topic Re: No Internet, white light still on in Fibre

No Internet, white light still on

Damien82 — Mon, 16 Dec 2024 07:46:49 GMT

This has been going on since Friday, Internet goes off every hour or so and have to restart router. Getting rediculos now. Can't even watch a film without it going off. Tried everything suggested and still the same. When this happens the white light is still on and devices say connected with no Internet. Fuming.

Re: No Internet, white light still on

Damien82 — Mon, 16 Dec 2024 07:51:19 GMT

Just to add, this is also happening with the wired connections not just WiFi. I work from home so this is going to be a big problem for me. Can someone please look into this.

Re: No Internet, white light still on

Karl-TalkTalk — Mon, 16 Dec 2024 11:45:51 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: No Internet, white light still on

Damien82 — Mon, 16 Dec 2024 13:34:03 GMT

I've changed the settings as suggested, I'll report back.

Re: No Internet, white light still on

Karl-TalkTalk — Mon, 16 Dec 2024 13:36:55 GMT

No Problem 🙂

Karl

Re: No Internet, white light still on

Damien82 — Mon, 16 Dec 2024 19:00:11 GMT

Hi,

I don't want to speak too soon, but since I made the changes suggested my connection has been solid for over 7 hours. Fingers crossed.

Re: No Internet, white light still on

Debbie-TalkTalk — Tue, 17 Dec 2024 07:07:43 GMT

Hi @Damien82

Has everything been working ok since your last post?

Re: No Internet, white light still on

Damien82 — Tue, 17 Dec 2024 07:31:44 GMT

Hi Debbie, yes, it's stayed on thankfully since the change around lunch time yesterday. Thank you

Re: No Internet, white light still on

Debbie-TalkTalk — Tue, 17 Dec 2024 07:59:45 GMT

Hi @Damien82

I'm so glad to hear this, thanks for letting us know 🙂

Debbie

Re: No Internet, white light still on

Damien82 — Tue, 17 Dec 2024 12:40:54 GMT

Just thought I'd update, been solid for over 25 hours now since the settings change. Cheers

Re: No Internet, white light still on

Debbie-TalkTalk — Tue, 17 Dec 2024 12:51:09 GMT

Hi @Damien82

I'm so glad to hear this.

Can I just check, do you use any apple devices?

Re: No Internet, white light still on

Damien82 — Tue, 17 Dec 2024 15:59:33 GMT

Yes, my partner and daughter do, they have been out today, thier devices seemed to be OK last night though.

Will I need to change these settings back to original at any point?

Re: No Internet, white light still on

Debbie-TalkTalk — Wed, 18 Dec 2024 06:55:59 GMT

Hi @Damien82

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.