topic Re: No internet connection in Fibre

No internet connection

Ianhowes — Sun, 15 Dec 2024 21:48:56 GMT

I currently have a white light on my router but no internet connection. I restart the router and connection is restored for a short period then drops again

I’ve done a reset on the router but this doesn’t resolve the issue

Re: No internet connection

Debbie-TalkTalk — Mon, 16 Dec 2024 11:25:33 GMT

Hi @Ianhowes

Apologies for this.

I think this may be related to a current fault that our engineers are investigating - (white light on router but no connection) I'll post back here as soon as I receive an update from the team investigating this.

Thanks

Re: No internet connection

Debbie-TalkTalk — Mon, 16 Dec 2024 11:45:07 GMT

Hi @Ianhowes

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: No internet connection

Ianhowes — Mon, 16 Dec 2024 14:31:29 GMT

Hi Debbie

just home from work should I still try the instructions from your last message?

Re: No internet connection

Debbie-TalkTalk — Mon, 16 Dec 2024 14:33:46 GMT

Hi @Ianhowes

Is it still down at the moment?

Re: No internet connection

Ianhowes — Mon, 16 Dec 2024 14:43:11 GMT

Yes it is

Re: No internet connection

Debbie-TalkTalk — Mon, 16 Dec 2024 14:56:44 GMT

Hi @Ianhowes

Thank you. I've asked the team to make contact with you ASAP. Please can you keep the router powered up without rebooting just whilst they complete their testing.

Debbie

Re: No internet connection

Ianhowes — Mon, 16 Dec 2024 14:59:50 GMT

Re: No internet connection

Debbie-TalkTalk — Tue, 17 Dec 2024 06:38:32 GMT

Hi @Ianhowes

My colleague has advised that they will keep you updated on this fault.

Thanks

Re: No internet connection

Debbie-TalkTalk — Wed, 18 Dec 2024 07:16:43 GMT

Hi @Ianhowes

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.