topic Re: internet dropping off in Full Fibre

internet dropping off

g16jyn — Fri, 16 Feb 2024 17:17:07 GMT

Hi since the 13th feb my internet keeps dropping off, i spent hours chatting on twitter yesterday and logged in to my router settings and it hasnt fixed the issue, the white light stays on the router even though there is no internet connection.

Re: internet dropping off

KeithFrench — Fri, 16 Feb 2024 22:09:53 GMT

By the sounds of it, the router is connected to the internet, but maybe some devices might be connected to the router, but have no internet access. Does this affect all devices or just a few & what sort of devices are they?

Re: internet dropping off

g16jyn — Sat, 17 Feb 2024 00:20:21 GMT

its my laptop and as soon as i connect my mobile or any other device to the WIFI eg mobile or playstation the internet cuts off, as soon as i disconnect the other devices the signal comes back on again.

Re: internet dropping off

KeithFrench — Sat, 17 Feb 2024 10:52:46 GMT

I am still trying to understand do you mean that you are disconnected from the router's WiFi signal?

OK, which make/model of router are you using?

Re: internet dropping off

g16jyn — Sat, 17 Feb 2024 15:58:41 GMT

Hi, yes as soon is i connect more than one device to the router i loose all internet access to all devices, i have the Huawei DG8041W router, even though the internet dops the white light still stays on the router.

Re: internet dropping off

KeithFrench — Sat, 17 Feb 2024 16:22:37 GMT

The router to the internet is fine then. However, what firmware version is on the router, is it V1.08 by any chance:-

Dashboard > See Internet Settings > Manage advanced settings > System Info > Device Information

Please can you get me (copy & paste) the user log from the router for the time period of the devices dropping out:-

Dashboard > See Internet Settings > Manage advanced settings > Advance Configuration > Maintenance Diagnostics > User Log

Thanks.

Re: internet dropping off

g16jyn — Sun, 18 Feb 2024 20:00:52 GMT

Hi,

yes it is the v1.08.

Here is a copy of the user log, this is just from today;

1981-01-01 00:00:13 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER
2024-02-18 16:23:55 [Critical][Run-Log] Time synchronized successfully, uptime:[58s], src:[3], app:[sntp], pid:[3023]
2024-02-18 16:24:19 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-18 16:24:23 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,PeriodicInformEnable:1,PeriodicInformInterval:86400,PeriodicInformTime:2024-02-18T16:24:23.659Z
2024-02-18 16:29:02 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER
2024-02-18 16:30:14 [Critical][Run-Log] Time synchronized successfully, uptime:[61s], src:[3], app:[sntp], pid:[3081]
2024-02-18 16:30:36 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-18 16:30:41 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,PeriodicInformEnable:1,PeriodicInformInterval:86400,PeriodicInformTime:2024-02-18T16:30:41.751Z
2024-02-18 18:34:32 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER
2024-02-18 18:35:43 [Critical][Run-Log] Time synchronized successfully, uptime:[59s], src:[3], app:[sntp], pid:[3022]
2024-02-18 18:36:06 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-18 18:36:11 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,PeriodicInformEnable:1,PeriodicInformInterval:86400,PeriodicInformTime:2024-02-18T18:36:11.346Z
2024-02-18 19:38:12 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER
2024-02-18 19:39:21 [Critical][Run-Log] Time synchronized successfully, uptime:[57s], src:[3], app:[sntp], pid:[3020]
2024-02-18 19:39:45 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-18 19:39:51 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,PeriodicInformEnable:1,PeriodicInformInterval:300,PeriodicInformTime:2024-02-18T19:39:51.279Z
2024-02-18 19:42:15 [Critical][Config-Log] Terminal:WEB(192.168.1.12),Result:Fail,Type:Login,Username:admin
2024-02-18 19:42:43 [Critical][Config-Log] Terminal:WEB(192.168.1.12),Result:Success,Type:Login,Username:admin
2024-02-18 19:44:51 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-18 19:44:51 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,PeriodicInformEnable:1,PeriodicInformInterval:86400,PeriodicInformTime:2024-02-18T19:44:51.850Z
2024-02-18 19:45:46 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER
2024-02-18 19:46:58 [Critical][Run-Log] Time synchronized successfully, uptime:[60s], src:[3], app:[sntp], pid:[3033]
2024-02-18 19:47:20 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-18 19:47:25 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,PeriodicInformEnable:1,PeriodicInformInterval:86400,PeriodicInformTime:2024-02-18T19:47:25.811Z
2024-02-18 19:51:35 [Critical][Config-Log] Terminal:WEB(192.168.1.12),Result:Success,Type:Login,Username:admin
1981-01-01 00:00:13 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER
2024-02-18 19:52:49 [Critical][Run-Log] Time synchronized successfully, uptime:[61s], src:[3], app:[sntp], pid:[3117]
2024-02-18 19:53:10 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-18 19:53:15 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,PeriodicInformEnable:1,PeriodicInformInterval:86400,PeriodicInformTime:2024-02-18T19:53:15.724Z
2024-02-18 19:54:41 [Critical][Config-Log] Terminal:WEB(192.168.1.12),Result:Success,Type:Login,Username:admin

Re: internet dropping off

KeithFrench — Sun, 18 Feb 2024 21:49:25 GMT

OK V1.08 needs downgrading before looking at anything else. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: internet dropping off

g16jyn — Sun, 18 Feb 2024 22:02:30 GMT

Thank you so much for your help with this it really is appreciated!

Re: internet dropping off

Debbie-TalkTalk — Mon, 19 Feb 2024 08:20:51 GMT

Hi g16jyn

I'm really sorry about this.

I have escalated this to our Devices Team and I will post back here as soon as I have further information.

Thanks

Re: internet dropping off

Debbie-TalkTalk — Wed, 21 Feb 2024 09:34:13 GMT

Hi g16jyn

I will need to swap the router to a Sagemcom WIFI hub to resolve this issue. Are you happy for me to arrange this?

Re: internet dropping off

g16jyn — Wed, 21 Feb 2024 17:03:12 GMT

Hi Debbie,

Yes that would be great, thank you so much for your help,

Re: internet dropping off

Debbie-TalkTalk — Thu, 22 Feb 2024 06:52:14 GMT

Hi g16jyn

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks again.

Debbie 🙂

Re: internet dropping off

Debbie-TalkTalk — Mon, 26 Feb 2024 10:48:56 GMT

Hi g16jyn

Have you received the router?

Re: internet dropping off

g16jyn — Mon, 26 Feb 2024 15:15:21 GMT

Hi Debbie,

Yes i received it on Saturday and it seems to have fixed the issue.

Many thanks for your help!

Re: internet dropping off

Chris-TalkTalk — Mon, 26 Feb 2024 15:30:37 GMT

That's great news g16jyn, thanks for letting us know

Chris

Re: internet dropping off

Debbie-TalkTalk — Thu, 29 Feb 2024 11:32:35 GMT

Hi @g16jyn

I'm so glad to hear that this fault has been resolved 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie