topic Re: Intermitent internet in Full Fibre

Intermitent internet

Seb_perrotin — Sat, 14 Dec 2024 16:38:05 GMT

Since Thursday, my internet connection / router keeps dropping.

I switch off the router, leave it a few minutes and restart it.

It works for 1 or 2 hours then the connection drops.

Re: Intermitent internet

Seb_perrotin — Sat, 14 Dec 2024 16:40:41 GMT

Forgot to mention, I have been trying to get hold of customer support since 10:30am and still unable to get hold of anybody

Re: Intermitent internet

Anonymous — Sat, 14 Dec 2024 16:47:51 GMT

Give "Live Chat" a try i find it better than phone support.

Scroll down the page to the "Chat Now" link.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Intermitent internet

Seb_perrotin — Sat, 14 Dec 2024 16:59:57 GMT

thank you for the advice but they do not reply in the chat, just an automatic message telling me they are busy...

Re: Intermitent internet

Anonymous — Sat, 14 Dec 2024 17:17:38 GMT

You go through the auto questions and they then get you into live chat i have done it several times.

Re: Intermitent internet

Seb_perrotin — Sat, 14 Dec 2024 17:27:35 GMT

That’s exactly how I accessed the live chat then added to a queue

Re: Intermitent internet

Seb_perrotin — Sat, 14 Dec 2024 17:56:00 GMT

This is the message I have been getting all day.
This is the message I have been getting all day.

Re: Intermitent internet

Anonymous — Mon, 16 Dec 2024 09:31:59 GMT

Hi Seb,

I'm sorry to hear this. Which router are you using please? (make and model) Do any of the lights change on the ONT or the router when your connection drops please?

Thanks

Michelle

Re: Intermitent internet

Seb_perrotin — Mon, 16 Dec 2024 18:24:21 GMT

Hi Michelle,

The lights on the ONT box are green (3 fixed, 1 flashing) and do not change when the connection is down.

I am using a Sagem TalkTalk Wi-Fi Hub 2 version SG4K100206

I tried using my new (supplied by TalkTalk) Eero but never managed to get it to complete the setup process, it is never able to find an internet connection.

Re: Intermitent internet

Anonymous — Tue, 17 Dec 2024 07:35:22 GMT

Morning Seb,

Thanks for the update. Does the light remain white on the Sagemcom router please as I think this may be related to a current fault that our engineers are investigating at the moment. (white light on router/no connection)

Thanks

Michelle

Re: Intermitent internet

Seb_perrotin — Tue, 17 Dec 2024 07:40:37 GMT

Good morning Michelle,

The white light stays on.

I tried connecting the the router admin page when I do not have an internet connection.

I can browse to the admin page but it does not accept my password.

Once I restart the router and the internet is working, I can connect to the admin page without any problem.

Re: Intermitent internet

Anonymous — Tue, 17 Dec 2024 08:02:04 GMT

Hi Seb,

Thanks for confirming. Our Network Engineers are currently investigating this particular issue and we're hoping to know more today. I'll post back here as soon as I have a further update.

Thanks

Michelle

Re: Intermitent internet

Seb_perrotin — Tue, 17 Dec 2024 09:57:50 GMT

Michelle,

Quick update, just lost the internet, took some photos of the talktalk hub dashboard, router and the ONT box.

Switched off the box and back on straight away, internet was back working in a couple of minutes.

Re: Intermitent internet

Debbie-TalkTalk — Tue, 17 Dec 2024 10:37:30 GMT

Hi @Seb_perrotin

Thanks for letting us know.

Our engineers are working on a fix for this issue. I will post back here as soon as I have further information.

Thanks

Re: Intermitent internet

Anonymous — Wed, 18 Dec 2024 07:10:33 GMT

Hello,

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.

Thanks

Michelle