topic Re: Connectivity problems daily in Full Fibre

Connectivity problems daily

Mark_G1 — Sun, 15 Dec 2024 01:49:44 GMT

Like many recent posts, my connectivity is lost several times per day. Connections via both Wi-Fi and Ethernet fail to reach the internet.

During these issues the status light on the hub remains solid white. Powering the hub off and on restores connection straight away for a few hours.

I’d say this has been happening for around a week now. Would appreciate this being looked into if possible. I have updated my community profile with my TalkTalk account details.

Re: Connectivity problems daily

Anonymous — Mon, 16 Dec 2024 09:55:23 GMT

Hi Mark,

I'm sorry to hear this. I can't see which router you're currently using. Would you be able to confirm, this please? (make and model) We have raised a potential issues to our Network Team (white light on router/no connection) and they are currently investigating at the moment so I'll also keep you updated on the progress of this.

Thanks

Michelle

Re: Connectivity problems daily

Mark_G1 — Mon, 16 Dec 2024 10:55:47 GMT

Hi Michelle,

It’s the TalkTalk router that came when I signed up that I’m using. Nothing on it to say the actual make or model, but logging into the admin page shows

TalkTalk Wi-Fi Hub
version SG4K100206

Re: Connectivity problems daily

Anonymous — Mon, 16 Dec 2024 12:20:41 GMT

Hi Mark,

Thanks for confirming.

Could you try changing 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

Michelle

Re: Connectivity problems daily

Mark_G1 — Mon, 16 Dec 2024 14:13:52 GMT

I've set up the DNS entries and will see how it goes. If I get a repeat failure I'll post back, otherwise will let you know after 24 hours iff all seems OK still.

Re: Connectivity problems daily

Anonymous — Mon, 16 Dec 2024 14:16:32 GMT

Hi Mark,

Great thanks. I'll check back in with you in the morning.

Thanks

Michelle

Re: Connectivity problems daily

Mark_G1 — Mon, 16 Dec 2024 17:39:25 GMT

No difference with the updated DNS - same loss of connection with white light still solid at 17:31 today.

Re: Connectivity problems daily

Anonymous — Tue, 17 Dec 2024 07:21:30 GMT

Hi Mark,

I'm sorry to hear this and I have fed this back now. We'll keep you updated.

Thanks

Michelle

Re: Connectivity problems daily

Anonymous — Wed, 18 Dec 2024 07:13:29 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