20-04-2021 01:02 PM - edited 20-04-2021 01:11 PM
I connect to a VPN for work purposes and am suffering broadband dropouts, which ends up crashing my software (my work software calls it "packer server errors" in an error box which pops up). So I looked in the router logs for the TalkTalk WifiHub, and have dozens and dozens of "DNS name resolution failures" through the day every day.
Could this be causing the dropouts? If so, what can be done? Have already phoned TalkTalk and they did a line check which confirmed everything is fine but offered no more resolution.
on 18-06-2021 10:52 AM
Apologies for this.
The firmware is still in testing for the Sagemcom hub, we don't have a date for when this will be rolled out at the moment.
To discuss a cancellation you would need to contact our Loyalty Team by phone.
18-06-2021 10:22 AM - edited 18-06-2021 10:31 AM
A couple of months on, and despite a new Sagemcom Router, am still suffering from packet server errors and dropouts. At what point can I cancel my service and not incur a charge? The errors on my work software log read as follows...
on 22-04-2021 06:10 AM
21-04-2021 04:44 PM - edited 21-04-2021 04:46 PM
I appreciate the communications on this board (miles better than the hours I spent with your call centre staff), but I still don't quite understand.
The router is quite evidently faulty - that much is clear from all the messages on this board about DNS errors. It is something TalkTalk are aware of. You'll happily ship out routers to others but because I'm apparently on some other plan/package (which nobody has really explained what that means), there is a reluctance to replace a faulty part of my equipment.
on 21-04-2021 03:17 PM
on 21-04-2021 11:39 AM
on 21-04-2021 11:37 AM
Hi @Antony9 there is no problem with using a third party router. A few things to be sure about. First make sure you go for a modem/router, adsl and vdsl compatible with WiFi.
New from the online boys will be between £100 and £200.
If you go down this route there is no guarantee it will solve your issue but every chance it will. Please don't bin the TT router they may well want it back one day and helps if you have other issues which can be remotely diagnosed.
If you would like any suggestions, without liability, happy to help.
21-04-2021 10:21 AM - edited 21-04-2021 10:44 AM
Thanks @Debbie-TalkTalk - I am prepared to change plans/packages (or if you let me know what the make of router it is, I'll buy the thing myself), I just need to be able to work properly. Thanks.
on 21-04-2021 10:12 AM
For specific plans/packages we can only send the Sagemcom router, apologies for this.
I will let you know as soon as I receive further information from our Products Team.
on 21-04-2021 09:36 AM
Hi @Divsec - tempting! But to be honest, I just need a router that works properly. There's evidently a problem with the Sagemcom and DNS dropouts so not entirely sure why they won't swap it.
on 21-04-2021 09:23 AM
Thanks Debbie. I'm not sure why my package doesn't include the ability to have a router swapped if it's not working but other people with the same problem does. I am more than willing to upgrade my package if required. Please let me know.
on 21-04-2021 09:15 AM
21-04-2021 08:46 AM - edited 21-04-2021 08:59 AM
Thanks @Debbie-TalkTalk - I'm afraid waiting for an indeterminate amount of time won't work and isn't what I pay for. Your router simply doesn't work.
My job relies on a stable connection. It is impossible for me to do my job otherwise. As TalkTalk are not giving me this, what are my options, please? I assume I would be able to leave Talktalk without any penalties?
on 21-04-2021 08:25 AM
I'm sorry, we can't send a different make and model of router, as your service specifically specifies the Sagemcom router.
We do have new firmware coming soon for the Sagemcom router which should resolve this issue. I don't have any specific dates as yet.
on 21-04-2021 07:47 AM
I tried leaving the router off overnight. Turned on this morning and still having dropouts and DNS errors (as show in the log below). To confirm, this is on a SAGEMCOM Fast 5364-3.T8 hub.
20-04-2021 07:58 PM - edited 20-04-2021 08:17 PM
Hi there. Thanks for you reply. I did as asked but still a string of errors in my router logs and periodic dropouts when connected to my VPN. Could you let me know what I can do? Also, other threads offer a replacement Huawei hub for this problem. Could you let me know how I can upgrade my package, if required, and get this sorted?
on 20-04-2021 05:48 PM
Hi @Antony9 I can see that the pros are trying to help and I will stay out of their way but it is possible that your employer vpn causing the issue with the sites you wish to connect to being on their blacklist?
on 20-04-2021 03:07 PM
I'm sorry, we can't send a different make and model of router, as your service specifically specifies the Sagemcom
Could you switch the modem and router off, leave them off for at least 30 minutes then switch first the modem back on then the router a couple of minutes later, then retest
on 20-04-2021 02:53 PM
I see other people with Sagemcom routers (Which I have) have had similar problems and this is a known TalkTalk problem with the router. Am I able to try another router, please?