Error "Name not resolved" when trying to get to web pages

[sure2watch]

Hi, I have had an HG 635 for some years, and I am on fast Fibre 35 but over the last few weeks I have trouble loading web pages, message "name not resolved" or "IP address could not be found". This applies to both computers in the house, laptop-wifi and desktop-ethernet, and Netflix/NowTV on the TV, where the message is different, speed check ok, but cant show the content on the TV.

A reboot (30 mins unplugged) helps for a while but in less than a day everything returns to the problem above. On the laptop I have cleared the cache, changed browsers, etc all to no avail.

Whilst looking at the microsoft Edge settings - privacy I saw a section on using secure DNS. when I changed the setting from "Use current service provider" to "choose a service provider" I selected DNS.Google and the web browsing problem above has been resolved.

I don't like doing this because I believe it disables TT Homesafe, and i worry about security on something not provided by TT ie using their DNS server.

So this is a temporary fix on my laptop only, what I would like to know is whether this is a router problem and I need a new one, or whether there is something else that needs to be done. I have been with TT many years, and this problem is driving me nuts! so any help would be much appreciated.

Thanks  Clive.

[Debbie-TalkTalk]

Hi Clive

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

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

Thanks

Debbie

[sure2watch]

P.S. forgot to say I'll be sending the old router back tomorrow or early next week.

[sure2watch]

Hi Michelle,

All set up and seems to be working well, the problems in my original post have gone. 

Still trying to set up my existing Netgear wi-fi extender though, 🙂 but the router is great. 

Thank you ever so much for your fast and great response, it's so good to be able to browse the web again without all the hassle we were having.

Best wishes

Clive

[Michelle-TalkTalk]

Morning,

Thanks for confirming and please let us know how you get on 🙂

Thanks

[sure2watch]

Hi Debbie

You must he psychic, I just opened the email when the man from Yodel knocked at the door !

I plan on setting it up this afternoon, fingers crossed.

Thanks for your help I'll let you know how I get on.

KRs

Clive

[Debbie-TalkTalk]

Hi Clive

Has the router arrived?

Thanks

[Debbie-TalkTalk]

Hi Clive

Thank you 🙂

Debbie

[sure2watch]

Thank Debbie,

I certainly will. Bye for now.

Clive

[Debbie-TalkTalk]

Hi Clive

I'm so glad to hear this 🙂

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

Please let us know how the connection compares with this router.

Thanks

Debbie

[sure2watch]

Hi Michelle,

That would be very helpful indeed, thank you for your speedy and helpful service.

I've been with TT for a long time now, and great service is one of the reasons why 🙂

You should have my address details I think.

Kind regards

Clive

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[ferguson]

HomeSafe operates at a network level, so does require TalkTalk DNS servers to work. There are lots of other applications that can do a similar, if not better job and it is no substitute for a "proper" antivirus program.

Personally, I have used a mix of Google and OpenDNS servers for many years with no issue, backed up by a web and AV protection program.

Having said all that your router is a bit long in the tooth, so the support team may well offer you a swap out when they pick this up next week.