Fibre Broadband no internet

[Kazp_1]

Good morning. 

Our fibre broadband keeps dropping out and saying 'no internet' even if we are connected to the WiFi. The light on the router is white static. My phone and TV are the only devices in the house that can connect, but even then it's slow. This is happening everyday now since last weds which is a massive problem as we work from home and need to connect to VPN. 

Would really appreciate any help. 

Many thanks.

Kind regards,

Karolyn

[Kazp_1]

Hi Debbie, 

Yes that's fine. We were  barely able to use the internet yesterday on current DNS settings - can I change DNS settings on the router to 8.8.8.8/8.8.4.4 to be able to connect for work purposes and if you let me know when you can update the firmware I will switch it back?

No worries if that's not possible though. We can work around it today and use our mobiles as hotspots. 

Thanks Debbie. 

Kind regards,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn

Thank you. I would like to make a change to your router firmware but I will need our device manager to do this.

Will it be ok if I update the FW to the latest version at some point today?

[Kazp_1]

Hi Debbie,

Have switched DNS on router back to talk talk servers so you can connect to it. 

Thanks,

Karolyn

[Debbie-TalkTalk]

Hi Karolyn 

We only provide a Sagemcom WIFI hub now.

Is your router switched on at the moment? I can't connect to your router to check the firmware version.

Thanks

Debbie

[Kazp_1]

Hi Chris,

I have been looking at DNS settings, as a troubleshooter I managed to run on my laptop while connected to the router but with 'no internet' showed DNS bad config and unable to connect to DNS etc. 

I changed DNS settings on the router to Google's 8.8.8.8/8.8.4.4 and this immediately connected everything that had disconnected without having to switch off the router. It seems stable on all devices this evening using Google DNS. 

Having looked into this problem further it seems that in this discussion below this is the exact issues we are having and Talk Talk are aware of an issue with the Sagemcom Router (which we have) and DNS errors......

https://community.talktalk.co.uk/t5/Fibre/DNS-issues-with-windows-10/td-p/2740483

Please can a new router that isn't a Sagemcom brand be sent for us to try to see if that finally resolves the issue?

Many thanks. 

Kind regards,

Karolyn 

[Kazp_1]

Hi Chris,

Yes mostly they do, although not always, sometimes it'll just be one device or it can be 2-3. Some things stay connected though, like my phone.

Thanks,

Karolyn 

[Chris-TalkTalk]

Ok thanks Karolyn,

You said that laptops and TV disconnect randomly, do they disconnect at the same time?

Chris

[Kazp_1]

Hi Chris,

Yes I've had to switch off the router about 4 times today to be able to get our laptops to reconnect. 

Thanks,

Karolyn

[Chris-TalkTalk]

Hi Karolyn,

Sorry to hear that the engineer hasn't resolved the problem. Could I just ask, have you rebooted the router today as there are a number of reconnections showing?

Chris

[Kazp_1]

Hi Chris,

The Openreach Engineer Alex came on Monday, spent 3 hours here, changed the faceplate in the house and drained an Openreach owned box outside where everyone's Broadband goes into that had become flooded and could potentially have created a shorting/voltage issue. He said otherwise there was nothing wrong with the line. 

He witnessed our laptops and tv disconnect randomly while he was here as he was just about to leave and whilst the white light on the router stayed on. We tried new cables to the router and switched between the two routers we have from you - one sent recently and one about a year old. 

The problem hasn't been resolved and it's just as bad as it was before, whichever router/cables we use. He told me to text him if the problem wasn't resolved after he left, and has said via WhatsApp this afternoon that this is a technical problem and I need to come back to you. He then called and said that he didn't change the port in the green box exchange on the street,  which might help the problem but he's an hour+ away so can't drop in to do this and that they don't always allow for this to take place (?), but that I need to come back to you to see if you can help and if not get another task raised for another engineer to investigate. I have attached the chat with Alex from Openreach from WhatsApp.

This is getting ridiculous, we've had this problem since November and don't understand why no one can sort it for us. 

Please can you help?

Many thanks.

Kind regards,

Karolyn

[Chris-TalkTalk]

Hi Karolyn,

I've booked the engineer appointment for Monday afternoon - January 16 2023, PM - please let us know how you get on

Chris

[Kazp_1]

Hi Chris,

Yes I will accept the charges, although between Openreach outages and Talk Talk the problem seems likely a result of a service issue. Openreach and Map Group UK are still digging up the pavement/working near to the green exchange box at the end of our road as they have been doing since before Christmas.

Yes I will answer the security questions.

Thanks Chris.

Kind regards,

Karolyn

[Chris-TalkTalk]

Hi Karolyn,

No problem. Could you just confirm that you accept potential engineer charges and answer the security questions that I sent in my previous PM

Thanks

Chris

[Kazp_1]

Hi Chris,

We will have to have an engineer out. We've got no internet even though the white light is on the router. I've tried the old router and it's exactly the same. It's worse than before Christmas. My mobile connects but that is it. 

 We can do between 1pm-6pm Monday to Friday.

Kind regards,

Karolyn

[Chris-TalkTalk]

OK Karolyn, no problem 

Chris

[Kazp_1]

Okay, well we'll monitor it for a couple of days now I've put the faceplate back, and if there is still dropping out during the day we will book the engineer visit.

Thanks Chris.

Kind regards,

Karolyn

[Chris-TalkTalk]

The line test is passing and isn't picking up any problems. I think the disconnection yesterday are probably just when you moved the router to the test socket. 

Chris

[Kazp_1]

Hi Chris,

Can I just check that there are no faults on the line itself? Has a test on the line been completed recently and is it all okay?

If your stats are showing reconnections when the router was  plugged into the test socket what could this mean? 

Many thanks.

Kind regards,

Karolyn

[Chris-TalkTalk]

Hi Karolyn,

If you'd like us to arrange the engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also sent you a PM to confirm some other details

Thanks

Chris

[Kazp_1]

Hi Michelle,

Yes please if you can arrange an engineer visit, we're still having problems this morning with it dropping out.

Kind regards,

Karolyn