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Broadband help

For queries about your TalkTalk broadband service.

Firmware Update

SuperflyForever
Conversation Starter
Private Message TalkTalk
Message 121 of 121

Hello there, I saw after some searching that people were requesting an update pushed to their router. We recently upgrade to Fibre 65 and despite the offer saying we would be provided with a new router, we didn't get one sent. So instead we bought one but it seems that the firmware according to some posts I gleamed through on the forums here that it needs an update.

 

Over the past few weeks since having the new router, we will have had inconsistent disconnections. It will sometimes happen multiple times in an hour or once every 24 hours. I saw people saying it was some DNS issue, but before I went messing around with that by myself, I was hoping to get some proper support before I go ahead with that.

 

The current router firmware is #SG4K10002816.

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120 REPLIES 120

Message 21 of 121

Hi SuperflyForever

 

I'm really sorry to hear this.

 

The line test is clear and I can see 1 re connection.

 

Is the connection dropping out the same time every night? (1am)

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Message 22 of 121

Sadly, me again. Around 1 am last night, the internet dropped out again. We haven't had any issues with the phone ringing and knocking it out, yet. But it seems like the issue with the disconnections is still happening, sadly.

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Message 23 of 121

Hi SuperflyForever

 

🙂

 

If you do experience any further drops in connection then please post back here and we can run some more line tests.

 

Thanks

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Message 24 of 121

Will do that, the next time it goes out, I will turn it off for 30 minutes as you suggested. The phone just rang a minute ago and it didn't knock the internet. I will admit, when the phone rang, I did tense up a little, haha.

 

Thanks again.

Message 25 of 121

Line test is passing now so it looks as though the engineer has resolved some issues. If the disconnections continue can you switch the router off and leave it off for at least 30 minutes then switch back on and monitor to see if the disconnections continue. Please let us know how you get on

Chris

Message 26 of 121

Around an hour ago, we had an engineer here, he said he did some work outside and fixed a potential fault, and he replaced the filter we had. But as of 5 minutes ago, we are still getting the random connection breaks.

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Message 27 of 121

Hi SuperflyForever

 

Have Openreach contacted you today? There are no updates on the fault ticket as yet but we will keep monitoring.

 

Thanks

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Message 28 of 121

Hi SuperflyForever

 

I can see that the fault has been assigned to a line engineer this morning so we should hopefully have further updates later this afternoon.

 

Thanks

 

Debbie

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Message 29 of 121

Thank you for the help, it's greatly appreciated. It's quite frustrating having the internet in this state of "will it go out?" constantly.

 

Thank you again.

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Message 30 of 121

OK thanks. I've raised this to Openreach as a non-appointed task. They will investigate over the next 72 hours and may contact you directly if they need to access your home

 

Chris

Message 31 of 121

Hello, from what I'm aware of, we only have one telephone line in the house. I had a look at the socket to find that test socket thing, but in a previous issue we had, an engineer came over to fix the socket in which he put a new bracket/faceplate thing, he didn't put a cover on it, but it looks like it's only the one socket on it.

 

So from what I can figure out, it's already plugged into the test socket?

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Message 32 of 121

OK thanks. How many telephone sockets do you have? Have you tried connecting the router and telephone to the test socket - Your guide to main phone sockets - TalkTalk Help & Support

 

Chris

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Message 33 of 121

Thank you for getting back to me. I can't say I have noticed any noise on the phone, we don't make too many calls, but when we get one or make one, can't say anything has been noticed. Making calls doesn't seem to knock the internet out, but every incoming call knocks out the internet, and the internet just goes out randomly. It went out about 4–5 times in the early afternoon, then nothing until about 1 am.

 

Thank you.

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Message 34 of 121

Hi superfly,

 

I'm sorry to hear that you're experiencing problems with your service again. Line test is picking up a potential issue, is there any noise on your telephone line? Are you able to make and receive calls OK?

Chris

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Message 35 of 121

I'll re-escalate this for you, @SuperflyForever.

 

Staff will respond during the day (Monday to Friday).

Gliwmaeden2, a fellow customer.
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SuperflyForever
Conversation Starter
Private Message TalkTalk
Message 36 of 121

Hello, it's been a while, and sadly I am back here having to voice my issues again. Over the past few weeks, we've been getting a lot of internet outages and very randomly too. The old issue we had where the phone would ring and knock the internet out has come back. And today, the router has disconnected 3 times within about 1-2 hours. I have zero idea what is going on, for a few months, we had no issues at all and it feels like I am needing to keep my fingers crossed at all times in hopes we don't lose connection all the time.

 

I don't know if it's the router playing up, the connection to the junction box (again) or something else.

 

Thank you.

 

Just to add: So quite literally as I was writing this, I hit the 'post' button. The phone rang and knocked out the connection again. This is all so completely unacceptable, I hope we can find out this issue, as the internet is practically unusable at this point for more than minutes at a time.

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Message 37 of 121
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Message 38 of 121

Hello Debbie, we haven't had any events yet, the phone has been a little quiet since Saturday. But I will keep you informed.

 

Thank you for the follow up.

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Message 39 of 121

Hi SuperflyForever

 

Thanks for your reply.

 

How's the connection been since your last post?

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Message 40 of 121

The filter arrived an hour ago and I have set it up, I will let you know if and when the internet may go out when a phone call comes in.

 

Thank you again.

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