Firmware Update

[SuperflyForever]

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.

[angelique-TT]

You're welcome. Please don't hesitate to chat back should you require any other assistance, thanks 🙂

[SuperflyForever]

Okay, well thank you. Hopefully that fixes the issue. Hopefully you won't be hearing from me again, but considering how dodgy the internet is at the house, you can probably bet you will be hearing from me again soon.

Thank you.

[SuperflyForever]

Oh right, so is that why the internet dropped out again just a moment ago?

[amahle-TT]

We believe that by completing the steps that we have just gone through, we have fixed your problem and your service should be working as expected.

If the issue happens again, please do not hesitate to contact so we can investigate further. Alternatively you can visit our community for more information and tips on how to keep a stable connection using the following link - https://community.talktalk.co.uk.

Is there anything else you would like me to assist you with at the moment?

[amahle-TT]

The router has been factory reset successfully.

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[amahle-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the dropping internet connection issue is resolved, I can assist you in reconnecting to the network.

I'll need to reset your router to defaults. This ensures it is set to it's factory settings and can resolve the dropping connection issue if a temporary problem has occurred on the router. If I'm unable to do this removety I'll need your help to complete this.

[amahle-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

[SuperflyForever]

There hasn't been any new equipment, no building work and there shouldn't have been anything happen to the wiring. We have been told by the engineer who came before that the wiring that comes up to the front of the house is a bit 'weird'.

He also said the little filter box thing that you plug into the wall does 'expire' or degrade after about a year or two, but I don't know to what degree of truth that brings.

[amahle-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[amahle-TT]

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

[SuperflyForever]

No, it will generally stay on all the time. The only time the router is turned off is when the internet will go out and not come back on for around 5 minutes. Then I will unplug everything and leave it for a little bit. But that usually doesn't fix anything either.

[amahle-TT]

Thank you for confirming , Do you regularly turn your broadband router off? For example, do you switch your router off at night?

[SuperflyForever]

To be honest, their aren't that many devices in the house that are connected to WiFi, only phones and tablets are. Other devices such as computers, tv's and what not are all on Wired. But everything will go out.

Edit: It used to do that until last year when an engineer fixed it. I think the internet has gone out once or twice in the past 9 months when a phone call happened. But it hasn't done that for a long time.

[amahle-TT]

Do you find that your internet cuts out whenever you make or receive phone calls from your landline?

[SuperflyForever]

The connection drops out on both the Wired and WiFi, everywhere and at the same time. The light on the router goes from the constant white to the orange blinking.

[amahle-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

Does the connection drop everywhere in your premises or in some parts?

[SuperflyForever]

Well, if something were to happen, we have mobile phones to make calls, yes.

[amahle-TT]

It means that are you going to be able to contact emergency services while you are experiencing this issue with your broadband?

[SuperflyForever]

I'm not quite sure what you are saying, but no one currently in the house requires such services.

[amahle-TT]

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?