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Have to frequently reset router

Crosland
Conversation Starter
Message 36 of 36

See previous problem (I can't seem to reply in the old topic) https://community.talktalk.co.uk/t5/Fibre/Have-to-Frequently-Reset-Router/m-p/2654925#M295198 we had a new router which seemed OK. Since then we have moved house and were sent another new router and now that has exactly the same problem as the original.

 

The router dashboard shows everything is connected but we have no internet on any device, whether wired direct to the router or wireless.

 

Manually resetting the router either from the dashboard or turning then power off/on fixes it.

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35 REPLIES 35

ferguson
Community Star
Message 1 of 36

OK, I know you say "wired" but that isn't of course strictly speaking the case with powerline adapters. Is it possible to connect the PC to the router directly by Ethernet cable for testing purposes? I realise that this may be inconvenient, but I think it really would help with diagnostics. What kind of age/spec/OS are we talking about with the PC by the way? 

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Crosland
Conversation Starter
Message 2 of 36

Running ARP tells me that 54:13... is IP 192.168.1.1, i.e., the router itself

00:0C... is the WiFi interface of the desktop. It probably appears in the log when I tried to connect after the wired interface went down.

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ferguson
Community Star
Message 3 of 36

Which of your devices correlate to those MAC addresses?

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Crosland
Conversation Starter
Message 4 of 36

Incoming phone line has one filter with phone and router plugged in.

 

I have had a number of SagemCom routers and the current one is a Huawei. All have had problems (look for my other posts in the forum).

 

Router has a Powerline network connected which has a TalkTalk TV box and desktop PC connected.

 

When the PC loses connectivity I switch it to use WiFi and that also has no connection.

 

Eventually it recovers and reconnects by the powerline network.

 

Here's another router log for a failure just a few minutes ago. Does it show anything?

 

2021-09-16 14:26:48 [Debug][Debug-Log] static:[dhcpc]receive Ack, wan[wan3], xid[3d6db407], mac[54:13:10:90:d6:46], request serverip[88.109.64.1], clientip[88.109.67.249], yourip[88.109.67.249], dns1[79.79.79.79], dns2[79.79.79.80]
2021-09-16 14:32:48 [Debug][Debug-Log] static:[dhcpc]receive Ack, wan[wan3], xid[3d6db407], mac[54:13:10:90:d6:46], request serverip[88.109.64.1], clientip[88.109.67.249], yourip[88.109.67.249], dns1[79.79.79.79], dns2[79.79.79.80]
2021-09-16 14:37:28 [Debug][Debug-Log] static:[FBT HG][STA NOTIFY][ONLINE][STAMAC:00:0c:43:01:d8:58 VMAC:00:0c:43:01:d8:58 SrvAP:0 11K:1 11V:1]

2021-09-16 14:37:28 [Debug][Debug-Log] static:[dhcp6s] terminal device mac[]
2021-09-16 14:37:29 [Debug][Debug-Log] static:[dhcpd]receive Discover, xid[362246ec], mac[00:0c:43:01:d8:58], requestip[192.168.1.35], option60[MSFT 5.0]
2021-09-16 14:37:29 [Critical][Debug-Log] static:[dhcpd]xid[362246ec] choose [main] address pool
2021-09-16 14:37:31 [Debug][Debug-Log] static:[dhcpd]send Ack, xid[362246ec], mac[00:0c:43:01:d8:58], request serverip[192.168.1.1], yourip[192.168.1.35], dns1[192.168.1.1]
2021-09-16 14:38:13 [Debug][Debug-Log] static:[FBT HG][STA DEL][OFFLINE][STAMAC:00:0c:43:01:d8:58 VMAC:00:0c:43:01:d8:58 SrvAP:0]
2021-09-16 14:38:48 [Debug][Debug-Log] static:[dhcpc]receive Ack, wan[wan3], xid[3d6db407], mac[54:13:10:90:d6:46], request serverip[88.109.64.1], clientip[88.109.67.249], yourip[88.109.67.249], dns1[79.79.79.79], dns2[79.79.79.80]

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Message 5 of 36

Hello,

 

I'm sorry to hear this. I've re-run the line test now which hasn't detected a fault and the connection looks stable. Have you tested with both a Sagemcom and a Huawei Wifi Hub? Are you using any powerline adapters? Are any of your devices connected wired when this happens?

 

Thanks

 

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Crosland
Conversation Starter
Message 6 of 36

I though this had gone away but it is still happening. Here are the last few lines from  the router debug log. Does it tell you anything?

 

2021-09-14 17:31:37 [Debug][Debug-Log] static:[dhcpc]receive Ack, wan[wan3], xid[3d6db407], mac[54:13:10:90:d6:46], request serverip[88.109.64.1], clientip[88.109.67.249], yourip[88.109.67.249], dns1[79.79.79.79], dns2[79.79.79.80]
2021-09-14 17:35:35 [Debug][Debug-Log] static:[FBT HG][STA NOTIFY][ONLINE][STAMAC:00:0c:43:01:d8:58 VMAC:00:0c:43:01:d8:58 SrvAP:0 11K:1 11V:1]

2021-09-14 17:35:35 [Debug][Debug-Log] static:[dhcpd]send Ack, xid[63ebbd60], mac[00:0c:43:01:d8:58], request serverip[192.168.1.1], yourip[192.168.1.35], dns1[192.168.1.1]
2021-09-14 17:35:36 [Debug][Debug-Log] static:[dhcp6s] terminal device mac[00:0c:43:01:d8:58]
2021-09-14 17:37:38 [Debug][Debug-Log] static:[dhcpc]receive Ack, wan[wan3], xid[3d6db407], mac[54:13:10:90:d6:46], request serverip[88.109.64.1], clientip[88.109.67.249], yourip[88.109.67.249], dns1[79.79.79.79], dns2[79.79.79.80]

 

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Message 7 of 36

Hi,

 

Apologies for the confusion, I mean a laptop, mobile phones, etc, to rule out any issues with the PC?

 

Thanks

 

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Crosland
Conversation Starter
Message 8 of 36

What do you mean by "line"?

 

The phone line connects to one phone and the hub (with appropriate filters).

 

The PC is connected by Powerline to the hub, but the WiFi connections (from the same PC) always fails when the wired connection fails, so I do not think it is a problem with the Powerline adapters.

 

There are other powerline adapters but nothing connected at the moment.

 

There are a number of other devices connecting by WiFi.

 

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Message 9 of 36

Hi,

 

Is the PC the only device that you have connected to the line?

 

Thanks

 

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Crosland
Conversation Starter
Message 10 of 36

Last time was around midday today. I came back to the PC and it had lost connection. Again I switched to WiFi and that had no internet either. It came back after a minute or two. Coincidence or triggered by me changing connections? Who knows?

 

Before that around mid-afternoon and 18:00 on the 6th (but I didn't use the PC much over the weekend).

 

Not sure if it's just the PC. It's Win10 Pro with all updates applied when they are pushed out by Microsoft, if you know of any issues, 

 

Andrew

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Message 11 of 36

Hello,

 

I'm really sorry for the delay in getting back to you. I've re-run the line test which is clear and the connection looks stable for 4 days. Just to confirm, when was the connection last unstable? Does this only happen on the PC? 

 

Thanks

 

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Crosland
Conversation Starter
Message 12 of 36

Bump.

 

Any admins seen this?

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Crosland
Conversation Starter
Message 13 of 36

The Huawei hub is no better. I have had four total drop outs over the last couple of days.

 

My desktop PC is normally connected via powerline and loses the connection to the internet. I switch to WiFi and that has no internet either, but I can login to the hub's dashboard via wifi and that shows everything is supposedly OK.

 

If I don't manually reset the router then it seems to reset by itself after a few minutes. On one occasion I was trying to find the DNS settings (I now realise it's not possible on this hub) when I was dumped back to the dashboard login page. 

 

These hub problems started in a different property so I don't think the line itself is faulty.

 

I have stuck with TalkTalk despite a number of issues over the years (the data breach, screwed up house move leaving me with no connection for two weeks and a succession of hubs that do not work), but I am now losing all confidence that you can actually provide the service I am paying for.

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Message 14 of 36

Hi Andrew

 

I've ordered this again (Huawei Hub) Please allow 24-48hrs for this to arrive.

 

Please let us know how you get on.

 

Thanks

 

Debbie

Crosland
Conversation Starter
Message 15 of 36

Yes, please try again.

 

Andrew

Message 16 of 36

Hi Crosland

 

I'm really sorry about this. I can try requesting the Huawei WIFI hub again, would you like me to try this?

 

Thanks

 

Debbie

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Skynet_TX
Community Star
Message 17 of 36

Certainly can't give a guarantee it will fix it, as I say, it has fixed the issue for me, but some other customers seem to still have issues. There are two screens in the router where you can modify DNS settings, there is only a chance it will fix it if you change the settings in :

 

  1. Select See internet settings
  2. Select Manage advanced settings
  3. Select  TalkTalk WiFi Hub
  4. Select DNS Tab

This change to the settings is really a work around, TalkTalk are working on a new version of firmware for the Sagemcom that will properly fix the issue, but if changing the settings works then it will act as a good workaround until that new firmware is released, no date has been confirmed for the new firmware yet, it is likely to be at least a month or so away.

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Crosland
Conversation Starter
Message 18 of 36

Well, they were supposed to send a Huawei but sent another Sagemcom.

 

This is the 4th Sagemcom in under a year on two different lines.

 

I know how to change the DNS server, but I'm not interested unless someone can give a cast-iron guarantee it's a complete fix.

 

Andrew

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Skynet_TX
Community Star
Message 19 of 36

Hi @Crosland,

 

If the only Hub you have tested with is the Sagemcom (the one with the bronze colour behind the holes on the front), and the issue you are seeing is that the LED remains white, but some or all of your devices lose internet access, and a reboot fixes it for a certain amount of time, then you may be suffering from the known issue with DNS on the Sagemcom.

 

The Huawei hub is not affected by this issue, so if the staff here could send you one of those then that may well help. However if you are comfortable with logging into the Sagemcom and changing some settings then there is a chance that might work around the problem for you, it doesn't help for everyone, but it did resolve the problem for me. If you want me to give you details of what settings to change then let me know and I can paste the info into this thread.

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Message 20 of 36

Hi

 

the 2 hubs we provide are the sagemcom and the Huawei. If both are dropping the connection, then there could be an external issue and an engineer could be required.

 

Do the drops affect wired and wifi connected devices or only wifi ?

 

We could try the Dlink router to see if that holds the connection better for you.

 

Thanks  

 

Karl. 

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