Internet Connections keep dropping (White light remains on)

[rachbt]

I have had a problem with internet connection dropping since about Monday (9th December), even though at all times the router light remains white as if connected with service. This is for ALL wired and wireless connected devices. If I restart the router (the TalkTalk Wi-Fi Hub, leaving it for at least 20 minutes), the connection comes back, but it fully drops again anywhere between the following day or only after a few hours. We haven't changed anything about our setup. I last had to reboot the router at 7.30pm today.

I really need to get this resolved as my family work from home - I have already been through two live chats where they suggested a factory reset button on the back of the route. It lasted about an hour before the same issue returned.

I suspect an issue with the router is the problem, but resetting the router only helps for a short period. Are you able to help to get this fixed?

[Debbie-TalkTalk]

Hi @rachbt 

No problem.

Please let me know if you do experience any further issues today.

Thanks

Debbie

[rachbt]

Thank you @Debbie-TalkTalk for the update.

[Debbie-TalkTalk]

Hi @rachbt 

This is the latest update on this fault.

Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

[rachbt]

Hi again @Michelle-TalkTalk , many thanks for getting back this morning with the additional advice.  Unfortunately I was away for much of today so haven't as yet been able to change the DNS settings to Google as suggested.  But, the rest of the household has reported no problems with the internet dropping at all today, and in total has been up for just over a day now. 

Therefore I was a bit reluctant to change the DNS this evening if things appears to be working - however would it still assist your investigations if I did go ahead and change it to google still? Thanks again.

[Michelle-TalkTalk]

Good morning,

Thanks for testing the replacement router. We believe that this fault is related to an ongoing fault that our engineers are currently investigating and we're hoping to know more today.

Can you try changing the DNS Settings in your router to use Google DNS, and test this over the course of the day to see if this resolves the connectivity issue where the router light remains white.

Please report back if this does help as this will aid our investigation.

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled 
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8  Secondary = 8.8.4.4 )
Select Apply
 

Please note ;  If you currently use any Homesafe services such as Homework Time etc.  This will not work whilst you have the DNS set to Google.

Thanks

Michelle

[rachbt]

Hi @Debbie-TalkTalk , thank you again for sending another router out to us, which arrived safely this morning.  We plugged it all in, including using all the new cables and filter that came with, but unfortunately we are experiencing the same issue of losing internet for all wired and wireless connected devices (the light remains 'white' at all times). However, further to this unfortunately the connection now only lasts for 10 - 30 minutes before dropping out again, with only a router reset to bring it back again.  

Please can you help us with what to do next, as the service is essentially now unusable with the level of drop out.  Hope to hear from you soon, thanks.

[Michelle-TalkTalk]

Hi curls and Andii,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[Andii]

Same issue for me too and now we have to wait until Monday for a response! 

[Gliwmaeden2]

"Exactly the same issue" means you will need to start your own thread, @curls.

Staff only respond to the original poster to avoid confusion in the thread, and so you need to return to the message board and click on start a topic to begin your own.

Forum staff will respond to that after the weekend. They are on here during the day, Monday to Friday. 

[curls]

Exactly the same issue here, my friend.

Reset/restart fixes it for a very small period of time (about 30mins) and then it loses connection again. No ethernet, no wifi.

I was 'fortunate' to have access to another router from talk talk but yet again, the connection dropped.

I have run the line tests and it says there is no issue found. But of course now there is nobody to speak to and the tech chat haven't responded in 2 hours.

Frustrated beyond belief.

[Debbie-TalkTalk]

Hi @rachbt 

Thank you 🙂

Debbie

[rachbt]

Thank you Debbie, it is much appreciated.  When the router arrives, I'll will let you know how the connection is.  Thank you again for your prompt response!

[Debbie-TalkTalk]

Hi @rachbt 

Thanks for updating your Community Profile.

I've completed a line test and this hasn't detected any faults so I have ordered you a replacement router for testing, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Debbie

[rachbt]

Hi Debbie, thanks so much for replying.  I've added those details to my Community Profile, which I hope you can see okay.  If you need me to do anything further, then do please let me know.

[Debbie-TalkTalk]

Hi @rachbt 

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie