Internet keeps dropping out

[Emma110]

Hi, for the past week my internet keeps dropping out. The light on the box remains white but the internet doesn’t work. I have restarted the router numerous times and checked the connection but it just says that there is no issue. I have tried to contact TalkTalk multiple times and I can never get through to speak to anyone! I am on the verge of leaving TalkTalk if I cannot get this issue resolved. Please can I get a replacement router sent to me?

[Debbie-TalkTalk]

Hi @Emma110 

This is the latest update on this issue 

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.

[Emma110]

Hi Michelle,

I’ve managed to get in and have got as ‘Manage Advanced Settings’, however when I click on ‘TalkTalk WiFi Hub’ it kicks me out. I’ve tried a few times but it does the same thing each time. 

[Emma110]

Thanks. Got it.

[Gliwmaeden2]

Router password, @Emma110.

It's on the stuck on label, behind the removable bit. NOT the WiFi password. 

[Emma110]

Ok thanks Michelle.

[Michelle-TalkTalk]

Hi Emma,

It's ok thanks for trying. Our engineers are still working to resolve this so I'll post back again as soon as I know more.

Thanks

Michelle

[Emma110]

Hi Michelle,

I went to http://192.168.1.1 and typed in the username admin (in lower case) and then typed in my Wi-Fi password on the settings card however it said that the login information was incorrect. 

[Michelle-TalkTalk]

Hi Emma,

Our engineers are investigating this issue and they have asked if you can try the below:

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

[Michelle-TalkTalk]

No Problem. Hopefully we'll hopefully know more this morning.

Thanks

Michelle

[Emma110]

Thanks very much Michelle. I looking forward to hearing from you.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. We're currently looking into this with our Fault Escalations Team and I will post back as soon as we receive an update.

Thanks

Michelle

[Gliwmaeden2]

Yes, sorry, it gets confusing if you post on another customer's thread.

Will reply on your own, @Andii.

[Andii]

@Gliwmaeden2 I already have seeing as I can't get through on live chat or phone call at all tonight. 

[Gliwmaeden2]

@Andii, you will need to start your own thread if you need forum staff to investigate this for you.

@Emma110, staff will be back on here from Monday. 

You would need to give Talktalk much longer to resolve the issue for them to waive early termination fees, if you wish to change provider. 

If you have total loss of service, automatic compensation is paid after resolution of the issue:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Edit: cross posting due to the page not refreshing....

[Emma110]

Thank you Ferguson. I’ll await to hear from them on Monday.

[ferguson]

@Emma110 

The support team here will be happy to help, but please bear in mind that they won't be back online until Monday.

@Andii 

I see you have started your own topic, please wait for a response there. 

[Andii]

I'm having the same problem. Cannot get in touch with anyone about it!