Issues. Replacement router?

[Rwhunited2]

Hello.

We have had multiple drops of internet, but the white light stays lit on the router. I have a mesh system connected via lan which loses internet connection and all WiFi devices stay connected but lose internet. I am also unable to login to the router on 192.168.1.1 when this happens as it says bad gateway or something, but can login any other time.

Live chat says all line tests are fine and it is an issue with in home equipment. I can book an engineer “optimisation” visit for £75. 

I requested a replacement router on live chat but was declined. What do I do now? Do I have to leave, or leave and rejoin to get a new router?

Any help or advice welcome.

[Michelle-TalkTalk]

Hello,

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.

Thanks

Michelle

[Michelle-TalkTalk]

Good morning,

Our Network and Faults Escalation Team are both investigating the issue (white light on router/no internet connection) and I'm hoping to know more today. I'll post back here as soon as I receive an update.

Thanks

Michelle

[Gliwmaeden2]

Staff are kept informed when we notice an uptick in certain problems, @Rwhunited2, but they won't be able to respond till after the weekend. 

Any general issues will be posted on the Service Status Dashboard:

https://community.talktalk.co.uk/t5/Service-Status-Dashboard/bd-p/service

[Rwhunited2]

Not to come across as argumentative, but I have spent the last 20 minutes looking at this forum, twitter and down detector and it seems A LOT of people are having the same issues. Router light stays white, lose all internet connections and requires a manual reset. And it seems common this has started occurring this week, potentially all around the Sunday.

Do we know if TalkTalk are going to acknowledge a widespread issue here?  

[Rwhunited2]

Just too add, router light stays white, when I try and log into the router on 192.168.1.1 this is the error I get.

[Gliwmaeden2]

Staff will follow up on Monday, @Rwhunited2.

[Rwhunited2]

Hi Michelle. The mystery continues! The mesh system has been unplugged all day. Internet has just dropped again. 

Could we please arrange an engineer visit? Anytime is fine and I assume if they find an issue, we would not be charged? Thanks

[Rwhunited2]

Thank you Michelle. I have asked on TP Link forums as well to see if it might be a setting within the mesh system 

[Michelle-TalkTalk]

Hi,

Ok thanks for confirming. I'm currently looking into this with our Devices Team. I'll check back in with you on Monday to see how the connection has been over the weekend?

Thanks

Michelle

[Rwhunited2]

Sunday 8th this started. We had the storm over the weekend, but I’m not sure if this is coincidental correlation! We had no power cuts or anything. 

[Michelle-TalkTalk]

Hello,

It does sound strange. Do you know roughly when this issue started?

Thanks

Michelle

[Rwhunited2]

Hi Michelle,

It’s very strange. I have unplugged my mesh system and it seems to be more stable. Very strange scenario. I will persevere and see if any drops happen with the mesh unplugged, it seems like the mesh is in effect crashing the router. The router light stays white, but all internet dies.

[Michelle-TalkTalk]

Morning,

Thank you for the update and I'm sorry to hear this. I've re-run the line test now which is clear, however I can see re-connections on the line. Did you also replace the cables and microfilter? The next step would be to arrange an engineer visit to the property if all testing has been completed. 

If you'd like to go ahead with this then please can you provide a few days availability AM (8-1) and PM (1-6) and also confirm that you accept possible time related engineer charges and we can arrange a visit for you.

Thanks

Michelle

[Rwhunited2]

Hi Chris, new router arrived today and I have installed it. Still getting the drops with it. I have taken the faceplate off and plugged into the test socket with a filter. I have also unplugged the mesh system from the router for now to make sure this wasn’t doing anything.

It seems to go worse of an evening which is strange.

Thanks

[Chris-TalkTalk]

I've checked, the router was dispatched yesterday so you should hopefully receive it today or tomorrow

Chris

[Rwhunited2]

Hi Chris. I have had a call from talk talk today after last nights live chat and offered me a router. 

I would like one, are you able to check if this has been done from them? If not, could you sort? 

thanks

[Chris-TalkTalk]

OK thanks. I can send another router to test with, would you like me to arrange this?

Chris

[Rwhunited2]

The Wi-Fi hub.

The internet is currently down, dropped mid work call.

[Chris-TalkTalk]

OK thanks, so which router do you currently have connected?

Chris

[Rwhunited2]

We only have the 1 telephone socket in the house.