cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Broadband help

For queries about your TalkTalk broadband service.

Losing DNS Connection

JJG_57
Popular Poster
Private Message
Message 28 of 28

I'm frequently losing connection to my DNS server. When this happens I can ping a known IP address e.g. 8.8.8.8 but if I ping something like bbc.co.uk it fails.

 

I can sometimes fix it by going to the router admin console and changing DNS providers, say from Talk Talk to Google and maybe back again. However sometimes I need to restart the router.

 

Sometimes it stays stable for several days, but other times it fails again within minutes. When it fails there are no error lights visible - the white light stays on as usual.

 

I have a Sagemcom router, firmware version SG4K10002829t

 

Any advice welcome.

0 Likes
27 REPLIES 27

Message 21 of 28

Hi JJG_57

 

I'm still chasing this with our Devices Team and I will post back as soon as I receive an update.

 

Thanks

 

Debbie

0 Likes

Message 22 of 28

Hi JJG_57

 

I've been advised by our Devices Team that we are still experiencing an issue pushing the update out to routers and this should be resolved within the next week.

 

Will it be ok if I try this again next week?

0 Likes

Message 23 of 28

Hi JJG_57

 

I'm sorry for the delay. We are experiencing an issue updating the firmware at the moment.

 

I will post back to confirm once the firmware update has been completed.

0 Likes

Message 24 of 28

Hi JJG_57

 

I'm really sorry about this. I have passed this over to our Devices Team and I've asked them to push the 158 FW update to your router. I will post back to confirm once this has been completed.

 

Please can you keep your router powered up.

 

Thanks

Message 25 of 28

Is there any update on this please?

 

I'm still on version SG4K10002829t and still experiencing frequent loss of connectivity.

 

I will need to look at alternative ISPs if it isn't resolved soon.

 

 

0 Likes

Debbie-TalkTalk
Support Team
Staff
Private Message
Message 26 of 28

Hi JJG_57

 

Apologies for this.

 

Our Devices Team will be updating all routers with firmware version 2829 over the next couple of weeks.

 

Please can you leave the router powered on all the time. The firmware update is usually pushed out overnight.

 

Thanks

0 Likes

KeithFrench
Community Star
Private Message TalkTalk
Message 27 of 28

That is an out-of-date firmware version, perhaps you will need V158, which is the current one. I have asked one of TalkTalk's support to pick your thread up and upgrade it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Anonymous User