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Periodic loss of internet connect - how do I extract the router logs?

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12 REPLIES 12
agzol
Participant

Router is the SAGEMCOM FAST 5364

I'm experiencing what appears to be "regular" interruptions to my internet connections.

I've noticed this when streaming (Netflix) as well as on my various Windows PCs. Typically 0700 and 1900 ?

It seems to me that something might be happening at the exchange with say traffic profiling but in order to establish a trend I need to examine the router log.

This has over 1000 pages so I'm looking for a way to dump the log to a file so that I can search it using tools on my PC. The router facilities are poor.

Any suggestions?

Anyone else experiencing regular disconnections? 

KeithFrench
Community Star

Currently you cannot get the log off the router, plus there are a lot of bugs in the system log. I have raised all of this with the developers.

 

When this happens you can check the log if it even covers that period and take a screenshot of it.

 

What happens to the light on the router when this happens?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

agzol
Participant
agzol
Participant

Sorry, my message are not being posted.

Had another loss in internet connection at 18:39.

Looked at the log but it's stck at 23.59 31/8/19

Tried restarting router - no change.

 

(Why can't you attach jpg files?)

KeithFrench
Community Star

You can include JPG files and most other image types, but you need to use the Insert Photos button on the toolbar.

 

The system log not updating is one of the bugs that I have reported. When you have the failure, what happens to the light on the front or the Connection Up-Time quoted on the initial Dashboard when you log into the router?

 

Does this instability affect wired connections as well as wired ones?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

agzol
Participant

I will endeavour to check the router LED next time.

 

The router info doesn't suggest a router or ADSL restart

 

This happens on wired and wireless connections i.e. PC connected via power line adapters via a hub and TV's when streaming over wifi. 

 

So, I take it there is no way to reset the log - what about a factory reset?

Who tests these devices for TalkTalk ?

 

If this continues I might try the old TT router just to see if I can get some diagnostics

Community Team

Hi agzol,

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks

Chris

agzol
Participant
Profile updated.
BTW I've now changed my DNS to OPENDNS , otherwise the router config is std
Community Team

Thanks for updating your profile 

 

I've taken a look at the line history and authentication logs and they show 2 reconnections in the last 2 days but nothing prior to that for at least 10 days 

 

Do you have any device connected directly to the router by Ethernet cable (rather that powerline adapters)?

Chris

agzol
Participant

Nothing connected via cable.

Usually verify loss of internet using another device.

Will record details of further incidents. 

 

What was the cause of previous reconnections apart from the restart I initiated?

 

 

Rgds

Community Team

OK thanks.

 

(Sorry, I don't know the cause of the disconnections)

 

Chris

 

 

agzol
Participant

OK so another loss of connection which lasted about 3 mins at around 18:29.

I'm running pinginfo and the log shows

 

06/09/2019 18:29:02,dns.google,8.8.8.8,,,,,Request Timeout
06/09/2019 18:29:02,public-dns-a.as9105.net,79.79.79.79,,,,,Request Timeout
06/09/2019 18:29:33,dns.google,8.8.8.8,,,,,Request Timeout
06/09/2019 18:29:33,public-dns-a.as9105.net,79.79.79.79,,,,,Request Timeout
06/09/2019 18:30:04,dns.google,8.8.8.8,,,,,Request Timeout
06/09/2019 18:30:04,public-dns-a.as9105.net,79.79.79.79,,,,,Request Timeout
06/09/2019 18:30:35,dns.google,8.8.8.8,,,,,Request Timeout
06/09/2019 18:30:35,public-dns-a.as9105.net,79.79.79.79,,,,,Request Timeout
06/09/2019 18:31:06,dns.google,8.8.8.8,,,,,Request Timeout
06/09/2019 18:31:06,public-dns-a.as9105.net,79.79.79.79,,,,,Request Timeout
06/09/2019 18:31:37,dns.google,8.8.8.8,,,,,Request Timeout
06/09/2019 18:31:37,public-dns-a.as9105.net,79.79.79.79,,,,,Request Timeout
06/09/2019 18:32:08,dns.google,8.8.8.8,,,,,Request Timeout
06/09/2019 18:32:08,public-dns-a.as9105.net,79.79.79.79,,,,,Request Timeout

 

Windows network trouble shooter :-

 

router 190906 1829.jpg

 

The router LED is normal (white).

I switched to wifi and still no connection.

I logged into the router to check the internet connection which showed as a red X but instantly changed to a green tick.

 

The event log shows this which is close to the time.

 

clipboard_image_0.png

 

Any suggestions?

Community Team

Hi agzol

 

Apologies for the delay.

 

I've checked the connection stats and the connection appears to have remained stable since 06/09.

 

Thanks

 

Debbie