Router light stays solid white but internet keeps going down

[JamesBr]

since around the 10th of December we have been having this issue where the internet drops out completely for all the devices in the household the light on the router stays a solid white as if nothing is wrong.

normally i would log in to the router page and restart it from there but each time i try it results in an "error communication gateway" message and does not log me in.

The only temporary fix i have found is completely disconnecting the router from the power and plugging it back in this will provide relief for anywhere from 30 minutes to a couple of hours before the issue happens again.

is there any resolution for this?

[Debbie-TalkTalk]

Hi @JamesBr 

This is the latest update on this fault:

We’re aware that some of our customers are having problems with their service. Your Wi-Fi Hub may experience a loss of connection while the white light remains on. We're sorry for the inconvenience this is causing, the team continue to work on  a resolution and testing is currently taking place on a potential fix. 

Please check back here for updates Service Status | TalkTalk Help & Support

Update 14:50PM  December 18th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs. We will continue to update this post as this solution is applied to all affected customers. 

[JamesBr]

Hello, 

since doing what was suggested to me in changing the DNS in my router the issue has since stopped but I don't know if that's also because of what Michelle said about a roll out repair being done

[Michelle-TalkTalk]

Hi @y2kenna 

I'm sorry to hear this. We've received an update from our engineers to let us know that they have potentially identified the issue and are in the process of rolling a fix out. We're hoping it will be completed by this morning but we'll also post back to let you know when it's complete so you can fully retest.

Thanks

Michelle

[y2kenna]

Has this helped? Mine is still dropping 3/4 times a day.

[Karl-TalkTalk]

Excellent, this will help us identify if the issue is re;ated to DNS.

Thanks  

Karl. 

[JamesBr]

it did yes i have changed the primary and secondary dns servers to the ones you stated

[Karl-TalkTalk]

Hi

If you reboot the router, will it let you log in ?

Karl.

[JamesBr]

Hi Karl,

I'm trying to change the dns server as instructed but even though my internet is currently working it doesn't seem to want to allow me to log into my router page.

I have tried logging in on both a wired and wireless connection and with 2 different devices but I keep receiving the "communication error with the gateway" error message each time.

[JamesBr]

Hi Karl, 

sure i’ll get that done right away 

[Karl-TalkTalk]

Hi

Can you change 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 

Karl. 

[JamesBr]

Hi Karl, 

Out of curiosity does the fact power cycling the router fixes the issue temporarily not make it look like a hardware issue? it’s been over a week of cut outs now and it’s starting to become a real issue with peoples work

[Karl-TalkTalk]

Hi @JamesBr 

Line tests are clear.  Our teams are working with our Network colleagues to investigate this issue.  As soon as we have an update, we will share this with the Community.

Thanks  

Karl. 

[Gliwmaeden2]

@allanatkins, please return to the message board and click on start a topic.

Staff will respond to the original poster, Monday to Friday. 

@Kaylee06, staff are aware of the issue. Posting on other customers' threads pushes the thread back in the queue. Please only post on your own. 

[allanatkins]

Have the exact same issue, constant white LED when internet stops. Affects both wireless & wired connections. Seems to have been worse since Friday 13th maybe as more devices being used as everyone at home and had grandson for the weekend too.

Quick off/on with the power brings it back operational for a period of time.

[Kaylee06]

The same is happening to so many people right now. Theres no solution for anyone that I can see

[JamesBr]

Hi Keith,

Thankyou very much for passing it on to the support team for me.

[KeithFrench]

Hi @JamesBr 

Thanks for that. I have asked one of TalkTalk's support to pick your thread up and investigate 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.

[JamesBr]

Hi there,

Yes its affecting both wired and wireless connected devices and factory reset doesn't provide any lasting remedy

[KeithFrench]

Is this affecting wired (Ethernet) as well as wireless devices? Have you tried the Factory Reset to put the router back to its default configuration?