Router randomly restarts

[RossieP]

Hi Talk Talk

We have been having issues for the past couple of weeks now where either the broadband connection is dropping or something is causing the router to reset...

1981-01-01 00:00:13 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER

This is happening multiple times per day and is very disruptive as we lose both wired and wireless connections for a couple of minutes at a time as it goes through the reset cycle.

We have run through all of the required checks with Support (Eg. REP-14043019) 
several times and seem to be going around in circles as no fault can be found. 

Router details : 

Huawei - DG8041W;
HWVer:I.1.01;
SWVer:v1.08t;

Would it please be possible to send us a new router for testing so this can at least be ruled out, as this current router is nearly 2 years old again. 

Thanks for your help in advance.

Neil & Ros

[Debbie-TalkTalk]

Thanks for your help @KeithFrench 🙂

[KeithFrench]

You're very welcome @RossieP 

[Debbie-TalkTalk]

Hi RossieP

That's great news, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[RossieP]

Hi Debbie

Yes, replacement router received and appears (touch wood) to be performing well with no drop outs so far. 

The old router has been returned via the Post Office. 

Thanks to yourself and @KeithFrench for the quick turnaround.

Regards

RossieP

[Debbie-TalkTalk]

Hi RossieP

Have you received the replacement router?

Thanks

[Debbie-TalkTalk]

Hi RossieP

Apologies for this.

I've ordered a Sagemcom WIFI hub, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[KeithFrench]

Yes, this is a known problem with firmware V1.08 and I think that the current policy is to replace it with a Sagamecom FAST 5364 router. I have asked one of TalkTalk's support to pick your thread up and arrange 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.