Router webpage does not recognise router name or passwod

[mackerel]

I have been having recurring wifi and internet outages. I have tried to access the router, but the webpage rejects the name I had changed it to and the original name.  I am using the router password - not the wifi password.  I have just reset the router but no change.

Also, when wifi works, I can connect to an extender successfully, but NOT the router itself.

[mackerel]

Chris

I'm now confused.  Keith suggests another router, and you suggest an engineer.  Which way do we go?

I will accept charges once they are agreed.  I am available generally all day.

[mackerel]

Keith

Thanks for your help

[KeithFrench]

Hi @mackerel 

Thanks for confirming it, to me the problem would sound like another faulty router as it is affecting everything and you see more disconnections than TalkTalk does. However, I have no choice but to leave you in the very capable hands of @Chris-TalkTalk 

[Chris-TalkTalk]

OK thanks. I think we've exhausted everything that we can so if you'd like to go ahead with the engineer visit can you confirm:

• That you accept potential Engineers charges
• Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.
• Confirm your mobile number (can you add this to your community profile)

Thanks

Chris

[mackerel]

Keith

Phones, tablet and computers are wireless, TV is wired.  Last night catch up TV stopped and there were outages at (I think) the same time on wireless items.

[mackerel]

Chris - it is the correct number

[KeithFrench]

Hi @mackerel 

I haven't been following your case very much for a while & the thread is very long. There seems to have been numerous problems. You've had the router replaced after I recommended that.

If you are seeing more outages than TalkTalk is, that suggests that the router is remaining connected to the internet OK at these other times. With the router having been replaced, I would think the problems might be down to the connection between your devices & the router. I may have asked you before, sorry I can't remember & I have no intention of reading all of the 70 replies, when you get the problem, is it affecting only wireless connections or wired (Ethernet) ones as well?

TalkTalk is not really responsible for the connections between the device & router, but this is an area where I can offer a lot of help.

[Chris-TalkTalk]

Sorry, no I can't explain what is happening, from our side your connection looks relatively stable with a very good connection speed and low error count. Could you dial 17070 from your landline and confirm that the number read back to you is your number (just want to make sure that you've not got a crossed line)

Chris

[mackerel]

Further to my reply a few minutes ago, it is taking for ever for pages to refresh on Chrome.  BBC weather just wouldn't refresh as it said it took too long.

Can you explain what is happening?

[mackerel]

Yes - definitely more than those.  Can you explain why it is dropping out?  It happens a number of times every day, generally.  Sometimes outage is brief, other times not.

[Chris-TalkTalk]

Thanks for checking. Line history is showing a reconnection at 20:10 yesterday, the one before was at 16:53 on the 18th. Does this match your experience or do you feel that the connection is dropping more often than this?

Chris

[mackerel]

A bout of internet dropping out around 19.30 tonight.  It's still not reliable enough........ and, no, I didn't see any dim lights

[mackerel]

Still working OK.  What have you done to stabilise things?

[Chris-TalkTalk]

Hi Mackerel,

How has it been since your last post?

Chris

[KeithFrench]

Apology accepted @mackerel 

[mackerel]

Keith

I apologise if I sound ungrateful - I'm not.  I appreciate your help.  But I still think my previous comment about Talktalk doing this type of monitoring is correct.  I guess the difference between us, as customers, is that you have an interest and skill in this area, whereas I just want to sit down and not worry about my internet connection.

[KeithFrench]

Hi @mackerel 

I appreciate that, but look at it from my point of view. I am just a customer as well, giving my time for free, trying to help you. My suggestion saves you from having to look at the light when the problem occurs. Plus, you don't have to even try to interrogate the log, as I have offered to do it for you.

[mackerel]

Keith

Thanks for the suggestion but I'm only the customer.  If this is a worthwhile thing to do, I would hope/expect Talktalk support engineers to be all over this in their quest for a solution.  I just want the seamless service I thought I was paying for.  I cannot believe how much time I (the paying customer)  have spent on this, especially the intense periods of frustration when there is no/intermittent internet connection.

[KeithFrench]

Hi @mackerel 

Why not look at the system log for the time period when you have had issues:-

Dashboard > See internet settings > Manage advanced settings > TalkTalk Wi-Fi Hub > Maintenance > Logs

If you do not know how to interpret it, I can do it for you.

[mackerel]

Perhaps I should have included a sarcastic smiley in my last note, but I couldn't find one.