Router webpage not loading

[johnnyj]

On the last three Fridays at approximately 10pm my internet has gone down for between 10 minutes and an hour. Thinking it strange that it's at the same time every week, I thought I'd check the router settings.  However, the router login page will not load (FAST5364). I've tried a couple of fixes to check that it isn't a PC problem (eg disable firewall), but no joy.  Note that I have accessed the router webpage before (last time was a few weeks ago) and have not changed any PC settings.  Any ideas?

[Michelle-TalkTalk]

Hello,

Ok, thank you.

Thanks 🙂

[johnnyj]

No problem, I'll pop it in the post in the next couple of days.  Thanks again.

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm glad to hear this 🙂 Unfortunately one of the routers would need to be returned to us using the router returns bag provided.

Thanks

[johnnyj]

Hi,

Another two weeks have passed and everything still seems to be okay. 

Would it be okay if I held onto the old router for use as a spare or for testing should anything go wrong in future?

Thanks for your help.

John

[Karl-TalkTalk]

Hi

That's great news, thanks for letting me know.

Regards,

Karl. 

[johnnyj]

It's been over a week now and everything seems to be working okay, hopefully that'll be it resolved.

[Karl-TalkTalk]

Hi

Monitor the connection going forward, and any issues, just report back here 🙂

Karl.

[johnnyj]

Apologies for the slow update - life got in the way and I was unable to install the new router until Wednesday.

Unable to access router login page.  Unfortunately, the new router did not solve this problem.  However, further investigation suggests that this is a Microsoft Edge problem - I tried using another browser (annoyed that I didn’t think of it earlier) and the page loaded.  After even more investigation, I found that inserting https:// before the router address loaded the page in Edge.

Internet dropping intermittently.  So far, no drops but it’s only been a couple of days.  Hopefully it’ll stay up; I’ll monitor the situation for a couple of weeks and update the thread with any progress.

[Debbie-TalkTalk]

Hi johnnyj

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[johnnyj]

Yes please, hopefully that will sort things. 

[Michelle-TalkTalk]

Morning,

Ok, thanks for trying this. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[johnnyj]

I've just reset the router. Unfortunately I still can't access the UI. 

[Chris-TalkTalk]

OK thanks, if you're still unable to access the router's UI could you reset it to factory default settings and retest - Restore your router to factory settings - TalkTalk Help & Support

Chris

[johnnyj]

Hi Chris, last time it happened, as a test, I swapped the cables to the Sky box and NAS and noticed the light flashing and settling to green. At the time I thought that I had accidentally pressed the OFF button (thinking about it now, I would have had to press the button twice).  Internet did come back at the time, but I didn't think of checking the connection to the NAS; connection has been okay since, apart from being unable to load the router webpage. 

[Chris-TalkTalk]

Hi johnnyj,

Does the light change on your router when the connections drops?

Chris

[johnnyj]

I can confirm that HomeSafe/Kidsafe is off. I have also tried temporarily switching off the firewall.

[Michelle-TalkTalk]

Hello,

Can I just confirm, are you using HomeSafe/Kidsafe? You can check this in your My Account.

Thanks

[Skynet_TX]

You could try a factory reset of the router, by holding in the reset switch on the back for over 10 seconds, but note that this would lose any settings you have ever changed in the router.

The support team here will be back tomorrow and will be able to assist further. If they think the router has developed a fault they would be able to arrange a replacement for you.

[johnnyj]

Thanks @Skynet_TX , profile updated.

I get the following message.

Hmmm… can't reach this page

It looks like the webpage at http://192.168.1.1/ might be having issues or it may have moved permanently to a new web address.

ERR_TUNNEL_CONNECTION_FAILED

I searched the error code and tried some of the suggestions but to no avail.  Note too that I have a NAS connected via the router and cannot reach that either.

[Skynet_TX]

Hi @johnnyj,

What problem do you get, does the page just not load at all, or do you get some sort of error message ?

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

• Your name
• Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR add your account number to the ‘private notes’ section if you have Full Fibre with no landline
• An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.