on 14-09-2021 09:02 PM
I work from home and for some time now my work laptop seems to regularly lose connectivity with my company VPN. Also we have to restart the router 2 or 3 times a day now, as broadband speed seems to drop. I have a TalkTalk Wi-Fi Hub aka Sagemcom FAST5364 (v3.00) running SG4K10002816t firmware. The Logs on this router show numerous ‘DNS name resolution failures’. I see from these Community pages that there is a new version of the firmware for this router, SG4K100130, which fixes these problems.
Please can you arrange for this firmware upgrade to be applied to our router.
on 16-09-2021 04:02 PM
I wrote some instructions for another customer a few weeks back, so I'll paste them below with the full details...
At present your router will be acting as the DNS server for all of your devices, so when the DNS stops working in your router all of your devices will lose internet access. However you could configure your router so that it just tells all of your devices to use the TalkTalk DNS servers directly, therefore your devices won't use the router as a DNS server, and so shouldn’t be affected if the routers DNS stops working.
If you wanted to try this you just need to follow the instructions for the 'Wi-Fi Hub' here (ensure you go to the screen described in this article, as there are two screens in the router where you can modify DNS settings, but you must change the settings on the specific screen described in this article for this potential fix to work). If you have changed the DNS settings in the other screen you may need to set that back to 'automatic' before it will let you change the settings on this screen.
If you have never changed these settings before you will probably find that the primary DNS server is set to 192.168.1.1 (i.e. the router itself). You could change the settings as follows :
Primary : 126.96.36.199
Secondary : 188.8.131.52
These are the current preferred TalkTalk DNS servers (they are mentioned at the bottom of that webpage so you know they really are genuine TalkTalk DNS servers).
Having changed the settings you would need to make your devices disconnect and reconnect to the router (you could just reboot the devices or the router). When your devices have reconnected they will be configured to use those two addresses above as their DNS servers. So from that point on the devices will use the TalkTalk DNS servers directly rather than going via the routers DNS service.
Making this change may well resolve the issues for you, but if you do ever want to 'undo' this change all you need to do is put the old values back into that screen, or you could just factory reset the router by holding in the pinhole reset switch on the back for over 10 seconds, as that will return all settings back to their initial defaults.
Note that you could use the google DNS servers rather than TalkTalk, but it should not matter, the fault is not with the TalkTalk DNS servers, it is with the DNS service in the router, which you would be bypassing by making the changes described above.
If you rely on your router to provide DNS routing for your home LAN then making the changes above may cause problems with that, but if you just have devices that require internet access then this should help resolve the problems.
on 16-09-2021 03:41 PM
Thanks for the update Karl,
I've changed my DNS to 184.108.40.206 & 220.127.116.11, however still getting numerus ‘DNS name resolution failures’ (do I need to reboot the router / client devices before this change takes effect?)
Hoping my router is somewhere near the top of the firmware update list, as working from home (connecting to company VPN) seems to be getting more difficult by the day!
on 16-09-2021 11:01 AM
The firmware is rolling out in batches and will be applied to your router over the course of the next few weeks.
Whilst waiting for the new firmware, can you log into the router and change the DNS to google 18.104.22.168 & 22.214.171.124
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 16-09-2021 06:07 AM
on 14-09-2021 09:07 PM
This new firmware is being rolled out to batches of customers over time, so you would get it automatically fairly soon anyway. The new firmware does fix an issue that can cause your devices to lose internet access due to DNS resolution errors.
The staff here will be able to pick this post up over the next few days to advise further.