Why do I need to perform frequent router reboots to maintain my device performance?

[Jonesy247]

Title says it all really. I have to reboot my router multiple times a day to maintain the connection service to my laptop and my TV. If I don't everything gets really slow and websites hang-up and TV connectivity is poor. 

I've tested the Router speed to devices and straight after a reboot I get speeds as follows:

Speed to devices (download) 35 Mbps (classed as Good)

Speed to devices (upload) 8 Mbps

However, during the session these speeds decline as follows:

Speed to devices (download) 24 Mbps (classed as Poor)

Speed to devices (upload) 7 Mbps

I typically have to reboot the router 2 or 3 times a day due to performance dropping off.

Does this sound like TalkTalk need to send me a new router?

[Debbie-TalkTalk]

Hi @Jonesy247 

Thanks for your reply.

Please let us know how you get on.

[Jonesy247]

Hi @Debbie-TalkTalk. A correction to my last post. Now I've completed the router swap I can confirm that although the units looked superficially similar they are different. The old unit was Huawei DG8041W-2.T5 while the new unit is a SageMCOM Fast 5364-3.T8.

I'm initially having some problems with my Norton Protection package not being able to select a private network via the new router, which it was able to do with the older model. I'm not sure what's going on with that yet but I'll start a completely new query on that if I can't sort it myself.

Thanks

[ferguson]

It may look superficially similar, but if you look further at the sticker details you will see that the old one was made by Huawei and the current one by Sagemcom. 

[Jonesy247]

Thanks @Debbie-TalkTalk. Yes the replacement router was delivered today.

Ironically, it looks like (from external appearance alone) the replacement router is identical to the current one. So let's hope there is a fault with the old one and the replacement will operate more reliably. I'm going to swap them over now.

Thanks for your help.

[Debbie-TalkTalk]

Hi @Jonesy247 

Our warehouse team have confirmed that the router was dispatched on 12/02 and Royal Mail will be delivering this today. Sorry again for the delays.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @Jonesy247 

I'm really sorry to hear this. I will contact our warehouse team now and I will post back here as soon as I have further information.

Thanks

Debbie

[Jonesy247]

Thanks @Chris-TalkTalk and @Debbie-TalkTalk for your continued assistance with this.

As of today (Sat. 15th Feb) I've still not received a replacement Router. It's both mysterious and frustrating, but I do appreciate you've both being trying to get this resolved for me.

What do I need to do next?

[Chris-TalkTalk]

Thanks for updating your profile. I've ordered another router, it should be with you within 5 working days

Chris

[Jonesy247]

Hi Debbie,

Profile has been updated as requested.

Thanks

[Debbie-TalkTalk]

Hi @Jonesy247 

Apologies for this.

Please can you add your TalkTalk landline number to your Community Profile, I can then check on the router order.

Thanks

Debbie

[Jonesy247]

Hi @Debbie-TalkTalk. Thanks so much to you and others @KeithFrench for helping on this matter. Unfortunately the new replacement router that you reordered on 23rd January never arrived. Please could you advise how I should follow up on this? Many thanks

[Debbie-TalkTalk]

Thanks @KeithFrench 🙂

[KeithFrench]

Hi @Jonesy247 

If you still have problems after the new router, please let me know.

[Debbie-TalkTalk]

Hi @Jonesy247 

I've ordered you a replacement router, please allow 48hrs for this to arrive.

Thanks

Debbie

[Gliwmaeden2]

Yes, and @Jonesy247, these don't get updates these days, so no doubt getting creaky!

[ferguson]

I think we have a slightly tired Huawei hub on our hands and it could probably do with replacing.  🙂

[Gliwmaeden2]

@Jonesy247, your package will be described in your contract summary documents [check old emails!] or if you simply sign into My Account to look at your bills etc.

Without knowing the package description it will be difficult for KeithFrench to assess the issue.

[Jonesy247]

Sorry for delay. been away for work.

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?

Router type is: DG8041W-2.T5

2. What package are you on?

Don't know for sure. Landline and broadband. 

3. What is the exact status of the lights on the front of the router when this happens, prior to rebooting it?

Originally (when the router was new) during a reboot the lights would toggle between orange and blue flashing, eventually settling on the continuous blue LED when the reboot was complete. However, the blue LED stopped working a long while ago (many months), so now the reboot cycle just flashes orange and then has no light at all when the reboot is complete.

4. If you have any wired connections, are they affected in the same way as wireless ones?

I don't have any hard-wired devices.

[Chris-TalkTalk]

Hi Jonesy247

If you still need assistance can you please answer Keith's questions and can you update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[KeithFrench]

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. What is the exact status of the lights on the front of the router when this happens, prior to rebooting it?
4. If you have any wired connections, are they affected in the same way as wireless ones?