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internet dropping out nearly every day since Feb 21 only way to fix by turning TT router off / on

David2020
Popular Poster
Message 14 of 14

Finally had enough of this literally a year to the day in Feb 21 from signing an 18 month contract my Talk Talk internet connection started dropping out. The only way I can get it working again is by turning the router provided by Talk Talk off and back on again.
I believe its a NTE 5 connection box I've tested a wired phone in the socket and it sounds fine.

I suspect the issue may be the Talk Talk router as all of the devices I'm having problems with work fine on other WIFI sources. The one exception is my Xbox which I don't use anywhere else but here at home so I cant check that but and that also keeps seeing the internet drop out.

Everything worked fine for the first year now I'm up and down pretty much every day sometimes multiple times a day at different times of day having to turn the router off and back on 

Any suggestions please?

Many Thanks

Kind Regards

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13 REPLIES 13

Message 1 of 14

Hi David

 

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

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

David2020
Popular Poster
Message 2 of 14

Michelle

 

Hello, if the Huawei one will stop the issue and replace the Talk Talk one that appears to be experiencing the issue then please feel free to send it.

 

Many Thanks

 

Kind Regards

 

David 

Michelle-TalkTalk
Support Team
Message 3 of 14

Hi David,

 

I think it would be worth testing with the Huawei Wifi Hub, are you happy me to send this? We do have new firmware coming for the Sagemcom router, however this has been delayed slightly and it's now looking like it won't be released until next month at the earliest.

 

Thanks

 

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Message 4 of 14

Hi @David2020,

 

You are perfectly free to change the settings in the router, in fact there is a page on this website that tells you how to do it, as it is a common setting that many people like to change anyway.

 

The Sagemcom router does work fine for many customers, but over recent months it has become clear that the DNS issue has started to affect a number of customers. If this is the issue that is causing you problems, then making the change to the settings is a simple way to work around the problem. A replacement router of a different type may well fix the problem too, but if you are happy with the Sagemcom apart from this annoying issue then changing the settings might be worth a try just to see if it does indeed resolve the issue for you.

 

I personally have a Sagemcom router that worked fine for many months, but then this issue started to affect me more and more as time went on, applying the workaround described below has resolved the issue with my router.

 

TalkTalk are testing a new version of firmware that will resolve this issue, but a release date for this new firmware has not been announced yet.

 

The Sagemcom & Huawei hubs are very similar, they even look pretty much the same. The Huawei does not have this DNS bug, but some customers do find that one or the other brand of router tends to work better on their particular phone line, so if you have been happy with the Sagemcom up until having this issue I'd be tempted to try changing these settings to see if it did resolve the problems and mean you could stick with the Sagemcom.

 

I wrote some details for another customer a few weeks ago, so I'll paste them below, this describes exactly what you need to change, but of course, if you would prefer to just get a replacement Huawei hub then the staff here could arrange that for you....

 

 

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 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 : 79.79.79.79
Secondary : 79.79.79.80

 

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.

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Message 5 of 14

Two parts to this message one for Skynet and on for Michelle

@Skynet

 

Many thanks for the reply the routers I have been sent by Talk Talk are the ones with the holes and bronze colour behind the holes, and going on what you have stated about the known fault this ties up with the issues I have been seeing since February.
In light of this being a known issue Im baffled why was I sent the same type of router as a replacement and a bit frustrated that this has been a known issue since at least February 2021 when I started having these issues and we are now in June 2021 and Talk Talk have not sorted the issue? Obviously my frustration is not aimed at you.skynet

Im sure I could change the settings in the router with the correct instruction but am I allowed to by Talk Talk? or is the Huawei Hub any better?

 

@michelle 

Hello, What is the most straight forward solution, will the Huawei wifi hub solve this issue, is it better or worse than the supplied Talk Talk one ?

 

Also as I semi ranted in my reply to Skynet Im baffled why was I sent the same type of router as a replacement and a bit frustrated that this has been a known issue since at least February 2021 when I started having these issues and we are now in June 2021 and Talk Talk have not sorted the issue? Its been a nightmare for me having to mess around pretty much everyday resetting the internet, and I'm a little frustrated I have been paying for a service that hasn't been provided by Talk Talk consistently for the last 4 months due to an issue Talk Talk are actually aware off..

 

Kind Regards

 

David

Michelle-TalkTalk
Support Team
Message 6 of 14

Hi David,

 

Would you like us to send the Huawei Wifi Hub instead?

 

Thanks

 

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Message 7 of 14

Hi @David2020,

 

Assuming you are using the Sagemcom Wi-Fi Hub (the one with the bronze colour behind the holes on the front), you may well be experiencing a known issue that affects the DNS service of the Sagemcom router, this issue can cause some or all of your devices to randomly lose internet access, but the LED remains solid white as normal, and a reboot will get things working again for a period of time. TalkTalk are currently working on a new version of the firmware that will fix the issue, but they have not confirmed when this will be released.

 

If you are comfortable with logging into the router and changing some settings then I could give you details of something you could do that might work around the issue and stop it from causing this problem. If you would rather not do this then the staff here will be able to offer further help, they may be able to provide a replacement router of a different type for you (i.e. the Huawei Wi-Fi Hub).

Message 8 of 14

Evening

 

I believe both routers were identical I sent the first one back a couple of weeks ago

 

Kind Regards

 

David

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Michelle-TalkTalk
Support Team
Message 9 of 14

Hi David,

 

Are both routers the same make and model?

 

Thanks

 

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Message 10 of 14

Hi @David2020,

 

Are both routers you have tried the Sagemcom Wi-Fi Hub (the one with the bronze colour behind the holes on the front) ?

Message 11 of 14

Afternoon

 

So many thanks for the new router Karl. I wired it up when you guys sent it and returned the old one. Unfortunately slowly but surely the internet is dropping out again perhaps with a little less frequency though initially.

 

When the internet has dropped out the light on the router is still blue. I have just wired in my laptop directly and there was still no internet. Weirdly sometimes if I try to connect my phone by wifi  when it says nothing else will connect to the internet the screen on my phone says no internet at the top but then it connects after a few seconds (data on phone switched off) so If Im honest this to me looks like some sort of throttling on my internet as a small amount of signal must be making it through for my phone to sometimes still get online.

Again this issue is effecting all the computers / laptops in the house and games consoles and our phones with slightly less frequency 

 

The only way again to solve the issue is by turning the router off for a few seconds and then back on again which appears to solve the issue for a while.

 

I have also moved the location of the router to ensure nothing is interfering with the signal.

 

Any suggestions as I'm really sick of this issue now.

 

Many Thanks

 

Kind Regards

 

David

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Karl-TalkTalk
Support Team
Message 12 of 14

Hi

 

All tests are clear but I can see some drops.

 

I'll get a replacement router to you so hardware can be ruled out, see if this helps.

 

Thanks  

 

Karl. 

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Skynet_TX
Community Star
Message 13 of 14

Hi @David2020,

 

What make / model of router do you have.

 

What do the light(s) do on the router when you have this issue.

 

Do all devices lose connection at the same time (wired and wireless).

 

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

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