Connection drop outs. Light remains white on router

[Adetrick]

Since Friday we have been experiencing several drop outs per day. Affects both wired and WiFi devices. Light stays white on the router but no internet connection.

Connection only reestablishes when we switch the router on and off. We have tested the line which says it’s ok.

We have changed the asdl filter and the cable from the socket to the router. We have also hard reset the router. Still keeps randomly happening.

Router is the FAST5364.

Looks like it’s not only us who are experiencing this issue.

i work from home so really need a stable connection.

[Michelle-TalkTalk]

Morning,

Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

Thanks for the update and we'll check back in with you in a few days to see how you're getting on.

Thanks

Michelle

[Adetrick]

I'm not sure i made the changes correctly first time. I tried it again last night and have been connected for 12 hours since. This is the longest it's been since last Friday. I'll report back if any further drop outs.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've fed this back to our engineers now and we'll keep you updated as soon as we know more.

Thanks

Michelle

[Adetrick]

Well that didn’t last long. Next drop out occurred at 20:14

[Adetrick]

Made the change at 19:58 after I got back from work. I’ll let you know if there’s any more drop outs.

[Karl-TalkTalk]

Thank You.

Karl.

[Adetrick]

Ok will do. 

I'll report back.

[Karl-TalkTalk]

Hi

Can you change the DNS Settings in your router to use Google DNS, and test this over the course of the day to see if this resolves the connectivity issue where the router light remains white.

Please report back if this does help as this will aid our investigation.

Change your router DNS settings to use Google DNS.

• Open your web browser, type http://192.168.1.1 into the address bar and press Enter
• Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
• Select See internet settings
• Select Manage advanced settings
• Select TalkTalk WiFi Hub
• Select DNS Tab
• Make sure ON is enabled 
• Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8  Secondary = 8.8.4.4 )
• Select Apply

Please note ;  If you currently use any Homesafe services such as Homework Time etc.  This will not work whilst you have the DNS set to Google.

Thanks 

Karl. 

[Damien82]

Mine is exactly the same, started Friday morning and tried everything you have. Going to struggle to work this week if it's not resolved ASAP. 

[Adetrick]

Just to add - telephone line is still working and has no issues or dropouts.

I have completely unplugged the router from the wall and left for an hour. Still have connections drop outs this morning.

Looking at all the similar issues people have been having since Friday - this is a problem with the service. As this is day 4 I am assuming this triggers the OFCOM compensation payments.

Your colleagues on X are responding as per the attached picture so they are acknowledging there is an issue.

[SimonFD]

Hi 

if it’s any consolation mines the same. Started Friday and I’ve now had to reset dozens of times. 

a message did come up on the support chat saying it’s a known issue and they have escalated with the hardware supplier. 

hope they fix it soon as it’s getting really annoying.