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27-08-2024 12:21 PM - edited 27-08-2024 12:27 PM
I have a TP-Link mesh system (main pod cabled to router) so WIFI turned off on the router as we use the pods around the house instead. Had this in place since 2019 with no issues. I also keep the pods up to date with firmware releases from tplink.
I have TalkTalk Fibre 65 and a Huwaei HG633 Router.
3 weeks ago all internet stopped but router internet light still flashing away happily as usual.
Tried these steps:
The last two weeks I have turned off router, waited over 20 mins, turned it on again and it makes everything happy again so it is definitely the router.
BOT Help chat was useless. They wanted to reset my router to factory settings in the middle of my working day. I was only asking if my router needed a firmware update or if I needed a new one.
Anyone else had this issue and been sent a firmware upgrade to apply or given any other solution?
on 29-08-2024 12:59 PM
I've ordered a router, it should be with you within a couple of working days. Please let us know how you get on
Chris
Chris, Community Team
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on 29-08-2024 09:49 AM
I have tried using wifi on the router instead of the tp link pods and I have tried 3 different ethernet cables so I am sure it is the router but you never know! And this is the first time I have seen the light go off and then turn red but I haven't been next to it when it goes off. We can give it a try if you think it might help.
I saw today there is a case open looking at issues in my area, I don't remember opening one, did you want to check that before sending out a router to try?
on 29-08-2024 09:03 AM
Morning,
I'm sorry to hear this. Would you like us to send a replacement router to rule this out? This would be the wifi hub router.
Michelle
on 29-08-2024 08:59 AM
So it went again this morning around 0805. This time the light on the router went out then came back on red. Not seen that before but I haven't been sat next to it when it goes down. That's two days between downtimes. When the light came back on green I did a speedcheck and got 1Mbps. Turned it off and on again and then did another speedcheck and we are back up at 68Mbps.
I am wired to the router via ethernet since I did the factory reset, I only put the pods back on yesterday and turned the wifi off on the router.
Should I do another reset?
on 27-08-2024 01:19 PM
No problem. Just post back here if you still need assistance with this 🙂
Michelle
on 27-08-2024 01:17 PM
Thanks. Answered my own question regarding connection to wifi hub. Its just a newer router with new name. Will check factory reset. It will probably be another week before it goes down again though so will report back next week.
on 27-08-2024 01:03 PM
Hi,
You shouldn't need to do this very often. I've just checked with my colleague Karl and this should work on the Wifi Hub router.
Thanks
Michelle
27-08-2024 12:55 PM - edited 27-08-2024 01:01 PM
I mean factory reset.
on 27-08-2024 12:50 PM
Ok, please let us know how you get on. If it's still happening then we can replace the router but this would be with a Wifi Hub instead.
How often is it needed if I haven't changed anything in the past few years?
Do you mean reboot the router?
Thanks
Michelle
on 27-08-2024 12:46 PM
I will test the factory reset and try again. The line in is perfect, no issues there on any of the tests.
How often is it needed if I haven't changed anything in the past few years?
on 27-08-2024 12:37 PM
Good afternoon,
Thank you. I've checked the router firmware and this has not recently changed and also has the most up to date version. I've also run a test on the line which is clear.
We no longer supply the HG633 routers. Did you have a chance to try factory resetting the router and then retest it again?
Thanks
Michelle
on 27-08-2024 12:27 PM
All done
on 27-08-2024 12:25 PM
Hello,
Can you please update your community profile to include your:
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
Michelle