Intermittent internet connection

[MikeeV]

Since Friday 13 December my internet connection has become intermittent.  All Wi-Fi and Ethernet connections go down.  A line test shows no issues and the white light on the FAST 5364, running version SG4K100206, stays on consistently but the only way to reconnect is to reboot.  The GUI also crashes randomly back to the login screen whilst selecting options.  I've checked the logs which show nothing, other than the loss of DNS name resolution failures, but I assume this is a symptom not the root cause.

Could my hub faulty?

[Debbie-TalkTalk]

Hi @MikeeV 

Update on the fault - it was an issue with the firmware that Sagemcom have now worked to resolve.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @MikeeV 

I'm so glad to hear this 🙂

I'm just waiting on information from our engineers to confirm what caused this issue.

I will post back here as soon as I have more information.

Thanks

Debbie

[MikeeV]

Hi Debbie,

The connection has now been reliable for a couple of days. Would it be possible to share the details of the issue?

Thanks for your help 

Mike

[Debbie-TalkTalk]

Hi @MikeeV 

This is the latest update on this fault.

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.

[Debbie-TalkTalk]

Thanks Mike @MikeeV 

I will let the engineers know.

Debbie

[MikeeV]

Hi Debbie,

It affects Apple, Android, Linux and Windows devices.

Mike

[Debbie-TalkTalk]

Hi @MikeeV 

QQ - Can I just check specifically what devices are affected when this issue happens please? Is it related to Apple devices only?

Which IOS version does the device have?

[Debbie-TalkTalk]

Hi @MikeeV 

Thank you 🙂

[MikeeV]

Hi Debbie,

Will do.

Mike

[Debbie-TalkTalk]

Hi @MikeeV 

Oh great thank you. Please can you let me know if this fault happens again today (after the DNS change)

[MikeeV]

Hi Debbie,

The DNS change has been made successfully.

Mike 

[Debbie-TalkTalk]

Hi @MikeeV 

Could you also try these settings again whilst the connection is working. You may need to reboot the router first.

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

[MikeeV]

Hi Debbie,

Apologies no, the router was rebooted last night at around 20:00 to reconnect. Will advise if it goes down during today.

Mike

[Debbie-TalkTalk]

Hi @MikeeV 

Sorry for the delay.

Is the connection still down this morning?

[MikeeV]

Hi Debbie,

it had just gone down.

Mike

[Debbie-TalkTalk]

Thanks Mike @MikeeV 

The engineers are working hard to get this fixed ASAP. It would just be handy to have a live example before the reboot of the router.

[MikeeV]

Hi Debbie,

understood. As it’s random will try to do so.

Mike 

[Debbie-TalkTalk]

@MikeeV  Could you let me know as soon as the fault occurs (without rebooting) I can then pass this straight over to the engineers.

[MikeeV]

Hi Debbie,

The connection is currently up and has been all morning.

Mike

[Debbie-TalkTalk]

Hi @MikeeV 

Is the fault present at the moment? (no connection - white light)

Our engineers need to take a look whilst a fault is present?