Intermittent internet connection
on 15-12-2024 11:57 AM
Message 29 of 29
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?
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28 REPLIES 28
on 23-12-2024 10:16 AM
Message 1 of 29
Hi @MikeeV
Update on the fault - it was an issue with the firmware that Sagemcom have now worked to resolve.
Thanks
Debbie
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on 19-12-2024 10:02 AM
Message 2 of 29
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
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on 19-12-2024 09:23 AM
Message 3 of 29
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
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on 18-12-2024 07:13 AM
Message 4 of 29
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.
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on 17-12-2024 01:26 PM
Message 5 of 29
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on 17-12-2024 12:34 PM
Message 6 of 29
Hi Debbie,
It affects Apple, Android, Linux and Windows devices.
Mike
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on 17-12-2024 11:36 AM
Message 7 of 29
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?
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on 17-12-2024 09:45 AM
Message 8 of 29
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on 17-12-2024 09:39 AM
Message 9 of 29
Hi Debbie,
Will do.
Mike
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on 17-12-2024 09:32 AM
Message 10 of 29
Hi @MikeeV
Oh great thank you. Please can you let me know if this fault happens again today (after the DNS change)
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on 17-12-2024 09:26 AM
Message 11 of 29
Hi Debbie,
The DNS change has been made successfully.
Mike
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on 17-12-2024 08:17 AM
Message 12 of 29
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
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on 17-12-2024 07:52 AM
Message 13 of 29
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
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on 17-12-2024 07:04 AM
Message 14 of 29
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on 16-12-2024 06:57 PM
Message 15 of 29
Hi Debbie,
it had just gone down.
Mike
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on 16-12-2024 01:45 PM
Message 16 of 29
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.
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on 16-12-2024 01:44 PM
Message 17 of 29
Hi Debbie,
understood. As it’s random will try to do so.
Mike
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on 16-12-2024 01:24 PM
Message 18 of 29
@MikeeV Could you let me know as soon as the fault occurs (without rebooting) I can then pass this straight over to the engineers.
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on 16-12-2024 01:23 PM
Message 19 of 29
Hi Debbie,
The connection is currently up and has been all morning.
Mike
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on 16-12-2024 01:10 PM
Message 20 of 29
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?
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