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Internet Stops Working Midnight to 1am

Trystrem
Team Player
Message 128 of 128

Hi there,

 

live in the Milton Keynes area. I have an issue that the internet stop working from midnight till 1am almost every night. Any help?

 

thanks

127 REPLIES 127

Message 41 of 128

We’re having the same problem here in Thornton-Cleveleys, Lancashire. We was just watching The Virtues on catch-up and as soon as it got to 12am the internet has gone down, it’s done this on previous Sundays too, it’s so frustrating! I have typed in the problem through Google and it brought me to this website post. We have only been a customer for a few weeks but are thinking of going back with Sky as we never had any problems with them apart from a subscription price increase. Could someone please look into this. Please don’t ask me to check all the logistics as I already have. Thank-you.

0 Likes

Message 42 of 128

We’re having the same problem here in Thornton-Cleveleys, Lancashire. We was just watching The Virtues on catch-up and as soon as it got to 12am the internet has gone down, it’s done this on previous Sundays too, it’s so frustrating! I have typed in the problem through Google and it brought me to this website post. We have only been a customer for a few weeks but are thinking of going back with Sky as we never had any problems with them apart from a subscription price increase. Could someone please look into this. Please don’t ask me to check all the logistics as I already have. Thank-you.

0 Likes

Message 43 of 128

We’re having the same problem here in Thornton-Cleveleys, Lancashire. We was just watching The Virtues on catch-up and as soon as it got to 12am the internet has gone down, it’s done this on previous Sundays too, it’s so frustrating! I have typed in the problem through Google and it brought me to this website post. We have only been a customer for a few weeks but are thinking of going back with Sky as we never had any problems with them apart from a subscription price increase. Could someone please look into this. Please don’t ask me to check all the logistics as I already have. Thank-you.

0 Likes

Message 44 of 128
thanks Michelle - I eagerly await their response.
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Message 45 of 128

Hi Trystrem,

 

I'm sorry for the delay. I've raised this now and you'll be contacted within 5 working days by our complaints team.

 

Thanks

 

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Message 46 of 128

Yes please.!

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Message 47 of 128

Hi Trystrem,

 

Thanks for keeping us updated and I'm glad to hear that this is now working ok. I'm sorry for the time it has taken to get to the bottom of this for you. Would you like me to raise a complaint into our CEO's Office so that they can contact you to discuss this further?

 

Thanks

 

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Message 48 of 128
So the internet now works! Great news. I’m glad it’s finally resolved. However, I would like to point out that I was repeatedly told this was definitely an issue my end and that the issue has been on going since the line was connected (9 months ago).

I have printed out this forum chat which I will be seeking further advice with the ombudsman if I feel the appropriate compensation/apology is not received.

I will say this - this forum is has the best customer service of TalkTalk and I’d like to thank the OCEs for actually sorting the issue.

Please let me know about the above. Many thanks.

Message 49 of 128

Hi

 

This was a configuration fault on part of the network.  It was passed to senior network engineers to resolve, but we do not have the exact cause / resolution explanation, only that it was identified and resolved.

 

Thanks

 

Karl.  

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Message 50 of 128

Morning All

Well, the fix (whatever it was ?) worked for me 😁  I had uninterrupted browsing between midnight and 01:00am - Thanks to all concerned for their help in resolving the issue.

 

If someone could take the trouble to advise more precisely than "a network issue" what the cause actually was I'd really like to know !  

 

Cheers

Paul.

Message 51 of 128

Hi Trystrem,

 

The line tests were clear as this isn't a line issue, it was a issue on our Network which we are now hoping is resolved following some changes made by our Network Engineers.

 

Automatic Compensation will only cover total loss of service faults and unfortunately this is not classed as a TLOS fault. We also wouldn't be able to discuss the billing aspect until we're confident that the fault has been resolved. 

 

Thanks

 

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Message 52 of 128

thanks Michelle - but what was the issue as I was told time and time again that the line tests were coming back fine?

 

also how's the compensation coming along?

 

thanks

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Message 53 of 128
What was the issue?
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Message 54 of 128

Hi Trystrem,

 

Thank you 🙂 It was an issue on the Network which we now believe has been fixed.

 

Thanks

 

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Message 55 of 128
Thanks Michelle. Can you advise what change was made? I will post results on Monday morning.
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Michelle-TalkTalk
Support Team
Message 56 of 128

Hi Trystrem,

 

I've just received an update from our Network Team to advise that they have made a change which they think will resolve this issue. You no longer need to change the DNS settings. Could you let us know how you get on please?

 

Thanks

 

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Message 57 of 128

Do I get a cookie if it's the DNS issue I reported earlier in the thread? 😆

 

Anywho @Trystrem I hope this fixes it for you. Also that second traceroute bolsters my theory of a DNS fault.. That would be infrastructure, however fixing that would at least fix god knows how many peoples issues all at once - a good thing for talk talk. Thankfully the workaround is simply changing the DNS servers.

 

It could be both issues though? I still stand by it being the IP lease expiring after 24 hours (the timing being impeccable also bolsters my theory) and not renewing the lease on the IP address when it tries.

 

I dont suppose you know if you WAN IP addresss changes after the fault? If it does its undoubtedly the DHCP leasing. Maybe log your IP tonight prior to it disconnecting and then after the fault kicks in?

Message 58 of 128

@Michelle-TalkTalk I believe I am - it is the latest super router that you sent me.

 

** apologies no. its not the hg633. its the new router with the grill on the front.

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Message 59 of 128

Hi Trystrem,

 

I'm sorry for the delay. I am still looking into this with our Network Engineers at the moment. Just to confirm, are you currently using the HG633 or the wifi hub and I can provide instructions.

 

Thanks

 

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Message 60 of 128

@Chris-TalkTalk I beg to differ - 1 hour since the beginning of January for every week (when this thread was created) is 19 hours alone... the problem was notified to your customer service team before hand and has been an issue since my switch over in October. Not to mention the hours I've wasted on this forum, on the phone to tech support following their scripts etc.

 

for years I've been a great advocate of TalkTalk but no longer. no resolution. no admitting fault. no compensation for my time. nothing.

 

@Chris-TalkTalk where do I put these DNS numbers in?