Internet down

[djpurle]

I have a Sagem FAST 5364 modem (firmware SG4K100136)  which has happily been providing a robust and heavily used connection over vDSL for many months.

Since 0035 on Sunday morning, I have intermittent DNS and routing issues. Connection to external websites either fails or is extremely slow.

A ping to 8.8.8.8 shows 50% to 100% packet loss.

The problem has persisted for over 30 hours.

I have powered down and disconnected modem for 30mins to restart my session.

I have expected line sync at 80000/20000 and a DHCP connection serving public IP address and DNS servers identified. The modem is showing solid white led.

A Tallktalk connection test indicates I have a healthy connection, which I do not.

I am testing with a wired LAN connection directly onto my modem which is connected to the master Openstream socket. There have been no changes to the setup or cabling.

The modem logs show failure to connect to the TR069 server with DNS look up and “failed to connect” messages.

This does not seem to be an issue with my modem, rather routing/DNS at TalkTalk end.

Please help!

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this and thanks for the update 🙂

Thanks

[djpurle]

Hi Michelle

Internet is very stable and no further issues.

Many thanks to you and the team for your help!

Regards
David

[Michelle-TalkTalk]

Morning,

Just checking in to see how the connection has been since the FW update?

Thanks

[Karl-TalkTalk]

Hi

I've updated the router firmware to V174.

Thanks  

Karl. 

[djpurle]

Hi Debbie
Please go ahead.

Thanks

[Debbie-TalkTalk]

Hi David

That's great,  thanks for letting us know.

Would you like me to update this router firmware to latest version?

[djpurle]

Hi Debbie
The new router has arrived and is now up and running on v136 firmware.

Please note that after the issues over the weekend and support call, the connection came back alive on Monday evening.
I was able to get a borrowed modem connecting as well as my original TalkTalk hub.
I still suspect that there was an external infrastructure issue.

Anyway, normal service is restored.

Many thanks for your help

[Debbie-TalkTalk]

Hi David

Have you received the replacement router?

[Debbie-TalkTalk]

Hi David

Ahh you're very welcome 🙂

Debbie

[djpurle]

Great!
Will get back to you.

Thanks to you and Michelle for your timely responses today.

Regards

David 

[Debbie-TalkTalk]

Hi David

No problem.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know once the new router is connected and I will check the firmware on this router.

Thanks

[djpurle]

Thanks Debbie

Yes please

[Debbie-TalkTalk]

Hi David

Apologies, I still can't connect to the router.

Would you like me to send a replacement router?

[djpurle]

Hi Debbie
Router has rebooted and connected (solid white LED).
Please go ahead and see if you can connect/update.

Thanks
David

[Debbie-TalkTalk]

Hi David

Thank you. Once the router has been switched back on after the 30 minute power down then please let me know and I will try and connect again.

Debbie

[djpurle]

Hi There

my wife is back home now and has pulled the power on the modem.

shall we wait 30mins to clear session or reboot right away?

Thanks

[Debbie-TalkTalk]

Hi David

Apologies, I'm unable to connect to your router to update the firmware, I have tried this a couple of times.

Please can you reset the router when you are home and I can try and connect to your router again.

Thanks

[djpurle]

Hi Michelle

Please go ahead.
I am not at home - can you do this remotely?

Thanks
David

[Michelle-TalkTalk]

Hi,

We can try a new firmware for the router first, would this be ok to do now? It will take about 20 minutes and the router cannot be rebooted or turned off during this period.

Thanks

[djpurle]

Hi Michelle

The actually connection of modem to your infrastructure seems solid.
The packet loss seems to be cause of the poor and unstable internet.

Are there any logs I can access from the modem to help?

Unfortunately I don't have another modem.
I have tried a few soft restarts, so perhaps that is the cause of the re-connections.
It is several years old now - is it time to update it?

Thanks
David