Internet keeps dropping out

[Gillcmcc]

My internet keeps dropping out and I have to restart the router. I can’t keep doing this as I am trying to work from home. I need this sorted now!

[Debbie-TalkTalk]

Hi @Gillcmcc 

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]

Hi @Gillcmcc 

Our engineers are working to fix this fault as quickly as possible.

We will post back as soon as we have further updates.

Thanks

Debbie

[Gillcmcc]

Any update on the situation?

[Debbie-TalkTalk]

Hi @Gillcmcc 

I've asked our Network Team to take a look now. Please can you keep the router powered up (don't reboot)

Thanks

Debbie

[Gillcmcc]

No

[Debbie-TalkTalk]

Hi @Gillcmcc 

Is the connection down right at this moment?

[Gillcmcc]

When I click on TalkTalk WiFi hub it logs me out of the admin so I can’t get to the DNS tab

[Debbie-TalkTalk]

Hi @Ruby999999 

Please can you create your own topic, we can then post some instructions on there to try.

Thanks

[Ruby999999]

And me getting absolutely nowhere with talk talk shocking customer service reported the same issue 8 days ago literally been on there chat room 8 days.  White light on router and green lights on Ont box but no internet 

[Debbie-TalkTalk]

Hi @Gillcmcc 

It could be linked to this issue. The connection drops out but the white light remains on the router.

Our engineers are investigating this issue and they have asked if you can try the below:

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

Please note ;  If you currently use any Homesafe services such as Homework Time etc.  This will not work whilst you have the DNS set to Google.

[Gillcmcc]

I’m not sure! I didn’t look at the light.

[Debbie-TalkTalk]

Hi @Gillcmcc 

I'm really sorry to hear this.

Can I just check, when the connection drops does the white light remain on the front of the router?