No Internet Connection Even Though Light on the Router is White

[amiiegee]

My router shows white light but there is no internet. The issue is resolved by restarting the router.  But the internet will cut again after a few minutes and the router will continue to show white light.

Can someone confirm this and/or send me a new router to test?

[Chris-TalkTalk]

OK thanks 🙂

[amiiegee]

Okay, I will do this once i finish work at 2pm and provide updates on wether or not helps 

[Chris-TalkTalk]

You would only need to do it long enough to test if it resolves the problem. HomeSafe should start working again as soon as you change the DNS servers back to TalkTalk's

Chris

[amiiegee]

Hi. 

I can, but would it be for long as I do require homesafe at all times and had recent issues with it not working for over a week so worried the same could happen again if i change settings around. 

[Michelle-TalkTalk]

Hi amii,

Could you try this for us please?

Could you try changing the DNS to see if there is any change please? This would just be a temporary thing to see if it makes any difference and we can feed this back to our team who are investigating.

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.

Michelle

[Michelle-TalkTalk]

Hi amii,

Sorry to hear this. I've let the team know and they are still investigating.

Thanks

Michelle

[amiiegee]

Just to add. It went off just now. Same issue, router still shows solid white light. 

[Michelle-TalkTalk]

Hi amiie,

Ok, I'll check back in with you around 12pm to see how it's been. Our team are still investigating in the mean time.

Thanks

Michelle

[amiiegee]

I wouldn’t be able to say as i’ve just started using the internet for the day. But over the weekend the issue has been ongoing. Sometimes it’s regular and others it’s more time between. 

[Michelle-TalkTalk]

Morning,

Thank you. Can I just ask, has it happened at all this morning?

Thanks

Michelle

[amiiegee]

Hi Michelle. 

Yes i have. 

The plug is 200/240v. I think that’s the right number? I’ll post a pic. 

 

[Michelle-TalkTalk]

Hello again,

Can I just ask, did the replacement router come with a new power supply unit? If it did, then did you replace all the cables and unit? Does it say on the Power supply unit what voltage it has please?

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

Thanks for testing with the replacement router and I'm sorry to hear this. We're still looking into this and I'll post back as soon as we receive an update.

Thanks

Michelle

[amiiegee]

Hi Karl 

The new router arrived today, had it running since 3pm and the same issue has reoccurred, internet connection has been lost and the light on the router is still solid light, only way to get it working again is to reset the router.  

I work from home so it is disrupting my work day. Any ideas on how to get this sorted asap?

[Karl-TalkTalk]

Hi

A router is on the way to you for testing.

Thanks  

Karl.