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No contact with open fault.. (REP-10863721) Loss of Wifi

valleyboy1975
Chat Champion
Message 67 of 67

Hi

 

I used live chat yesterday, a line test was done and it was fine however they found a wifi problem. i was told to contact back on cat via 4g i couldnt do this.

 

i logged into talktalk on my PC to my acocunt page and it says the fault is still open.

 

basically the wfifi is dropping in the house, phones, tablets, TV, PS5.

 

I have fibre 150 and the huib light is always white, if i restart the hub the wifi starts back up

 

NOTHING has changed in the house, so I am assuking the hub is the problem.

 

I have recently renewed my contract and it is until 2023

Pleas ecould somebody find out what is going on as it keeps driopping and my wife works fom home and it is cuasing chaos

 

thank you

 

iain

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66 REPLIES 66

Message 1 of 67

Hi Iain,


There's information here about cancelling your TalkTalk service. There's also contact details for our Loyalty Team, they'll be able to help if you require any more information.

 

Chris

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Message 2 of 67

hi karl,

 

sorry to bombared you, my wife has just asked could you let us know what the cost would be if we left talktalk under current contract?

 

(last resort obviously)

 

cheers

iain

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Message 3 of 67

Hi Iain,

 

It's certainly worth trying the old router as it's a (slightly) different router running different firmware. Could you let us know when you've connected to the old router

 

Thanks

Chris

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Message 4 of 67

hi karl

 

thanks for he reply, i am not being pedantic in anyway shape or form but i have installed a NEW second version talktalk hub which i assume has the latest firmware.

 

is there really any point putitng the old hub in place and updating the firmware, why wasnt the firmware updated on the old one when the problem first started? what is the actual logic behind this?

 

i guess i have no choice but to do this to rule it out if that is what you team state.

 

can you tell me what is the next step ifthis doesnt work?

 

cheers

 

iain

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Message 5 of 67

Hi Iain

 

The resolution can vary, but if you can connect the original Hub, we can try a different firmware and see what impact this has.

 

Thanks  

 

Karl.

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Message 6 of 67

hi debbie,

 

thanks for reply, ill see what happens fingers ciorss..

by the way not to bang on..

 

also a question that still hasnt been answered, this seems to be a common fault with many customers, WHAT has been the solution with other customers?

 

cheers

 

iain

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Message 7 of 67

Hi Iain

 

That's great thank you.

 

They don't believe that the logs are identifying a particular issue. If you do experience the fault today then can you connect the previous Sagemcom hub back up so we can push a different FW version to it?

 

Thanks

 

Debbie

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Message 8 of 67

hi michelle,

when you say Sagemcom Wifi Hub version 1 do you mean the old original hub?

 

this is boxed and ready to send back?

 

just to confirm a few things

 

the system hasnt gone down today.

 

i have just (under instruction of the openreach engineer) connect a NEW adsl cable form openrerach wall box to openreach gfast modem (all working fine)

 

a new bt face plate was installed and connectors on the copper wire box from the telegraph pole

 

ill see how this runs the rest of the day

 

in the meantime if you could update on what the prodct team says to try

 

there must be a way to pull more info from the logs

 

also a question that still hasnt been answered, this seems to be a common fault with many customers, WHAT has been the solution with other customers?

 

cheers

 

iain

 

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Message 9 of 67

Hi,

 

Do you have the Sagemcom Wifi Hub version 1 that you could test with?

 

Thanks

 

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Message 10 of 67

Hello,

 

I'm sorry to hear this. We're still looking into this with our Products Team and will post as soon as we hear back.

 

Thanks

 

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Message 11 of 67

what setting is best on the logs?

valleyboy1975_1-1644597199132.png

 

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Message 12 of 67

hi debbie

 

can you answer with regards to this problem is common place (lots of others on the forum) and how have others resolved it?

 

its getting critical now as it is affecting my wifes work

 

can you raise this up the ladder to get resolved as with the greatest respect were going round the houses now

 

is there any software i can install or anything i can do with the router to specifically log?

 

 

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Message 13 of 67

just went down again, tv youtube (hard wired cat 5) cut out and my mobile (wifi)

 

looked at talktalk hub orange lfashing light, this must be showing your end surely?

 

logs as per below

 

11.02.2022 16:27:30ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:27:30ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:27:00ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:27:00ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:26:30ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:26:30ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:26:00ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:26:00ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:25:30ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:25:30ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:25:10InfoWIFI
A WiFi device <CA:90:BA:07:56:AC> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
11.02.2022 16:25:10InfoWIFI
Device <CA:90:BA:07:56:AC> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
11.02.2022 16:25:00ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:25:00ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:24:45InfoWIFI
A WiFi device <7A:8F:39:58:F5:A3> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
11.02.2022 16:24:30InfoWIFI
A WiFi device <CA:90:BA:07:56:AC> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
11.02.2022 16:24:30ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 16:24:30ErrorDNS
DNS name resolution failure (srv.giraffic.com)
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Message 14 of 67

Hi Iain

 

Thank you.

 

I have passed this information over again to be checked and I will post back as soon as they get back to me.

 

Thanks

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Message 15 of 67

hi debbie

 

under instruction of openreadch engineer i have unpluggeed ggoel speakers, tplink accessorries (all these were dconnected prior to fault no probloem) to see if it make sany difference, its hasnt to be honest and the internet has gone twice this monringwhile my wife was working.

 

it goes for a few seoncds then recconets as previously stated, here are more logs, alot of dns ones!?

Date/Time Severity Module Message

11.02.2022 12:36:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:36:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:36:30InfoSYS
Modem login was successful
11.02.2022 12:36:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:36:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:35:52ErrorDNS
DNS name resolution failure (www.actionablemessage.olk)
11.02.2022 12:35:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:35:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:35:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:35:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:34:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:34:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:34:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:34:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:33:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:33:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:33:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:33:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:32:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:32:40ErrorDNS
DNS name resolution failure (srv.giraffic.com
11.02.2022 12:32:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:32:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:31:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:31:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:31:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:31:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:30:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:30:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:30:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:30:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:29:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:29:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:29:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:29:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:28:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:28:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:28:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:28:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:27:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:27:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
 
11.02.2022 12:27:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:27:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:26:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:26:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:26:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:26:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:25:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:25:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:25:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:25:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:24:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:24:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:24:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:24:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:23:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:23:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:23:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:23:10ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:22:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)
11.02.2022 12:22:40ErrorDNS
DNS name resolution failure (srv.giraffic.com)

Message 16 of 67

Hi Iain

 

The line tests are still clear and the connection appears to be stable.

 

Does the light change on the router? Could you send me some more router logs so I can take another look please?

 

Thanks

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Message 17 of 67

sorry debbie my wife has just infomred me it did go down again ealry this afternoon

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Message 18 of 67

hi debbie,

 

stillusing the new router andit seems to have not 'gone down' since openreah visit.

 

thelogs are worrying though im surpsied they havent shwon anything as it shows the hub rebboting

 

"

 
TR-069 connectivity to (acs.talktalk.co.uk) has been closed"

 

 

this seems to be a common problem and must mean something?

 

cheers

 

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Message 19 of 67

Hi Iain

 

I asked our Products Team to take a look at the logs but they couldn't see any issues.

 

Are you still using the new WIFI hub?

 

Thanks

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Message 20 of 67

hi debbie

 

it is impossible to answer, it could be up for 5,6,7,8 hours then drop, again it hasntdropped today.

 

ref the logs i sent have they been looked at , surely they must give an indicaiton what is 'tripping' the router?

 

cheers

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