No internet connection

[Ianhowes]

I currently have a white light on my router but no internet connection.  I restart the router and connection is restored for a short period then drops again 

I’ve done a reset on the router but this doesn’t resolve the issue 

[Debbie-TalkTalk]

Hi @Ianhowes 

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 @Ianhowes 

My colleague has advised that they will keep you updated on this fault.

Thanks

[Ianhowes]

Ok

[Debbie-TalkTalk]

Hi @Ianhowes 

Thank you. I've asked the team to make contact with you ASAP. Please can you keep the router powered up without rebooting just whilst they complete their testing.

Debbie

[Ianhowes]

Yes it is 

[Debbie-TalkTalk]

Hi @Ianhowes 

Is it still down at the moment?

[Ianhowes]

Hi Debbie 

just home from work should I still try the instructions from your last message? 

[Debbie-TalkTalk]

Hi @Ianhowes 

Apologies for this.

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.

[Debbie-TalkTalk]

Hi @Ianhowes 

Apologies for this.

I think this may be related to a current fault that our engineers are investigating - (white light on router but no connection) I'll post back here as soon as I receive an update from the team investigating this.

Thanks