Our broadband service keeps dropping, router - Sagemcom

[Casmabdmattb]

Four about four days, the broadband connection has started periodically dropping. The white light on the front of router stays lit but the connection drops. It does not come back on unless you either switch the router off and back on or reset it. Its doing this several times a day.

I have not been able to get through to any support by phone or chat. I keep getting standard messages saying reset your router, this only fixes it temporarily.  

Can i get some support please.

[Michelle-TalkTalk]

Good morning,

I'm sorry for the delay. Yes, our engineers believe that they have identified the issue and are rolling out a fix this morning so I'll post back to confirm once this has been completed.

Thanks

Michelle

[Casmabdmattb]

Good morning Karl, the general status update this morning that a fix is being applied is good news, should I assume that this will probably fix my issue?

[Michelle-TalkTalk]

Hello,

Thank you. Apologies, I meant to ask if you were using any apple devices with the latest version of IOS. I can see you've answered this so I've passed this information back to our engineers now.

Michelle

[Casmabdmattb]

Hi Michelle,

can you please clarify what you mean, the router is a Sagemcom FAST 5364. We have lots of devices that connect to this including Apple devices, phones etc, laptops, Macbooks and BT wifi disks / booster, TV using google. Ipad uses ios 18.2. Phones uses ios 18.2. I would need check other phones and Macbook.

[Michelle-TalkTalk]

Morning,

Our team have asked us to confirm specifically which devices are affected please? Are you using Apple devices? If it is apple devices then could you confirm what version of IOS the device has please?

Thanks

Michelle

[Casmabdmattb]

Thanks for the update Karl, are you able to provide any indication on timescales, are we expecting hours, days or weeks?

[Casmabdmattb]

Thanks for the heads up, looks like community is the way to go, I have been trying the phone and chat for days and got nowhere.  I have tried browsing the DNS but it times out, suspect too many people trying the same thing?

[Karl-TalkTalk]

Hi @Casmabdmattb 

Our network teams have been investigating and are currently testing a solution that they hope to implement soon.

Regards,

Karl. 

[fr8ys]

It's a known incident affecting many people at the moment and has been raised to a high level to provide a solution.

Unfortunately the old rebooting trick is the only solution at the moment.

If you wish you can also try using google DNS - 8.8.8.8 & 8.8.4.4 to see if this helps improve stability, although not sure how effective this may be.

https://community.talktalk.co.uk/t5/Articles/Using-3rd-Party-DNS/ta-p/2205279

Please let us know how you get on.