Router constantly crashing

[DrWig]

Since today, our router seems to be ocntmstantly crashing. I'm having to power cycle often to get it back up and running. 

I'm able to connect to the router login page, but often it won't let me on saying 'can't communicate with gateway', or if I do get on, all settings appear blank! 

Rebooting temporarily fixes..... My router has suddenly become very poorly for seemingly no reason!

Has there been a firmware push recently? 

[Debbie-TalkTalk]

Hi Bruce @DrWig 

Thanks for confirming. We've fed this back to our Devices Team and they are investigating this issue.

Debbie

[DrWig]

Thanks.  That's good to know (firmware).  Yes, the router (from the outside) looked like it was functioning normally with the solid white light on.

Many thanks

Bruce

[Debbie-TalkTalk]

HI @DrWig 

QQ - when the connection dropped/router crashed, did the white light stay on the router?

[Debbie-TalkTalk]

Morning Bruce @DrWig 

Thanks for your reply.

This shouldn't be a firmware issue as the new firmware version has been running for a while now and no previously reported issues.

We have sent over examples to the team where the router is crashing to see if they can see any issues.

[DrWig]

I saw a few had the same issue when I started experiencing it. Totally out of the blue. Since switching to my emergency router (an old one!), connection has been rock solid. 

I'm intrigued as to whether a new router will fix, or whether there's been a firmware update mistep.... I'm not sure where to find when the firmware is updated by talktalk, though..... 

Cheers

Bruce

[Debbie-TalkTalk]

Hi @Hynd57 

I will take a look at your topic now.

Thanks

Debbie

[ferguson]

@Hynd57 

If you start your own topic the support team will be happy to help. 

[Hynd57]

I’ve been having exactly the same issues since yesterday. I spent a good hour or so on live chat with talktalk who told me everything was fine. They didn’t seem to understand that I have an intermittent fault with my router and refused to supply a replacement for free as per my contract. Instead they wanted £60 as when they checked everything was working fine. I’m 100% sure my router is the issue.

[Debbie-TalkTalk]

Hi Bruce

Thanks for your kind words 🙂

Hopefully the new router will sort this all out and you will have your solid connection again.

I will check in again with you on Monday 🙂

[DrWig]

no apology is needed.  Your response has been swift and positive 🙂

Our connection has been solid since I switched to my old router (an old HG635 I got off ebay years ago when troubleshooting issues at that time - everyone should have a spare router in case of emergency 🙂 ).  My wife's working from home on teams, so it's certainly being well tested. 

Thanks for your help 🙂

cheers

Bruce

[Debbie-TalkTalk]

Hi @DrWig 

Apologies for this.

I've ordered the router for you, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with the replacement router.

Thanks

Debbie

[DrWig]

In the meantime, I've swapped to an old router (talktalk one has crashed three or four times tonight). Should be able to report whether that fixes things later tonight..... 

[DrWig]

Thanks. I don't think it's the line. The router won't even go into admin settings when it crashes (wired or wireless connection). I can get to the login screen, but nothing past their.  If Internet drop outs, the router is still accessible. Rebooting the router fixes.

Cheers

Bruce

[DrWig]

Hi. I've tested everything my end, and it seems to be the router. 

When connected to the router, it's not letting me get to the admin options (using correct user/password) stating it can't contact the gateway..... Very odd. Think the routers developed a fault.

Rebooting the router fixes, of course..... 

Could you send a replacement? 

Cheers

Bruce

[ferguson]

It might be worth contacting chat to run through some checks as suggested though before the support team pick this up tomorrow. Have you checked at the test socket, for example?

[DrWig]

OK. Outcome is this

TalkTalk Update: Hello, we've completed testing on your line, and everything appears to be running smoothly within the network. However, there may be an issue with your setup. To assist you further, please visit talktalk.co.uk/tech to chat with us when you're at home. We can then run through some troubleshooting steps together to help with any problems you are experiencing.

No thing's changed my end.... Perhaps it is the router after all....... 

Cheers

Bruce

[DrWig]

Thanks. Internet went down for about an hour again tonight (between 4 and 5pm). Online checks seems to identify a potential fault on my line. A case has been opened, it seems (more in depth checks running now).

Cheers

Bruce

[Debbie-TalkTalk]

Hi Bruce @DrWig 

I'm glad to hear that everything is working ok today. If you do experience any further issues then please post back here and let me know.

Thanks 

Debbie

[DrWig]

Hi Debbie. 

Thanks. It seems to be working OK again this morning 🤔

We don't have any WiFi boosters etc. 

I'll keep an eye on it tonight, and get back to you (it's not a very old router... Less than a year, I think)....

Cheers

Bruce

[Debbie-TalkTalk]

Hi @DrWig 

I'm really sorry to hear this.

I can send you a replacement router. Can I just check, do you use WIFI boosters/extenders?