Router crashing on a daily basis

[Dmc5995]

My Huawei DG8041W router restarts on a daily basis, sometimes on multiple occasions, taking a couple of minutes to reestablish connection. 

I have previously called customer services and requsted a new router but an engineer was scheduled. I cancelled owing to the stipulation that I would be charged if they couldn't find a problem.

I have now reviewed the fault logs finding the following:

1981-01-01 00:00:10 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: System reset due to kernel panic, Terminal:OTHER

I understand from this forum that this may be a router hardware or software issue, currently running I1.01/  v.1.05t. 

I've been with TalkTalk for over 10 years and would like to stay.  

Is this likely a router issue? If so, how do I get a replacement? 

[Philile-TT]

Hi there @Dmc5995 thank you so much for the feedback, we are glad to hear that the issue has now been resolved. 

[Dmc5995]

Hi all, the new router has cured everything. Thank you so much for your support. I've not had a single drop out since!

[Gliwmaeden2]

Click on amahle-TT 's name and you'll get taken through to their profile from which you can send a private message, @Dmc5995.

[amahle-TT]

I will message you privately. 

[Dmc5995]

Thank you. How do I confirm my address without posting it on an open forum? 

[amahle-TT]

Thank you for your patience regarding this issue. I have escalated your concern, and I’m pleased to inform you that the router has been approved.

Could you please confirm your address, thanks.

@Gliwmaeden2 thank you for your support. 

[Gliwmaeden2]

@amahle-TT , the Huawei router isn't even supported with updates to firmware anymore.

If it's not performing well, surely it should be swapped for a Sagemcom?

There was a notice sent to customers earlier in the year about these unsupported devices. Please check that.

https://help-centre.talktalk.co.uk/Broadband/Security/Telecoms_Security_Act_Unsupported_devices

[Dmc5995]

The error log is in my first post. As per previous posts on this forum, this is a known issue likely attributable to a fault with the router hardware or firmware. 

Routers have been sent out to other customers and the issue has been resolved. This is not the first time I have reported the issue. I will need to change provider if this continues. 

[amahle-TT]

We would like to however we are unable to send a replacement if our diagnostic checks do not indicate any faults with your router. As you mentioned that this issue typically occurs in the evenings when usage is higher, we recommend that you contact us at the exact time you experience the problem. This will enable us to perform real-time checks and identify potential causes, as well as recommend solutions.

[Dmc5995]

I hoped posting on this forum would help resolve this problem that has been ongoing for months, I've already been through these checks with customer services before. 

[Dmc5995]

My wifi coverage is fine and even extends to the garden and outbuildings. I do not want to upgrade. Surely the 'kernel panic' logs indicate it is the router at fault, can you not send out a replacement for me to try? 

[amahle-TT]

I can see that your broadband connection is stable and there are no issues showing on the line.

The broadband connection covers the physical cabling into your home and the router from outside your premises, so as that is working the issue you're experiencing is likely to be due to a WiFi problem, or other issue in your home.

I can guide you through checks which should help identify the issue and resolve if possible.

Our tests aren’t showing any faults currently. However, I would recommend Total Home WiFi to ensure good WiFi coverage in your home. This service provides boosters that extend your WiFi coverage throughout your home.

Would you like to know more about your upgrade options?

[amahle-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[amahle-TT]

Thank you for confirming, I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

[Dmc5995]

Everywhere. The router crashes and restarts (flashes orange).

[Philile-TT]

Does the problem occur everywhere you try and use the Wi-Fi, or just in certain parts of the house - for example upstairs, or outside the house?

[Philile-TT]

Thank you for confirming that. Please bare with me, I need to conduct a diagnostics test. 

[Dmc5995]

No

[amahle-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[Dmc5995]

Yes