Router needs restarting at least once a day to resume normal service

[JonT-TT]

My router needs to be restarted at least once a day to get the internet working again.

It's only been happening for the last approx 1-2 weeks.  We've been Talktalk customers for years (10+) and the fibre service has been fantastic, so reliable but recently that has changed.   

When reset the router works fine again with great speeds and reliability until it stops working again.  It's unusual that the router light on the front of the router remains white but seems like the router itself has either crashed or something else has happened.   I've been on the chat to Talktalk twice in the past few days (for some considerable time) and done the link check through Talktalk's web site without reporting any issues.  Of course when Talktalk was looking at the router remotely everything was working fine.   Always the case with these intermittent issues I guess.

Anyone else had similar experiences or have some suggestions on how to fix?

Thanks.

Jon

[Debbie-TalkTalk]

Hi Jon @JonT-TT 

I'm so glad to hear this 🙂

[JonT-TT]

Hi @Debbie-TalkTalk,

Quick little check-in report for you.

I'm not sure when the 'update' was applied but so far I can report that the connection has been stable and I've not had to reset the router at any point so far.

So seems like excellent progress, I'll keep monitoring and will let you know if anything happens.

Thanks for your excellent support though, much appreciated.

Thanks.

Jon

[Debbie-TalkTalk]

Thanks Jon @JonT-TT 

That's appreciated. We will also keep the service status page updated with further updates.

Service Status | TalkTalk Help & Support

[JonT-TT]

Hi @Clarodave,

Hopefully the update to I guess the router will do the trick.  I'll post here after a decent period of time testing to give @Debbie-TalkTalk some feedback.

Thanks.

Jon

[JonT-TT]

Thanks @Debbie-TalkTalk,

I'm happy to test, I'm working from home today so will be able to do a full and thorough test as the day goes on.

Thanks.

Jon

[Debbie-TalkTalk]

Hi 

I've just been advised that the engineers are hoping that they will be done by 9.30am this morning so we'll post back to confirm once this has been fully completed so you can retest.

[Clarodave]

hi Jon, I have been experiencing the exact same thing for over a week. TalkTalk router still shows white light, but in reboot (turn off and on again) normal internet resumes to feed all devices. Talk talk tests shows all devices are connecting to WiFi normally, phones, apple airport, nest, ring etc. 

i read below the software for the router might be updated to resolve, hard to know whether that will work at this stage

[Debbie-TalkTalk]

Hi @JonT-TT 

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]

Thanks @JonT-TT 

I've passed this on to our engineers.

[JonT-TT]

Hi @Debbie-TalkTalk ,

Yes, at least my device is iOS 18.2 (22C152).  I would need to check at least 2 more devices to check their OS version.  I can do that later if necessary.

 Thanks

 Jon

[Debbie-TalkTalk]

Thanks @JonT-TT 

Can I just check in regards to the apple device (I know all devices are affected)  Does the Apple device connected have 18.2 IoS release ?

[JonT-TT]

Hi @Debbie-TalkTalk,

This issue isn't device specific, basically all devices (WiFi & Ethernet) lose connectivity to the internet.   So in my case, my Hive heating, Tesla and BMW EV's, Ring cameras, Amazon TV, PC's, other network connected devices as well as some Apple devices. 

Thanks.

Jon

[Debbie-TalkTalk]

Hi @JonT-TT 

QQ - Can I just check specifically what devices are affected when this issue happens please? Is it related to Apple devices only?

Which IOS version does the device have?

[Debbie-TalkTalk]

Hi @JonT-TT 

I'm sure this will resolve the issue you are experiencing but we will check in again with you to make sure once the fix has been applied.

[JonT-TT]

Hi @Debbie-TalkTalk,

That sounds promising, hoping it will fix the issue I'm experiencing.

Many thanks.

Jon

[Debbie-TalkTalk]

Hi @JonT-TT 

Our engineers are working on a fix for this issue. I will post back here as soon as I have further information.

Thanks

Debbie

[JonT-TT]

Hi @Debbie-TalkTalk,

It's happened again and the router is still down (not been reset) so another chance for your engineer to take a look at to see what is going on.   This is what I'm referring to below as happening daily (sometimes twice daily).

Thanks.

Jon

[Debbie-TalkTalk]

Thanks @JonT-TT 

I've sent them your mobile number 🙂

[JonT-TT]

Yes, no probs, but please on my mobile number.

Thanks.

[Debbie-TalkTalk]

Hi @JonT-TT 

Thanks so much. They may also call you shortly just to ask a couple of questions if that's ok?