Router not working

[Bruceshaw]

Hello 

having issues with my WiFi router, keeps cutting out after every 30 minutes (no connection) power cycling the router restores connection but not for long

having to power cycle it at least 10 times a day.

seen other people post similar issues and a new router has sorted the problem 

would a member of talktalk staff be able to send me a new router tried getting through on the online chat but don’t seem to get a response?

also router constantly shows a white light which indicates all should be ok even when the connection stops 

nothing has changed in the household to make it stop working and tried line checks on website which state the line is all ok

Bruce shaw 

[Debbie-TalkTalk]

Hi @Bruceshaw 

Ok thanks for letting me know.

[Bruceshaw]

Just checked I haven’t done the 18.2 iOS update yet still on 18.1

[Debbie-TalkTalk]

Hi @Bruceshaw 

Ah ok, so none of your apple devices have updated recently to the latest IOS version.

Our engineers are aware that it's affecting all devices but just wanted to check about certain devices too.

Thanks 

[Bruceshaw]

I’m on 18.1 iOS 

But have tried only connecting one device at time 

lg tv

xbox series x

iphone 

Internet still goes off regardless 

[Debbie-TalkTalk]

@Bruceshaw 

I know this will be affecting different devices, we just need to check if you do use any apple devices too and if these apple devices have IOS version 18.2 IoS release?

[Debbie-TalkTalk]

Hi @Bruceshaw 

Yes I've cancelled the TalkTalk engineer visit for you now.

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

[Bruceshaw]

Would you be able to cancel the visit then 

thanks 

Bruce 

[Debbie-TalkTalk]

Hi @Bruceshaw 

If it's the same fault with connection dropping but the white light stays on the router then this will be linked to the wider issue and an engineer visit would not be required.

Our engineers are working on a fix for this issue.

[Bruceshaw]

Do I still need my engineer appointment of it’s a wider issue than just mine? 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. We have fed this back to our engineers and we're currently awaiting an update from them this morning. We'll post back here as soon as we know more.

Thanks

Michelle

[Bruceshaw]

Tried the new router setting still no joy keeps cutting out every 40 mins have you found any working solutions yet? seen some people mention when they use none talktalk routers it works fine is this the only model you have? 

[Debbie-TalkTalk]

Hi @Bruceshaw 

Yes this is affecting some customers (but not all) This is why our engineers are trying to replicate this fault.

[Bruceshaw]

How many people are experiencing the same issues is this a wider issue than just a couple of people? 
Bruce 

[Debbie-TalkTalk]

Hi @Bruceshaw 

Thanks for your reply.

We have asked some other customers also to try this (with the settings) I will let you know as soon as I hear if this resolves this issue.

Thanks

Debbie

[Bruceshaw]

I’m currently at work away from the property so will have to try tonight around 5pm 

thanks 

also did manage to speak to someone on the phone on Saturday a talktalk engineer is coming out Wednesday afternoon to investigate 

[Debbie-TalkTalk]

Hi @Bruceshaw 

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.

[DrWig]

I've received my router (for the same issue) but I haven't had a chance to plug it in yet.  Since switching to my old/emergency router, my connection has been rock solid, so I'll report back once I have (I have a thread, but I'm happy to let you know, too, Bruce.  Us Bruce's need to stick together 🙂

Bruce

[Michelle-TalkTalk]

Good morning,

Our Escalation Team are currently looking into the issue with no connection/white light on router and we're hoping to know more later on this morning.

Thanks

Michelle

[ferguson]

OK, thanks for trying and confirming that. Please wait for the support team to pick this up again when they are back online on Monday.

[Bruceshaw]

wifi has dropped again using the test port and wouldn’t restore without power cycling the router

Was using all the new equipment that came with the new router