Sagem Router needs constant restarting throughout the day

[Mark226nd]

Hi, I've been having this problem for over a week now. My Internet connection keeps disconnecting and I have to unplug and restart the router every 30 minutes to 1 hour or so.

I've had the router since 2019. Tests completed on the line say everything is ok but on my end it isn't. I've checked the cables, everything is connected. It's connected through the Microfilter. No obstructions or interference since it is in the corridor with no other appliances around it.

It has always been there and working ok until early last week. 

Firmware is all up to date according to tests run...I just don't know what to do anymore. It's very inconvenient to have to reset the router every time. 

Our TV runs with Internet since we don't have an antenna and other family member devices of course.

Do I need a new router at this point? Could the router have an internal hardware fault?

[Chris-TalkTalk]

That's great news, thanks for letting us know

Chris

[Mark226nd]

Hi, 

Thanks for your update.

The router has been working fine since this morning and so far so good.

Thanks to the team at TalkTalk for sorting this out!

[Michelle-TalkTalk]

Morning,

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.

Thanks

Michelle

[Debbie-TalkTalk]

Hi @Mark226nd 

Apologies for this, thanks for trying these settings.

Our Network Team/engineers are still working to resolve this fault.

[Divsec]

Hi @Mark226nd forgive the intrusion @ferguson, did you reboot after changing DNS? Looking forward to hearing how you get on now after the reboot. Please ignore me now 😀 I am subscribed to this thread.

Good luck

[ferguson]

No worries, let us know if you have any further issues after the latest reboot. 

[Mark226nd]

Thanks for your help, much appreciated 👍

[ferguson]

Well sorry to hear that, but the feedback will be useful if the change hasn't in fact helped. 

[Mark226nd]

Hi Ferguson,

Unfortunately I've just lost the connection again.

Off to reboot!

Mark

[Mark226nd]

Thank you Ferguson, that worked. 

I'll wait and see now if that will improve my situation and post an update accordingly.

Regards 

[ferguson]

Try it this way: click on See internet settings > Manage advanced settings > Internet connectivity > DNS IPv4. It will show Obtain DNS Automatically. Click on that and select Manually Specify DNS. Enter 8.8.8.8 in the Primary and 8.8.4.4 in the Secondary server boxes. Click Apply at the bottom.

[Mark226nd]

Hello Michelle, I followed your instructions. There isn't a 'ON' setting within the DNS tab on my WiFi Hub page (unless you're referring to the DHCP setting which states as 'Connected'?

I entered the Primary and Secondary Google settings but when I try to click 'Apply' an error message pops up saying that it isn't possible something went wrong - I've tried twice. (I don't have a Homesafe service or anything like that). 

I'll post this and try again. 

[Michelle-TalkTalk]

Thanks for confirming Mark,

Could you try changing the DNS to see if there is any change please? This would just be a temporary thing to see if it makes any difference and we can feed this back to our team who are investigating.

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.

Michelle

[Mark226nd]

Hello Michelle, thanks for your reply. Yes, it is a case of white light on router/no internet.

Thanks for keeping me updated please, hopefully it can be sorted soon.

[Michelle-TalkTalk]

Hi Mark,

Can I just confirm, is the light white on your router when this happens please? We don't believe that this is specifically router related as we are seeing quite a few posts about this and a new router hasn't resolved this. This particular fault (white light on router/no internet) has been raised to our Network and Fault Team and they are currently investigating why this is happening. I'll keep you updated as soon as I know more.

Thanks

Michelle