Wifi hub - no operator logs

[martynwjones]

Hello,

My Internet connection to the outside world seems to drop once a day now, steadly got worse over the last month.  I thought I would go into the Router setup and review the operator logs.  However, to my suprise the list is empty and I cannot see any logs.  Is there a fix for this please?  Software version: SG4K100208. I have full upload and download speed at the moment.  Also, the router pages seem very slow to load, this is unusual.  I have reset the router by turning off the power for 10 minutes.  I do not use the wifi.

Thanks for your help

Marty 🙂

[Thabile-TT]

Thanks for confirming. I will need to run more checks so that we can ensure this get resolved.

[martynwjones]

It has happened on 1 occasion since the Router was reset.  Flashing orange for about 60 to 100 seconds.

[Thabile-TT]

Please confirm is the router now flashing orange?

[Thabile-TT]

Thanks for the update I'm sorry that you still have this issue. Please bear with me while I further look into this.

[martynwjones]

Hello - unfortunately it is now worse than ever.  I am getting multiple time outs. Please see attached. The Router was reset by you at around 14:08 today.Today

[Thabile-TT]

Thank you, also monitor your router to see if there are any changes.

[martynwjones]

OK - I am now monitoring with Ping Plotter - I will update you

[Thabile-TT]

We believe that by completing the steps that we have just gone through, we have fixed your problem, and your service should be working as expected.
 

If the issue happens again, please do not hesitate to contact so we can investigate further. Alternatively, you can visit our community for more information and tips on how to keep a stable connection using the following link - https://community.talktalk.co.uk.

[Thabile-TT]

The router has been factory reset successfully.

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

We do this connection check to make sure the service is properly connected after any changes, like rebooting or resetting the router. These checks take time because the router needs to reconnect. If we don’t wait for this, it could cause more problems and delay fixing the issue

[martynwjones]

ok

[Thabile-TT]

I'll need to reset your router to defaults. This ensures it is set to its factory settings and can resolve the dropping connection issue if a temporary problem has occurred on the router. If I'm unable to do this remotely, I'll need your help to complete this.

[Thabile-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the dropping internet connection issue is resolved, I can assist you in reconnecting to the network.

[martynwjones]

OK

[Thabile-TT]

A line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the connection drops.

If these steps don't resolve the issue then I'll look at other potential causes.

[martynwjones]

Have there been any recent changes in your home that could have impacted your service? = NO

[Thabile-TT]

Thanks for confirming. Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[martynwjones]

Do you regularly turn your broadband router off?  - NO

[Thabile-TT]

Do you regularly turn your broadband router off? For example, do you switch your router off at night?

Regularly turning your router on and off can also make our systems think you have a problem with your line. To fix the perceived problem, our system slows your broadband down to try and stabilize your line.

We send important software updates to your router throughout the day and night. So, if it’s turned off, your router won’t receive the updates which can make your broadband feel sluggish.

That’s why we recommend keeping your router switched on

[martynwjones]

No

[Thabile-TT]

Thank you, Do you find that your internet cuts out whenever you make or receive phone calls from your landline?