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 🙂

[mandisa1-TT]

Thank you so much for confirming your full address for me, I have ordered a free replacement router for you:)

[Billx]

To staff

On ‎2026-01-30, 01:02 PM, Message 51 of 130

martynwjones Conversation Starter In response to Thabile-TT said:

not a WiFi issue.  Same issue on Laptop which is wired connection.

Since he is using a wired connection, and the problem occurs  there,

it  is irrelevant, what happens if he now and then uses WiFi

Please stop asking him to test his WiFi, in order to have the router replaced.

[martynwjones]

Thanks for your advice - I will try the steps below this afternoon

[siphosethu-TT]

Thank you though @KeithFrench, appreciate the help. 

[siphosethu-TT]

I understand, I did provide advice on that as well above: If your main phone socket doesn't have screws, squeeze the sides of the faceplate to detach it

[KeithFrench]

Hi @siphosethu-TT 

The NTE5C's faceplate is not secured by screws at all. There are two tabs, one on each side. Push both of these in & carefully pull the face plate off.

[siphosethu-TT]

Hi there @KeithFrench, please note that the issue was picked up by the system however in this case I'll have @martynwjones test the socket and if we get the same results, we will order the router.

Please use the directions below to test the socket @martynwjones. 

Here’s how to connect your router to your test socket:

1. Carefully unscrew the faceplate on your main phone socket with a screwdriver. If your main phone socket doesn't have screws, squeeze the sides of the faceplate to detach it
2. Now gently pull the faceplate towards you
3. With the faceplate removed, you'll see the test socket inside. It looks similar to the phone port on the front of your main phone socket but without the sliding cover
4. If you're testing your router, plug a microfilter into the test socket
5. Then plug your router's grey broadband cable into the microfilter's ADSL/DSL port

Let me know how it goes and will take it from there.

[KeithFrench]

Hi @siphosethu-TT 

I beg to differ.

If the line test is OK and the router light keeps going amber when the problem occurs, it does not need an engineer.

The next step should be to move the router to the test socket behind the NTE5C's removable faceplate. If that is OK then the customer needs to get a new faceplate. If the test socket gives the same results, change the router.

[siphosethu-TT]

Based on the checks we've completed, it appears that the issue may be within your home setup. Here’s a summary of what we’ve done:

• Run a line test today and no faults were detected
• Our systems have checked line data for the past 7 days and no issues were found
• You've confirmed your Broadband/Telephone equipment is connected to the main telephone socket and appears to be in good condition
• Ensured your router is current and up-to-date (if the issue impacts Broadband).

To assist further, we can provide additional guidance on checking your home setup.

Alternatively, if you'd prefer, we can arrange for an engineer to visit and ensure your setup is optimized for the best possible service. There is a fee of £75 for the engineer visit, but this will be waived if the engineer identifies a fault with Openreach or a fault with the router where a replacement is required (this does not include set up).

What would you like to do?

Book a TalkTalk Engineer

Get the in home check guide by email

Get the link for the in-home check guide

Resolve the issue myself

[siphosethu-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 8 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks. 

[martynwjones]

no

[siphosethu-TT]

Do you currently have a telephone or handset connected to your landline service?

[siphosethu-TT]

Thank you, 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 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[martynwjones]

All good

[siphosethu-TT]

Please ensure:

1. The TalkTalk router is securely connected to the data (computer) port of a microfilter, and the microfilter is then connected to your master telephone socket.

2. An Ethernet cable is not connected to the WAN (red) port on your router.

3. Any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the telephone socket

[martynwjones]

No damage

[siphosethu-TT]

Does any of the equipment appear to be damaged?

[martynwjones]

NTE 5C

[siphosethu-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[siphosethu-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnections from the Internet are identified and resolved.

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