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 🙂

[martynwjones]

Router is powered on.

[siphosethu-TT]

You should be able to see the power light on the front of the router.

If this light is on, your router is receiving power.

Just to verify, is the router currently powered on?

[siphosethu-TT]

We'll just wait for the router to power up. This can take a little while.

[siphosethu-TT]

Please delete old threads perhaps you've reached your storage limit.

I’m now going to try to remotely restart your router automatically.

This should only take around 1-2 minutes to complete.

If I’m unable to do this, I’ll advise you how you can restart it manually from your side.

[martynwjones]

I am struggling to reply to your messages I keep getting this error.  Maximum flood limit reached.

No recent changes to house

[siphosethu-TT]

Were almost finished, please bare with me, I totally understand how frustrating this must be for you, but I assure you we will do everything to have this fixed for you. 

[siphosethu-TT]

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?

[siphosethu-TT]

I can see you've had connection drops on the line - this will have impacted the devices you use, regardless of whether you use WiFi or a cable to connect.

I need to complete some checks with you to identify and fix the cause - looking at your setup and equipment - as our testing shows no issue with equipment outside your home.

[martynwjones]

I am struggling to reply to your messages I keep getting this error.  Maximum flood limit reached.

No, I do not regularly turn off the router.

[siphosethu-TT]

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

[martynwjones]

No

[mandisa1-TT]

@martynwjones Can you please answer the questions, I know they can be a bit frustrating as it is the same questions, however the checks are required so we can detect the fault and advise you on the best resolution to fix the fault.

Should we not detect the fault, i will escalate this for you and manually order a Free replacement router as per @ferguson recommendation

[mandisa1-TT]

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

[martynwjones]

No

[mandisa1-TT]

I can see you're using one of our older services currently. A Full Fibre service is available which also supports our Total Home Wi-Fi service which would improve reliability and Wi-Fi coverage, by providing Wi-Fi boosters you can place in your home, separate to the TalkTalk router. I recommend our Full Fibre 65 service with the Total Home Wi-Fi service.

Would you like to know more about your upgrade options?

Yes or No?

[martynwjones]

At home - please continue - thank you

[siphosethu-TT]

Please confirm if you are currently at home so we can continue. Thanks

[siphosethu-TT]

Hi there @ferguson, will finish the last bit of checks we have to complete, and I'll let you know how you can move forward. Thanks

[siphosethu-TT]

Hi there @ferguson, I do understand that however for me to action that it has to be prompted by the checks. 

[ferguson]

@siphosethu-TT 

It does seem that the router itself may be the issue here, is it possible to send another one for testing purposes?