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]

Is there a phone number I can call for Support ?

I need this issue escalated please.

[siphosethu-TT]

I'll take that as a yes.

[martynwjones]

You are asking exactly the same questions that I have already answered.  how do i escalate the issue please?

[siphosethu-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?

[siphosethu-TT]

I can see that your broadband connection is stable and there are no issues showing on the line.

The broadband connection covers the physical cabling into your home and the router from outside your premises, so as that is working the issue you're experiencing is likely to be due to a WiFi problem, or other issue in your home.

I can guide you through checks which should help identify the issue and resolve if possible.

[siphosethu-TT]

Thank you

[martynwjones]

Well please confirm if the internet drops in all parts of the house. - yes

[siphosethu-TT]

I do understand very well, we are running checks on the issue with your internet constantly dropping. I had to ask that as you first mentioned that: Also, the router pages seem very slow to load, this is unusual.

We are running checks for the issue with dropping connection, so I'll need you to answer the question below. 

Does the internet drop in all parts of the house?

[martynwjones]

This is not a speed issue.

Speedtest = 68.5 Mbps download

[siphosethu-TT]

Well please confirm if the internet drops in all parts of the house.

[siphosethu-TT]

Please note that regarding websites we had an issue which should be fixed, please check if the router page is still slow and confirm. 

[martynwjones]

Nothing to do with Wifi, the issue appears on a wired connection and all WIFI devices - The Orange light on the router randomly comes on and the connection drops.

[siphosethu-TT]

Please confirm if the problem occurs everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[siphosethu-TT]

Wonderful, please bare with me while I run a line test on your line. 

[martynwjones]

Yes, I am at home - thanks

[siphosethu-TT]

Thank you @KeithFrench, you are appreciated very much.

[siphosethu-TT]

Hi there @martynwjones, I'm really sorry about the inconvenience this has caused you, I do understand how this affects you in many ways. Allow me to run a few checks with you to find out if an engineer is required, please confirm if you are currently at home so we can get started. 

[KeithFrench]

Hi @martynwjones 

I have just chased TT up for you.

[martynwjones]

It has been 10 days without any response - can you please get back to me with your fix?

Thanks

Martyn

[Thabile-TT]

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