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 🙂

[siphosethu-TT]

Do you know the type of Operating System is in use on your Smartphone?

[martynwjones]

“I’ve been running continuous PingPlotter monitoring. I’m seeing repeated packet-loss events lasting ~10 seconds. Loss starts at your first hop, not my router. My internal network remains stable. I can provide timestamps and graphs.

[siphosethu-TT]

Thanks

[martynwjones]

No problem

[siphosethu-TT]

Will use the laptop/smartphone for testing if that's okay with you.

[martynwjones]

Hello Sip - All devices are experiencing the problem. Laptop, desktop, TV's, Alexa speakers.  Main Device - Work laptop. The Orange light comes on the router indicating the connection has been lost.  Thanks

[siphosethu-TT]

@KeithFrench any advice on this? I can see you previously mentioned it is a known bug in V208.

[siphosethu-TT]

I'll need you to perform some checks. Can you tell me what type of device you are using when you experience problems?

If the problem you're experiencing is affecting more than one device, what's the main device you can use for testing with me now?

[martynwjones]

I do not want to upgrade.  Why is the orange light coming on ?  Please escalate.

[mandisa1-TT]

Our tests aren’t showing any faults currently. However, I can see a Full Fibre service is available that would improve the reliability of your service. I would recommend an upgrade to our Fibre 65 service, along with Total Home Wi-Fi to ensure good Wi-Fi coverage in your home. This service provides boosters that extend your Wi-Fi coverage throughout your home.

Would you like to know more about your upgrade options?

[martynwjones]

not installed

[mandisa1-TT]

I am sorry for the inconvenience caused, however I need to get a response before I can proceed to another question. Can you please confirm if you have this App installed, yes or no?

[martynwjones]

why do I need wifi assist if the issue has nothing to do with wifi ?  

[martynwjones]

Can you please ask all your questions in one message please?

[mandisa1-TT]

Can I ask, have you previously installed the TalkTalk Wi-Fi Assist app?

[mandisa1-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.

[martynwjones]

yes

[mandisa1-TT]

That is okay that means the issue occurs everywhere?

[martynwjones]

My work computer is not on wifi - wired connection and it  the same (drop out is on all devices)

[mandisa1-TT]

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?