Faulty Router ?

[MerseyRayUK]

I have just swapped over to Full Fibre 500  (Took just over 3.5 months from initial install date) and was first told I would be getting the super duper eero router.   Now that my install date came I received a router in the post... not an eero

I got the TalkTalk Wi-Fi Hub 3 with Firmware Version: SGEK10004A00

After around 100 minutes, the internet stops working.

Looking in the router admin panel, the connection still says its connected, but it just isnt working on any device, wired or wireless.

So I have gone to the logs in the router to see if that helps and I see the following (See pics)

It looks like somebody has been having problems with this router in 2013. Im guessing its then been sent back to talktalk for a replacement and they have sent me this faulty router.

The only way to get the internet working on my devices again is to restart the router, it works for around 2-3 hours and then the same error happens.. All devices yet again dont work, and the router light is still lit and says connected in the router admin panel.

The majority of the errors are pointing to the DNS resolution failing.  I checked in the DNS settings and somebody had entered 192.168.1.1 as the DNS server, which is the router IP so wouldnt achieve anything..  I have removed that IP and the error is still there.  This leads me to believe that the last person was experiencing the same issue that I am now getting.

[sabelo-TT]

You can be able to reach out to our Full Fibre specialists using 03451720074 Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. 

I do understand which is also a good thing to reach out via our community forum. 🙂 Please do try reaching out to our team whenever you are available as they will further assist you resolving this matter. 

[MerseyRayUK]

Hi Sabelo,

Not yet I havent as I thought to try on here first and was told my FF didnt go fully live untill today.

What the best number to contact them on.

Thanks

[sabelo-TT]

@MerseyRayUK, thank you for this as we do apologise for any difficulties caused. Have you tired getting in touch with our Full Fibre team regarding this matter?

[MerseyRayUK]

Ok, so after 3 days of uninterupted service on the Full Fibre, using my old TT router, I got the go ahead from TT to use the new router.

3 hours 15 minutes later... it disconnects all devices from the internet.

So once again, im back on the old router.

TT can you sort this please as we have no phoneline now.

[MerseyRayUK]

Hi,

So I received an email from TT today telling me that my full fibre upgrade is complete.

I have now put the new router on and already getting the same errors. (see pic)

The old router was connected to the full fibre service since tuesday and stayed connected at all times, and no errors in the log.

Ill update again if the service disconnected in the next couple of hours.

[Mandisa-TT]

I completely understand however, your Full Fibre upgrade is getting completed on the 08.08.2025.

[MerseyRayUK]

The old TT router has been connected to the full fibre connection all day and is still working fine.  Not a single DNS error in the logs.

[MerseyRayUK]

Hi Phililie

I have received this via text.  Does that mean its ok to try the new router now ?

[Philile-TT]

As per the note the next review will be on the 8th this is when we will get the next update once all is done your account will also be updated. 

[MerseyRayUK]

Hi Philile,

I am now using the old router. I connect that up before I left for work this morning.

However, it is connected and working via the Full Fibre box and not the old copper 80mb service.

All the external works were completed yesterday. can they not close the job down now and finalise the service as it seems to be active.

The speed test I done showed just under 500 down/ 70 up.

Cheers

Ray

[Philile-TT]

@MerseyRayUK this may be an issue with the new router due to the fact that full fibre is not yet active. This is the message from order management:

"HUD shows an engineer has visited and completed internals works 
identified as civils works for blockage removal required to complete external works. What is going to happen next: We are waiting for a Suitable skilled engineer to complete the external work. When to review HUD: 08/08/2025
Triggered to MID"

Full fibre is not yet active please use the old router as you are still using the old services. 

[MerseyRayUK]

Whichever router I plug in I am able to connect.

The new router stops forwarding data to devices after a couple of hours, the old router I have put back on this morning as it didnt seem to disconnect. I will know if it disconnects by around midday because the cctv at home will then be offline.

BTOpenreach finally laid the outside cable from street to my house around 2 weeks ago.

Talktalk then sent an engineer to connect and complete the install, but upon connecting he discovered the cable laid by BT was broken, so he done all he could and we had to wait till BTO came back to lay a new cable.  

BTO came back yesterday and laid their new cable so when I got home I checked the fibre box was working and let the BTO engineer know so I was told to connect and see if its working.

Just to confirm. 

The Fibre box all 3 lights are green and stay green. 

The full fibre is working for a few hours before stopping ( on either router )

The new router shows DNS errors immediately and fills up the error log rather quick

The old router shows no DNS errors.

[Philile-TT]

@MerseyRayUK by looking into your account full fibre is not yet active, so to confirm if you are using the old router you are able to connect, correct? 

[MerseyRayUK]

I will be able to do that after 5pm as im at work till then.

Ive put the old router back on and connected it the same (From the fibre box to the WAN on the router). This just confirms that the connection is fine and the router is the problem.

[Gliwmaeden2]

For staff to run tests, @MerseyRayUK, the new router will need to be plugged in.

Can you let them know when you will be able to do that?

[MerseyRayUK]

Yes full fibre has now been installed. (It took 3.5 months from initial install date)

The lights on the fibre box are all green and stay green.

The router says its connected, but after a few hours of being connected no devices will work online (Although the router still says connected), and the logs are saying DNS resolution failure.

Last night after posting here, I factory reset the router and connected to it. This morning the light was a pinkish colour and no devices would work online.  So I reset from the router dashboard and devices started working again.

Ive logged into old router dashboard and checked the logs on this one.   Not a single error is showing. The New router would have a lot of new DNS errors at this point so its 100% something to do with the super duper new router.

So now, I have put the old router back on because im off to work in 10 mins and we have a lot of things that are online.

This router is currently working on the full fibre connection, but only been on for around 10 mins so far.  This router doesnt have a phone connection so our phone line is now not available.

Ive just checked the Logs on this old router and not a single error.. The super duper new router would have had a lot of DNS errors already so id say this router is 100% to blame.

[Philile-TT]

@MerseyRayUK just to confirm the engineer has installed full fibre already? 

[Gliwmaeden2]

Whatever the faults with that particular router, @MerseyRayUK, the Hub3 is what is now being sent out .... it's so long since your original order that they have stopped sending out the Eeros since then.

Staff will be back on here from c 8am to help. Check for their posts during the day.