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.

[Gliwmaeden2]

@KeithFrench

It's essentially that a technician has fiddled around on support and mucked up the old router that was working perfectly fine for @MerseyRayUK until yesterday. 

Probably NOTHING should have been done while the customer was using their old working router.

The NEW router has never appeared to have worked. An engineer had previously visited and agreed it needed replacing. 

[KeithFrench]

Hi @MerseyRayUK 

@Gliwmaeden2 has asked me to help you. This is a long thread and I have only glanced at some of the posts, so I may well have missed some things.

If you have disabled any WiFi bands on the Sagemcom WiFi Hub, then due to a bug it will require a factory reset to bring it back to being as it should, despite what the UI will show. All of the DNS entries in the logs can be ignored, that is down to a bug in their classification as Error. I reported both of these bugs a while ago.

From what I can see, the problem is that your MacBook won't connect to the 5GHz band, is that correct?

Please factory reset your router so as I can try and see why you can't. Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment; this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz band can sometimes have a better range; however, this all depends on your local area.

In other words, I offer a free, impartial analysis of your Wi-Fi network and will try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[MerseyRayUK]

And the wifi on my macbook now shows 2.4Ghz... Im currently sat around 3 metres from the router

And I have selected channel 100 but the router is ignoring that.  Channel 11 is not a valid 5Ghz channel.

[MerseyRayUK]

I have no idea, maybe a communication error as the Tech guy said he is in India, he was a pleasant guy and we was on the phone for maybe 30 minuted.

I told him multiple times that I was using the old router, and when I was on with him it disconnected and I asked if he had done something to disconnect me and he said he just reset it to factory defaults.   I had already told him I had done the factory reset on the new router.

Now all devices it seems are connected using 2.4Ghz, even though I have disabled that.

And the router doesnt show any wireless devices connected to it, so theres definately a fault there now after what he did.

[Gliwmaeden2]

Why were any changes made while the old router was on there, @MerseyRayUK?

That had been working perfectly fine - did you explain that you were in touch with them using the old router?

@KeithFrench may be able to advise you - it sounds like they made changes to your network that should only have been tried if they were experimenting with diagnostics for the new router?

[MerseyRayUK]

Now after open reach came out to confirm the new router was faulty, I spoke with a TT tech guy.  He done something to the router (Old router) to make it reboot.  I don’t know if it was firmware related. But it has messed up the WiFi connection to the router.  I have tried a hard reset and it doesn’t fix it.

LAN Devices are working fine at 500Mbps down, but all WiFi devices are terribly slow now

[Gliwmaeden2]

@MerseyRayUK, I've removed the image from post 26 as it displayed your full real name - it's tucked up the top, but you'd need to edit it out and edit the image back into your post if you want to display the rest.

Staff are back on here from Monday. 

[MerseyRayUK]

Look how long this has been going on for..  

I got my contract documents for this full fibre 27/03/2025

[MerseyRayUK]

OMG, this is beyond ridiculous now.

The BT Openreach engineer has been today, and he agreed that my cabling is perfectly fine and the 500mb services is working fine using the OLD router.   He said he will put it down to being a faulty router.

Yesterday, Talktalk said they had scheduled a call back to me around 2/3pm so they could discuss the problem after the engineer had done his report.

Now I have just received this message saying that the problem is resolved.

NO IT IS NOT RESOLVED.   I HAVE NO PHONE SERVICE, WHICH I AM PAYING FOR, AND CANNOT USE THE NEW WIFI6 ROUTER.

[sabelo-TT]

In addition to this, I want to apologise for any inconvenience and difficulties that this may have caused to you @MerseyRayUK 

[MerseyRayUK]

Yes thats what they are coming for. 

I know its the router though, just another day to wait till they are allowed to look at sending me a replacement.

I have done all the check possible here.  (I used to be one of the better Qube GB engineers installing TalkTalk Fibre and TV services for people.)

So once again, im back on the old router, connected to the Full Fibre and having no problems.  Just missing a phone line now

[sabelo-TT]

I hear your concerns @MerseyRayUK and thank you for confirming with feedback. I understand that since the team scheduled an engineer appointment for this matter it will come to your home and check on everything. 

[MerseyRayUK]

Ok,

So I called TT and eventually got to speak to a person (after 3 attempts at pressing buttons and speaking to AI)

They got me to connect the TT 3 router and they ran tests.

The line showed no fault at all and everything passed.  I was then told to keep to new router on and a call will be scheduled back in 3 hours (Thats the usualy time that the router works for), and if it disconnect before 3 hours then I was to ring them back.

15 minutes later, in the middle of a game on the xbox and im disconnected.

Checked other devices to rule out the xbox being the problem.  Sky, Firesticks, Hive Heating, Macbook, Mobiles and more are now not working online.

Rang them back and they cant send me a new router, even though the fault is pointing at that, because I have only just received this routher.

 So now they are now sending out another OpenReach engineer to check that it is the router and not the outside/inside connections.

Bearing in mind, the old router is working perfectly on this exact setup so its obviously not the cabling.

Im currently at 116 days since initial install.. TT told me im getting £6 something per day as compensation due to delays so there is something to look forward to I suppose.

[sabelo-TT]

Pleasure. We will available be available for assistance should you be in need. Otherwise, do enjoy your day 🙂 @MerseyRayUK 

[MerseyRayUK]

I will give them a ring at 9 when they open.

Thankyou. 

[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.