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.

[Philile-TT]

@MerseyRayUK I will look into your bill and get back to you. 

[KeithFrench]

I have escalated it as promised. 

[MerseyRayUK]

Thanks Keith,

Its the Hub 2 they are sending me.  Im hoping it arrives tomorrow because TT are ringing me back on Tuesday after 5pm to see how the Hub 2 is performing.  For some reason it seems the hub 3 is having problems.  If the hub 2 doesnt work then ill be getting a eero pro.

But im lost as to why the Hub 3 is not liking my account/connection. Im wondering if its something do with it being the 2nd install?   The first one BTO cancelled becuase TT didnt communicate with them... could something be conflicting there, but it only seems to affect the router that is capable of Digital Voice?

[KeithFrench]

Hi @MerseyRayUK 

I will escalate this back to them for you now; however, they will not be back until tomorrow. I will also chase @Lorrainef on the correct version of Hub 3 you should have later tomorrow.

[MerseyRayUK]

@Mandisa-TT , @sabelo-TT  or any other TT Staff.

Can you sort this out immedialty.

I am not paying anything for an engineer to come out to try and resolve this issue.  This issue is not caused by me in the slightest.

Im very close now to cancelling this contract and going elsewhere !

TalkTalk Engineer Charges

[Mandisa-TT]

Thank you so much @KeithFrench I have included all your information and insights in the customer account. A new router has been ordered for the customer, and it is expected to arrive on Tuesday. The customer will be contacted, and the device will be tested once it is delivered.

[KeithFrench]

Thanks @Lorrainef 

[Lorrainef]

Hi both let me have a look at this one. I believe Keith is correct but let me double check.

[MerseyRayUK]

No it just has the WPS button.

Tech did say its idential inside, just with their design and branding on it.

[KeithFrench]

Now this is very strange, the hardware version of mine is identical to yours and that is normally where you see the discrepancy. Yours does not have a button on the side to toggle the WiFi on or off, though, does it?

I have asked Lorraine to make a comment on here about it.

[MerseyRayUK]

[KeithFrench]

Hi @MerseyRayUK 

Yes, V4A00 is the current firmware version, but the hardware version is incorrect. The person telling you that yours is the most up-to-date Hub 3 is wrong. @Lorrainef, who is the manager of the TalkTalk support staff on here, knows which one is the latest. This has also been confirmed by the TalkTalk Devices team, who look after all TalkTalk routers, that mine is the current hardware version. Please get me a screenshot under the maintenance section of the initial Device Info section.

[MerseyRayUK]

Yes that is where I changed the DNS. 

Then I rebooted the router and checked that route table. I havent touched anything in there

[KeithFrench]

No, you do not make any changes there. Please restore all of your changes. Go to:-

Advanced Settings > Internet Connectivity DNS IPv4 & change it there:-

Network DNS servers

[MerseyRayUK]

I have changed to those DNS to see if that helps at all.

Here is the routes on the router.   Is the top one at 0.0.0.0 ok? Or should I delete all but the new bottom ones?

Route

[MerseyRayUK]

I will manually set the 2 DNS at these and see if it stays up for longer.  I will reboot the router now to get it connected.  

8.8.8.8

1.1.1.1

[MerseyRayUK]

Oh and Tech have said this is the latest Hub 3, the other shaped one is just a generic version of what I have now.

 
This is at the bottom of my router page 

 

[KeithFrench]

Maybe the IP route dictated by the TalkTalk DNS server at (79.79.79.790) has a problem?

[MerseyRayUK]

Ok thank you Keith.

But don’t understand why it works perfectly in the hub2 that I have.

tech have ordered me a hub2 to test

[KeithFrench]

Hi @MerseyRayUK 

The router has been replaced. I can't see that you have had several faulty routers. There are no stability issues with the Hub 3 that I have found; mine is rock solid. However, if it were me, as you have been supplied with an out-of-date version of the Hub 3, you could push for the correct version. @Lorrainef knows which one to order.

However, as the problems seem to centre around the router at 89.242.201.205 reporting that the destination is unreachable, I think this is a network issue. The way to get this resolved is for @Mandisa-TT, @sabelo-TT or @Philile-TT to pass this to the TalkTalk Networks team. They will have to do this via their Team Leader, as they cannot do this themselves directly. I will request this for you now.