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.

[kanya-TT]

Understood, @KeithFrench. 

Kanya

[KeithFrench]

Hi @MerseyRayUK 

Thanks for that. It is 100% the case that, as the Hub 2 tracert is perfect, the one from the Hub 3 connection shows a network issue. The hub 3 in your tracert takes a different route from the one with your Hub 2. The 2nd hop (the first router in the TalkTalk network after yours) is different:-

Hub 2:-

1 1 ms 1 ms <1 ms 192.168.1.1
2 4 ms 4 ms 5 ms host-92-28-192-1.as13285.net [92.28.192.1]

Hub 3:-

1 <1 ms <1 ms <1 ms ttrouter.ip [192.168.1.1]

2 * 89.242.201.205 reports: Destination host unreachable.

The only people who can resolve this are the TalkTalk Networks team. I think with all the discussion about why you have been supplied the incorrect Wi-Fi Hub 3, it looks like I might have forgotten to ask for this to be passed over to the TalkTalk Networks team. Apologies for that. Please can you do this for me @kanya-TT via your team leader? Thanks.

[kanya-TT]

We will have to wait for the Tech Team to get back to you for an update.

Kanya

[MerseyRayUK]

And for Keith, the same test but using the Hub 2

tracert 104.18.32.7

Tracing route to 104.18.32.7 over a maximum of 30 hops

1 1 ms 1 ms <1 ms 192.168.1.1
2 4 ms 4 ms 5 ms host-92-28-192-1.as13285.net [92.28.192.1]
3 5 ms 4 ms 5 ms ae50-ner001.msp.as13285.net [78.144.1.33]
4 4 ms 3 ms 3 ms ae50-scr001-msp.as13285.net [78.144.1.32]
5 6 ms 5 ms 4 ms ae60-scr002.msp.as13285.net [78.144.1.131]
6 6 ms 5 ms 5 ms host-78-144-5-89.as13285.net [78.144.5.89]
7 5 ms 5 ms 6 ms 162.158.32.11
8 4 ms 4 ms 4 ms 104.18.32.7

[MerseyRayUK]

Well so far so good... but it doesnt solve the issue of the newer, better Hub 3 not working.  Its just once again eliminated that it is anything to do with my internal network.   It may help a little bit finding what the problem with the Hub 3 is.

Tech are calling me again after 5pm today for an update and to see how we go from here.

So

Hub 1: Fibre Works

Hub 2: Fibre and Phone Works

Hub 3: Fibre and Phone works but only for a short time then all services stop

[kanya-TT]

Hi @MerseyRayUK. I take it the issue is now solved. 

Kanya

[MerseyRayUK]

Just a quick little update....

Received the HUB 2 yesterday and managed to get the gf to connect it whilst I was at work..

It was connected around 1:30pm and its still currently working, thats  18 hours and no disconnection, which is a record so far.

[MerseyRayUK]

Hi Keith,

As requested

tracert 104.18.32.7

Tracing route to 104.18.32.7 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms ttrouter.lan [192.168.1.1]
2 3 ms 2 ms 3 ms host-92-28-192-1.as13285.net [92.28.192.1]
3 4 ms 5 ms 5 ms ae50-ner001.msp.as13285.net [78.144.1.33]
4 5 ms 4 ms 3 ms ae50-scr001-msp.as13285.net [78.144.1.32]
5 5 ms 3 ms 4 ms ae60-scr002.msp.as13285.net [78.144.1.131]
6 6 ms 6 ms 5 ms host-78-144-5-89.as13285.net [78.144.5.89]
7 6 ms 5 ms 5 ms 162.158.32.47
8 5 ms 4 ms 5 ms 104.18.32.7

Trace complete.

[MerseyRayUK]

Yes Keith Ill do that as soon as I get home. (after 5pm)

[KeithFrench]

IP packet data flow is stopping, both your tracert and Wireshark trace have proved this. It is a network issue, as I said before. The one thing I can't answer is why this is not affecting the hub 1, unless it is using a different route through the TalkTalk network. If you are still connected to the Hub 1 currently, please can you get me another tracert to the same destination IP address as per the Hub 3 connection.

[MerseyRayUK]

Hi Keith,

Exactly the same as using the default settings.  Worked for a few hours and then stopped 😞

It's as if the ONT and the router just stop talking after a few hours use.  
The shortest times its worked for is around 20 minutes, and the longest Ive had is maybe 8 hours (from 9pm till 5am) when its not being used much.

I don't get why I'm the only one to be having this issue.   Ive probably set up well over 1,000 routers for TalkTalk customers and never had a problem like this.

So im back on the Hub1 and its working fine.. .just without my phoneline.

[KeithFrench]

Hi @MerseyRayUK 

Yes, the Hub 3 is a much-improved specification than the Hub 2. The main improvements are that it is a WiFi 6 router with the latest WPA3 security mode.

How has the Hub 3 been using a mixture of Google DNS/Cloudfare, rather than the default TalkTalk DNS servers, over the weekend?

[Philile-TT]

@MerseyRayUK hopefully this will be cleared out tomorrow. 

[MerseyRayUK]

Hi @Philile-TT ,

Yes I have received the 2nd router which is also not working and am expecting the earlier Hub2 router in the post either today or tomorrow.

I am receiving a call back from a very helpful tech guy at TT tomorrow so will await his call.  The DD will be cancelled anyhow, just incase it isn't sorted in time because I am not paying for an OpenReach engineer for a service I have been waiting 4 months for, there is no fault in any wiring at the house or outside, and now facing constant issue with the Hub 3s that have been sent to me.

Im guessing there is supposed to be some benefit to the Hub3 over the Hub2, so im being downgraded a router version to try and rectify the fault.

[Philile-TT]

@MerseyRayUK Have you received the router as yet? I have looked into the account, and I am unable to see the full detailed synopsis behind the charge, I would suggest that you contact the full fibre team so that they can see the reason behind the charge and help you with it. 

[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