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.

[MerseyRayUK]

Hi Ferguson, 

No the compensation that they told me I was going to receive wasnt a"lack of service" compensation, it was a "Delay in provisioning" compensation.   The Delay was just over 3.5 months in total.  I was told that the higher team will be contacting me to discuss the compensation, instead they text me and told me thats what I am being paid.   

(Basically, they paid me for 5 days because their 2nd attempt was delayed by 5 days due to BT putting in a fibre cable, and damaging it at the same time)

[nomfezeko-TT]

Thank you so much @ferguson and @Gliwmaeden2 for the information you have provided. @MerseyRayUK , please let us know if you still need assistance or clarity on this. 

[Gliwmaeden2]

It's an issue that crops up quite often, @MerseyRayUK, as customers are given to understand that they are owed compensation for the late start to their service but in practice companies seem to wriggle round it if you have an ongoing working service meanwhile. A similar case in another company:

https://community.plus.net/t5/My-Order/Compensation-scheme/td-p/1993767

There, there was another grey area mentioned about estimated  / confirmed dates. Worth a read!

The official rate from Ofcom's guidelines is at £6.24 per day, so it looks like the discretionary payment covers exactly 5 days.

[ferguson]

I am not sure you ever qualified for compensation at the level you described, that only applies if you are entirely without a service. So I imagine that the amount you have been offered is an ex gratia payment. If you are unhappy at that then you should refuse and put your case for more via the complaints process. 

[MerseyRayUK]

Now that my services is somewhat working, albeit on an older router, the Higher team in TalkTalk have agreed to pay me my compensation which they told me I would be entitled to.....

TalkTalk CS told my on numerous occasions that they pay £6.20 per day, for each day delayed from the installation date.

My install date was April 14th, and the service has only just been rectified.

I make that over 3.5 months waiting for the service, at £6.20 per day.... and the joke of a company pay me £31.20.

UNBELIEVABLE!

[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.