Internet cuts out every Sunday night just after midnight

[coastertoaster]

Same issue as many others. Every Sunday evening (and occasionally, on other, random evenings), my internet drops just after midnight. The connection usually doesn't restore for more than an hour, which is incredibly inconvenient. I have tried calling with the only suggested solution being to have my router replaced (which I don't believe will make any difference).

I am unable to access the Homesafe/Security settings via the Hub, as there has been consistently showing a red "technical error" message for a number of weeks now.

Please advise & fix, otherwise I will simply move to another provider who will not cut off my connection.

[coastertoaster]

Hi Arne - as far as I can see there is only one place to update the DNS settings - and the orange box on that page says:

"Keep the 2 following fields empty to disable the Static DNS and use default settings.
The gateway IP will be set automatically."

I would assume this means that them being filled means that the new static settings are being used. The general tab still shows the old ones though as in my screenshot previously.

[Arne-TalkTalk]

Are you able to update the none static primary /secondary fields? 

[coastertoaster]

Hi Arne, thanks for this.

I've updated the static DNS primary/secondary via the DNS page - and saved (and received successful save confirmation). The Device Info - General tab still shows the previous entries though. Does this take some time to update? If I go to the DNS page, it does show the new entries (8.8.8.8 & 8.8.4.4 as mentioned).

Let me know. Thanks!

[Arne-TalkTalk]

Hi @coastertoaster

While this issue is still ongoing, there is a work around to stop this happening.

If you log into your router and change the DNS settings this will bypass Homesafe.  instructions can be found on our help page Using 3rd Party DNS - TalkTalk Help & Support

try addresses: 8.8.8.8 and 8.8.4.4 

The root cause of the fault has been identified and a fix will be implemented as soon as its been tested.

Regards 
 

[coastertoaster]

Hi Michelle,

Thanks. Just to advise, this happened again this past Sunday night/Monday morning, same time (just after midnight). The connection was off for more than an hour. 

Should this not be resolved by this time next week then, unfortunately, I will be switching to another provider. Thanks.

[Michelle-TalkTalk]

Morning,

We've chased the team for an update on this today.

Michelle

[Michelle-TalkTalk]

Hello,

Just an update to advise that our team are still working to resolve this and we will check this again next week for an update.

Thanks

Michelle

[Arne-TalkTalk]

Hi coastertoaster

There is a fault in My Account which has been raised to the developers, they are working on the fix for this. 

Sorry for any inconvenience caused

[Debbie-TalkTalk]

Hi coastertoaster

Apologies again.

If the connection goes down for 1 hour at the same time then this would indicate that HomeSafe/KidsSafe has been switched on.

@Arne-TalkTalk Can you help with accessing My Account please?

[coastertoaster]

Hi Debbie,

As mentioned previously - I haven't been able to access the "My Security" section of my account/hub for many weeks now, and still it persists with this error:

[Debbie-TalkTalk]

Hi coastertoaster

Thank you. Can I also just check, if you log into My Account, does HomeSafe/KidsSafe show switched on?

[coastertoaster]

Hi Debbie - these have now been added - thanks.

[Debbie-TalkTalk]

Hi coastertoaster

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

[coastertoaster]

I should note also - all devices disconnect, including those physically connected via ethernet and WiFi. The Ring system is connected via WiFi.

[coastertoaster]

Hi Chris,

When the connection drops the router light remains white and the internal router login shows that it's still connected. All devices however disconnect, with the exception of my Ring Alarm system which remains connected throughout (I know this because if your connection drops on that it notifies me that it switches to mobile network backup). I find this very strange and it's extremely frustrating!

[Chris-TalkTalk]

Hi coastertoaster,

I'm sorry to hear that you're experiencing problems with your service. When the connection drops do you lose connection on all devices at the same time? Does the light change on the  router?

Chris

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.