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.

[AlanRButler]

Well I changed the DNS Servers to Google's as suggested in this thread  

Seemed to work OK this last Sunday night. However this is a work around and not a proper fix. I think this will stop Homesafe from working, which doesn't bother me as I want it switched off anyway but may be a problem for others

Unfortunately TalkTalk have taken this as case closed so I'm not sure that it will be properly fixed by TalkTalk

[Chris-TalkTalk]

If HomeSafe is off then you could try changing the DNS servers. If that doesn't work I'm afraid you would need to contact the migration team again

Chris

[AlanRButler]

Hello Chris

Homesafe doesn't seem to have an option to turn off however Kid Safe, Scam Protection, Homework Time and Virus Alerts are all turned off

I'm in the process of starting a new thread for my problem😊

Alan

[Chris-TalkTalk]

Hi Alan,

Do you know if you have HomeSafe enabled?

Chris

[AlanRButler]

Hello Chris and Keith,

I wasn't really trying to start a new problem report rather just trying to find out if the DNS change has fixed it for anybody on this thread and other users had already added to this thread

Chris I've tried talking to the migration team on several occasions and got absolutely nowhere.

Keith,  although the problem started with Shell, TalkTalk took over about 5 weeks ago. They supplied a new router (TalkTalk Wi-Fi Hub 2 version SG4K100202 Hardware Version FAST5464 2.00 Software Version SG4K100202 GUI Version 5.100.5) which as  I  expected had no impact on the problem)

If it will help I will start a new thread

Alan

[Chris-TalkTalk]

Hi Alan,

As Keith says you would usually need to start your own thread but as you are an ex-shell customer you will need to speak to the migrations team on 0345 172 0088, they should be able to help.

Chris

[KeithFrench]

Hi @AlanRButler 

With you being an ex-Shell customer & me not knowing what make/model of router that you have, it is impossible to answer your question.

Strictly speaking, if you want help, you cannot use someone else's thread.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.

Thanks.

[AlanRButler]

I've also been having this problem since I switched to Shell Energy/TalkTalk at the beginning of June. Despite many phone calls and support chats plus 2 visits from Openreach and 3 routers, this still hasn't been resolved. It is now late September, is it ever going to be fixed. 

As it takes a week to test each supposed fix can anybody tell if the DNS change suggested in this thread works please?

Thanks

Alan

[Arne-TalkTalk]

@elfnotpixie try the suggestion from coastertoaster, the issue is registered as an ongoing incident. 

[coastertoaster]

Changing the primary and secondary DNS addresses to 8.8.8.8 and 8.8.4.4 resolved this for me - Homesafe still doesn't work but I'm not bothered so long as the internet doesn't keep cutting out (which it isn't anymore).

Copied from below on how: To change the network DNS servers used by the router, from the advanced mode, go to:-

Internet Connectivity > DNS IPv4

Change the DNS dropdown box to "Manually specify DNS" and then enter the primary & secondary DNS servers as required.

[elfnotpixie]

What's the update on this. This issue has been ongoing since April 2024 for me  internet cutting out every sunday at midnight. Devices stay connected but there's no internet to the router.  I've spoken to Talktalk who say they have no knowledge of this issue - even when I sent them the links to all of this. I don't use HomeSafe. It's  so frustrating. Thanks for your help.

[Arne-TalkTalk]

The issue is still under investigation with My Account. 

[KeithFrench]

The HomeSafe settings can only be accessed (current problems allowing), if your router uses the default TalkTalk DNS server addresses.

[coastertoaster]

@TTalkfixitnow@Arne-TalkTalk I can confirm that the new DNS settings did result in the connection not dropping last night - so this workaround does seem good. I however still can't access the Homesafe settings! Hoping that can be resolved soon...

[TTalkfixitnow]

Following as I also have exactly the same issues with internet dropping every Sunday night, and being unable to access the security settings. 

Have read through the posts in this thread and also updated the DNS settings as suggested to Coasterroaster. I suppose I will only find out if this worked for me, next Sunday. 

Highly inconvenient and frustrating issue, especially being a new customer and having signed-up to a 24 month contract! 

[Arne-TalkTalk]

Thanks Keith,   @coastertoaster let us know if the change solves the problem (temporarily) 

[KeithFrench]

Hi @coastertoaster 

Just glad to be of help.

[coastertoaster]

Hi Keith - thanks so much for that clarification - have now amended and reverted the previous change and it seems to be showing correctly. Surprised a non-TT employee knows more about the product than TT themselves!

[KeithFrench]

This is because you are entering the static DNS entries incorrectly. That page controls the DNS server addresses sent out via DHCP to your devices. This should normally be 192.168.1.1 or whatever the router's IP address is, if you have changed it. 

To change the network DNS servers used by the router, from the advanced mode, go to:-

Internet Connectivity > DNS IPv4

Change the DNS dropdown box to "Manually specify DNS" and then enter the primary & secondary DNS servers as required.

[Arne-TalkTalk]

Ok, What make of router do you have  ill see what I can find.