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.

[DJI_MINI_2_SE]

"Have you checked your HomeSafe settings in your My Account, specifically KidSafe and Homework Time?

Thanks

Michelle"

@Richard-UK   "My Homesafe settings were all off. However, I clicked the Homework Off toggle anyway and hey presto, I got the Internet back, along with an email to say I'd turned it off.

This is quite obviously a bug!"

[Michelle-TalkTalk]

Hi @Henrymccollah 

Have you checked your HomeSafe settings in your My Account, specifically KidSafe and Homework Time?

Thanks

Michelle

[Richard-UK]

Finally, I Googled this issue and found it was common and not as I'd expected a maintenance window.

My Homesafe settings were all off. However, I clicked the Homework Off toggle anyway and hey presto, I got the Internet back, along with an email to say I'd turned it off.

This is quite obviously a bug!

I won't be able to update you all as to next Sunday as I've already decided not to renew at the end of my contract which is imminent. So, good luck to you all!

TalkTalk offers you a renewal price by email, which is lower than what you get in your account and the only way is to laboriously chat with an agent each time. I've been with them for 10 years.

This solution will probably be deleted. 😜

[Henrymccollah]

my WiFi has been doing this since I got it any update on how to permanently fix this 

[Michelle-TalkTalk]

Hello,

Ok thanks for confirming. Are you still unable to view the security section in your My Account? Have you also tried switching HomeSafe/Kidsafe on, specifically Homework Time and then switched it back off again after a couple of hours?

Michelle

[coastertoaster]

Hi @Michelle-TalkTalk - yes I had a replacement router last March via your phone support team. As anticipated that made absolutely no difference - the only thing that helped last time was adjusting the DNS settings as mentioned.

[Michelle-TalkTalk]

Hi Alan,

Thanks. My response was for the original poster of this topic.

Michelle

[AlanRButler]

Hello Michelle,

Yes I have had a replacement Router and that still had the same problem with my Internet going off for one hour at midnight each Sunday night.

Please see my reply on 27th January 2025 where I describe how I cured the problem for me.

Regards

Alan 

[Michelle-TalkTalk]

Morning,

Have we ever sent you a replacement router? If not then I think we should try this to rule this out.

Michelle

[coastertoaster]

Hi @Debbie-TalkTalk - yes I am sill using non-TT DNS settings - please refer to the screenshot attached. And it appeared to be the typical hour or so that it was off for, as in the previous instance.

 

[Debbie-TalkTalk]

Hi @coastertoaster 

I'm really sorry to hear this.

Just to confirm, you were still using non TT DNS settings when this issue occurred?

How long did the connection go down for?

[Gliwmaeden2]

I'm re-escalating this thread for staff to reply to the original poster. 

Please look out for a response during the day, @coastertoaster.

[AlanRButler]

I've had many conversations with Tech Support and done a lot of investigation myself and I think the problem is with Homesafe.

It seems that Homesafe gets enabled by TalkTalk and in the background a "Homework" schedule gets setup. However you can't see what the schedule is that they have setup, I think in my case it was setup for Midnight Sunday night for 1 hour hence the downtime during that time.

The fix for me was to go into Homesafe, setup a homework schedule.

Log out of the account

Sign back into the account go into Homesafe and remove the schedule and then dissable Homesafe

This overrides the schedule setup by TalkTalk

I did this at the end of September 2024 and haven't had any problems since even though I have reverted back to the original DNS

Alan

[coastertoaster]

This is, as of a couple of weeks ago, started to happen again. Exactly the same issue - cutting out immediately after midnight on a Sunday night/Monday morning (i.e. now). DNS servers are still set to the non-TalkTalk ones as in the previous temporary fix.

Not acceptable whatsoever - please advise @Arne-TalkTalk @Chris-TalkTalk 

[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