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.

[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

[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.