Router keeps dropping out

[Anonymous]

Yesterday (8th January) I had full fibre installed which all went well, however the new router keeps dropping out. What I mean by this all devices stay connected to the router but no internet is coming through. So any websites you load come up says the sever isn’t available or your device isn’t connected to the internet. This happens on all devices connected both through Ethernet and Wi-Fi. The router light says it’s connected to internet still but the only way to resolve this issue is to restart the router every time.

[Philile-TT]

@KeithFrench thank you for the support.

[KeithFrench]

V174 is very old now, it should be automatically updated soon to V208.

[Philile-TT]

@Anonymous please contact the full fibre team using the details below: 

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[Anonymous]

I had an engineer come round yesterday and he gave a replacement hub and it’s seems to have fixed the specific issue we were having with the internet dropping out. However, we have now got a different model, downgraded from a hub 3 to a hub 2 and we have noticed some devices aren’t quite as quick as they were (when the internet wasn’t dropping), which is a little disappointing as I’m now paying more than I did for full fibre. I also can’t put anything into the DMZ, every time it says invalid IP even though it’s valid, didn’t have this problem with the hub 3. Firmware version on the replacement hub 2 is SG4K100174.

[Philile-TT]

@Anonymous I have checked the case, and it has been assigned to the services team please allow the time frame of 2-3 working days for an update. 

[Philile-TT]

@Anonymous thank you for confirming that, I will check if there is an update available. 

[Anonymous]

I contacted customer services on Saturday and after nearly 2 hours on chat was told a fault was found on the line and that it’s been forwarded to the case management team to investigate. I’m still currently waiting to hear back or have any sort of update.

[Philile-TT]

@KeithFrench thank you for the support. 

[KeithFrench]

Hi @Anonymous 

Please can you answer my questions in my last post? Thank-you. Other than that, you will need to contact the Full Fibre Helpdesk on: 0345 172 0074.

Their opening hours are Monday-Friday 09:00 to 19:00, Saturday 09:00 to 18:00, Sunday: Closed.

You may not always be able to speak to someone on this number; they may send you a text message instead. If that is the case, the text will contain a link to start an online chat. On that chat, you can insist on speaking to a person, but there may be a delay before you are connected.

[Philile-TT]

@KeithFrench you can mention me if you need something. 

[Anonymous]

Yes I have powered down both the router and ONT for over an hour on Friday night and still regularly drops out.

[ferguson]

@Anonymous 

Have you tried the 30 minute power down as suggested by @fr8ys earlier?

[KeithFrench]

Hi @Anonymous 

When this happens, what is the state of the lights on the ONT? There are various ONTs that you might have, depending on who provided the Full Fibre, so please do not respond with "four green lights" or similar, as that will mean nothing to me. When it cuts out, what happens if you connect an Ethernet device to the ONT in place of the router? Does that work then?

[Gliwmaeden2]

@Anonymous, the link I sent you shows the opening hours - they just drop everything at closing time, so allow a margin for queuing too!

[Anonymous]

Thanks for the reply, I did try to contact live chat earlier and was sat in a queue for 20 minutes then got disconnected. I’ll have to try again tomorrow.

[fr8ys]

Staff here do not have access to the full fibre systems to run diagnostics so you will need to phone them. 

03451 720088

Before doing so though, power down both the Router and ONT box for at least 30 minutes to establish a new session.  This way you can advise the full fibre tram you have tried this.

When I updated it took a couple of days to settle down, but has been fine since. Hopefully yours will too.

[Gliwmaeden2]

Try to reach support over the weekend by phone or Live Chat, @Anonymous.

Forum staff will not be back on here before Monday. 

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...