WiFi dropping out

[Wigan]

My WiFi internet connection has been dropping  out over the last 3/4 days .. I’ve had to switch the router on and off multiple times a day .. a general issue ? Or just mine .. given up with the talk talk chat after over an hour waiting for an agent 

[Karl-TalkTalk]

Hi

Our network Teams are currently investigating and working to implement a solution soon, as soon as we have more info, we will share this with our Community.

Thanks  

Karl. 

[Wigan]

Just restarted  again .. 

[Wigan]

And meantime I have had to restart the router this evening .. at around 9pm 

[Wigan]

Hi Karl / Michelle .. so I’ve been trying to change the DNS as requested.  Unfortunately every time I get to the Talk Talk WiFi hub step it takes me back to the WiFi login screen and therefore does not allow me any further to do the following steps you suggested .  So I can’t do as requested .  I have 3 people in my house trying to work from home this week so really important this is fixed urgently .  Any other ideas ? Thanks for your help 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[Wigan]

Ok thanks Karl .. will try this later when I get home .  I see from some other messages on this topic that some routers have recently upgraded their software .. this the issue ? Would makes sense since my connection has been totally fine for years and able to cope with multiple devices .. till last week .. will do the dns ask later .  Thanks for your help

[Karl-TalkTalk]

Hi

A device wired to the router is best.

Thanks  

Karl. 

[Wigan]

Thanks Michelle .. I am not at home currently but will try to do this when I get home .  I can do this from any source .. phone, pc etc ? 

[Michelle-TalkTalk]

Hello again,

Our engineers are investigating this issue and they have asked if you can try the below:

Change your router DNS settings to use Google DNS.

Open your web browser, type http://192.168.1.1 into the address bar and press Enter
Enter the username admin (in lowercase) and password (you'll find this on the removable settings card on the back of the Hub, and select OK
Select See internet settings
Select Manage advanced settings
Select TalkTalk WiFi Hub
Select DNS Tab
Make sure ON is enabled
Add Primary and Secondary DNS Servers ( Primary = 8.8.8.8  Secondary = 8.8.4.4 )
Select Apply
 

Please note ;  If you currently use any Homesafe services such as Homework Time etc.  This will not work whilst you have the DNS set to Google.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

Thank you for confirming. Our Escalation Team are currently investigating this particular fault (white light on router/no connection) and I'll keep you updated. Do you know roughly when this last happened please?

Thanks

Michelle

[Wigan]

Router is I think a Sagemcom 

[Wigan]

Thanks Michelle .. yes lights stay on and I have done a couple of on resets over  the weekend .  The internet connection drops every couple of hours and you have to switch the router in an off .. been completely stable for a couple of years before Wednesday / Thursday last week .. have open reach been doing work ? 

[Michelle-TalkTalk]

Hi Wigan,

I'm sorry to hear this. Can I just ask, do the lights remain ok on both the ONT and the router when this happens please? Which router are you using please? (make and model)

Thanks

Michelle

[Wigan]

Thanks ! Have tried the pin reset and it still drops  after about 90 minutes .. the chat agent c some back in the end .. took 3 hours .. will try the support again tomorrow 

[ferguson]

Is the ONT working OK i.e. no LOS light on? Which make/model of router do you have and have you tried a pinhole reset if appropriate?

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.