WiFi keeps showing as connected with no internet

[abby23t]

I’ve been having an ongoing problem all week where every hour or so my internet stops working. When I go into the wifi settings on all my devices it shows “connected without internet”. This is typically solved by restarting my router but will only work for an hour or so before I have to reboot again. Each time this happens the white light is still on on the front of the router.  I have used the live web chat and called TalkTalk only to be told there’s no issue on their end and that my internet is working fine, which it obviously isn’t considering I am constantly losing connection. Any idea how to sort this as it’s becoming increasingly frustrating to be paying for a service that I am barely receiving. 

[Anonymous]

Morning,

I'm sorry to hear this. We've let our Engineers know now and they are still investigating this. We'll keep you updated.

Thanks

Michelle

[abby23t]

Just to let you know this hasn’t work as I’ve already had to reset the router again!!! Please fix this issue as I’m fed up paying for with this terrible service!!

[KimmyB09]

Following as this is also been happening every half hour or so since Friday! I wonder what compensation they are offering for their shoddy services 

[abby23t]

Thank you so much, seems to have saved it now. Apologies - I’m not the most tech savvy person out there

[ferguson]

Yes.

[abby23t]

Where do I find that? The same link I used previously?

[ferguson]

Try this way: click on See internet settings > Manage advanced settings > Internet connectivity > DNS IPv4. It will show Obtain DNS Automatically. Click on that and select Manually Specify DNS. Enter 8.8.8.8 in the Primary and 8.8.4.4 in the Secondary server boxes. Click Apply at the bottom.

[abby23t]

Hi Karl. I have gone onto the link and done that but now this is shown in the settings so I don’t think it has been successful. Is shows this despite me changing primary and secondary dns to what you have said. 

 

[Karl-TalkTalk]

Hi

Can you change the DNS Settings in your router to use Google DNS, and test this over the course of the day to see if this resolves the connectivity issue where the router light remains white.

Please report back if this does help as this will aid our investigation.

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 

Karl. 

[Gliwmaeden2]

Yes, I agree that this is the issue.

It's NOT normal to get such a prevalence of this.

Forum staff are online now so we should start to make some headway in the course of the week.

[abby23t]

But that’s the issue, it’s happening with all my devices. And it’s been happening for a week now. Clearly something go going on at talktalks end and no one wants to help. 

[Gliwmaeden2]

@AWood2024, please read the above and return to the message board. Click on start a topic to begin your own thread. 

Also complete your community forum profile details for Talktalk staff to identify your account. 

See my first response to the original poster. 

Staff will only reply to the original poster in a topic. 

[AWood2024]

Hi, I’m also having the same issue, and like you have been for several days now. Concerned as I work from home so need my internet to be working tomorrow. It’s frustrating, and I’ve ran the diagnostic test and it says they are investigating so if it’s not working tomorrow hopefully if I ring up they’ll be able to assist!

[Gliwmaeden2]

@sparky161, please just follow up on your own thread, as extra posts on another customer's hold up its progress in the queue for attention from staff.

This thread is already considerably delayed by multiple contributions!

@abby23t, it's not that unusual to get the "connected without Internet" message, unfortunately  - sometimes one device will be connected absolutely fine and yet the one next to it shows this.

But we don't normally see such a rash of cases! We have alerted staff and they will reply ASAP.

[sparky161]

Im having same issue, i wonder if a new firmware has been released and is failing?

[abby23t]

And face the early cancellation fees? I’d rather get the service I’m paying for. 

[abby23t]

All lights remain on. 
Like I said in my post I have had to restart countless times, which only worked for a couple hours. 

[abby23t]

As I said in my post, that is the message shown in the wifi settings on my devices. 

[DJI_MINI_2_SE]

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@abby23t wrote:

 Each time this happens the white light is still on on the front of the router

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What lights are on the ONT when this happens?

Have you tried turning the modem and ONT off for 30 minutes as that is often suggested?

[Billx]

I've never had a message like “connected without internet”.

Which router responds like that?

Bill