Broadband WiFi Connection Problems

[opticfibre]

Hi, I most recently reported this problem about 6 weeks ago but it actually goes back at least 18 months.  I chatted with Chris about it and for a while it seemed to resolve itself, but then returned.

My house is a typical 2-storey detached 1981 built house. 

The TT  Sagemon Fast router (replaced about 5 months ago) is located in upstairs bedroom, alongside main desktop PC (ethernet connected).  The Wifi extender TT provided about 6 weeks ago is downstairs at one end of long living room.  

Our 4 devices (2 mobile phones, 2 laptops) are mainly used downstairs in the living room, and continually lose Wifi connection (several times a day).  Wifi connection can only be regained by bringing the phone or laptop  close to the main router.  Bringing them close to the wifi extender does not have any effect.

The phones often show “Obtaining IP address . . .”.  One phone (Samsung S10e) is worse than the other (LG G6)

Both phones keep switching to 4G, thus incurring charges.

The ethernet-connected PC is usually OK but sometimes I have problems when linked up to a friend on MSFS 2020.

The ethernet-connected Smart TV occasionally says no internet connection, but then regains connection.

I'm really at a loss to know what to do.  TalkTalk, I must get this problem resolved . . .

[ferguson]

I do not believe that BT Hubs are compatible with other than their own network. 

[opticfibre]

Having entered the username and password you say, and clicked 'Connect', I get this......

 

[opticfibre]

If I input the Hub's p/w and go to Advanced Settings, see attached, there appears to be an option to change the Broadband username, but using your information (to input mytelNo@talktalk.net + the 12345678 password) I get an orange message saying 'Changes need to be saved' but no obvious way to do it. 

 

[opticfibre]

Hi, I'm in real trouble trying to get the BT Hub router to work! I got the impression from your reply that it would be straightforward, but anything but. 

It's powered up and I get this multi option screen, but don't know where to start. It's saying 'unable to connect to internet' even though it is connected by cable to the house master socket. 

 

[Karl-TalkTalk]

Hi

When setting up a non TalkTalk Router, just keep all settings to automatic, and if you need to enter log in details for broadband, just set the details as follow :

User :  phonenumber@talktalk.net

password : 12345678

We use network authentication, however some routers will require that you enter user details before they let you continue, so just enter the above and all should be ok.

Karl.

[opticfibre]

Hi Debbie,

I'm pretty much giving up now with my TT router and am planning to buy the BT Smart Hub Router, which has good recommendations.

I see you provide a procedure - "SET UP A NON-TALKTALK ROUTER", and just wanted to check that I can use it for manually entering the connection settings, if needed? 

Thanks.

[Debbie-TalkTalk]

Hi opticfibre

Thanks for your reply.

Please let us know how you get on.

Debbie

[opticfibre]

Hi, if you are talking about the Samsung S10e mobile, yes, it has the latest updates.  In fact, all the devices have up to date software.

But right now they are connecting to wifi as they should.

In the next few days I will check if there is any problem at a different location.

Thanks.

[Debbie-TalkTalk]

Hi opticfibre

I've checked and your router has the latest firmware version. The WIFI optimisation is also switched off.

Does this particular device/phone have the latest software update?

[opticfibre]

How do I check what firmware I have on my Sagemcom router?

[Michelle-TalkTalk]

Hello,

Unfortunately we no longer stock the Huawei Wifi Hub and can only send the Sagemcom router. What version of firmware do you currently have on your router?

Thanks

[opticfibre]

The Sagecom Fast is the 2nd router Talktalk has supplied to attempt to resolve this problem, see my initial summary.  I thought there was an alternative router available - the Huawei DG8041W.  Isn't that compatible with my broadband package, and worth a try?

I am away shortly for a few days. 

[Michelle-TalkTalk]

Morning,

Thanks for the update. We can only provide a Sagemcom router. Would you like us to send another router for testing purposes or would you prefer to monitor for a while longer?

Thanks

[opticfibre]

Karl,

I don't believe changing the wireless channels has made any difference, although as I have previously said, the fault is intermittent. 

One device in particular, my wife's Samsung phone, is often unusable on Wifi unless the phone is within a metre or so

of the router.  Anywhere else in the house and it displays the message "Connected Without Internet".

Having said this, all devices over the last 3 days have maintained a Wifi connection in the house!   This shows how difficult it is to diagnose the problem.  I do wonder if there is an alternative TalkTalk router available that I could try?

[Karl-TalkTalk]

No Problem 🙂

Let me know how it goes.

Karl 

[opticfibre]

Karl,  OK, rebooted and will now access our devices and connection to wifi for a couple of days.

Thanks

[Karl-TalkTalk]

Hi

it will not hurt to reboot the router, and if still having issues, we can always try a new router.

Karl

[opticfibre]

Hi Debbie,

I've followed the instructions and changed both wireless channels.  Should I turn off, and then back on, the router?

[Debbie-TalkTalk]

Hi opticfibre

The line test is clear - No faults detected.

The connection appears to be stable. Last re connection was on 28/04, the connection has been stable since.

I've now switched the WIFI optimisation off, please can you try a few different wireless channels to see how the connection compares?

Change your wireless channel

[Debbie-TalkTalk]

Hi opticfibre

Ok, I'm just running a line test now and I will post back shortly.