topic Re: Internet in Broadband

Internet

Towlers — Sat, 26 Feb 2022 15:38:57 GMT

Hi, recently had trouble accessing internet on my iPad and iphone. Keep getting the message “Safari cannot open the page because server cannot be found” Also had trouble opening apps like Fitbit because it says not connected to the internet, but i am.

Has anyone any suggestions please

Re: Internet

ferguson — Sat, 26 Feb 2022 16:37:11 GMT

OK, so under Settings > WiFi on your iPad and iPhone is there a blue tick confirming that you are connected to your router network name on those devices?

Re: Internet

Towlers — Sat, 26 Feb 2022 17:30:20 GMT

Hi, yes, both have blue tick confirming connection

Re: Internet

ferguson — Sat, 26 Feb 2022 19:40:57 GMT

Any issues with other devices? Which router/Hub are you using?

Re: Internet

Towlers — Sat, 26 Feb 2022 20:02:00 GMT

Yes, wife and son also have issues with internet on their phones. I have the latest Talktalk black router/hub

Re: Internet

ferguson — Sat, 26 Feb 2022 20:04:16 GMT

OK, this has been flagged to the support team for you, they will look into this for you as soon they can when they are back online from Monday.

Re: Internet

Towlers — Sat, 26 Feb 2022 20:12:42 GMT

Many thanks for your help

Re: Internet

ferguson — Sat, 26 Feb 2022 20:13:22 GMT

No worries, hope you get it sorted.

Re: Internet

Debbie-TalkTalk — Mon, 28 Feb 2022 08:10:13 GMT

Hi Towlers

I'm sorry to hear this.

I've checked and the router does have the latest firmware version. Are any wired devices experiencing this issue?

Re: Internet

Towlers — Mon, 28 Feb 2022 09:29:12 GMT

Hi Debbie, thanks for replying, not sure I have any wired devices, unless Talktalk tv is wired. Other family members also have the problem when they visit us and log in to Wi-Fi, but dont have the same problem at their houses.

Re: Internet

Debbie-TalkTalk — Mon, 28 Feb 2022 09:40:08 GMT

Hi Towlers

Thanks for your reply.

Have you tried splitting the SSID's and then connecting a device to 5GHZ?

Split your router's SSID (wireless network name)

Re: Internet

Towlers — Mon, 28 Feb 2022 09:58:05 GMT

No, I haven’t tried this. Not much good on the technical side of things, but will give it a go

Re: Internet

Debbie-TalkTalk — Mon, 28 Feb 2022 10:00:53 GMT

Hi Towlers

I have split the SSID's on my router because some devices connect better on 5ghz and some devices like my printer will only connect on 2ghz.

The help page is really good and shows how to do this.

Thanks

Debbie

Re: Internet

Towlers — Mon, 28 Feb 2022 14:18:44 GMT

Hi Debbie, if i split the SSID, will my devices connect automatically to one or the other ?

Re: Internet

Debbie-TalkTalk — Mon, 28 Feb 2022 14:26:32 GMT

Hi Towlers

Each device you can choose which one you connect to. This will show in the wireless settings.

I think most of the devices will automatically connect to 5ghz.

Re: Internet

Towlers — Mon, 28 Feb 2022 15:08:07 GMT

Hi Debbie, been into the router and its looks to me as if it is already split.

still having problems

Re: Internet

ferguson — Mon, 28 Feb 2022 15:22:42 GMT

You will have two separate sets of settings for the 2.4GHz and 5GHz bands, but by default they will have the same network name, or SSID, something like TALKTALK-12345. If you simply edit the 5GHz network name by adding 5GHz at the end of it then your devices will effectively have two networks to choose from. You may have to test with each in turn to see which works best. You can keep the same wireless password for both.

Re: Internet

Towlers — Mon, 28 Feb 2022 17:06:15 GMT

Hi Debbie, not confident enough to split the SSID, but I tried unplugging the router, leaving for a few minutes and re-starting and, early days, but seems much better now. I’ll see how this goes (fingers crossed)

many thanks for all your help

Re: Internet

Debbie-TalkTalk — Tue, 01 Mar 2022 06:38:53 GMT

Hi Towlers

Thanks for your reply.

If you do experience any further issues then please let us know.

Debbie