topic Re: Broadband disconnecting in Broadband

Broadband disconnecting

LaurenW12310 — Thu, 16 Jun 2022 17:48:46 GMT

For the past few weeks our internet loses connection regularly throughout the day but is particularly bad in the evening. Sometimes it reconnects itself, sometimes it needs resetting.
thanks

Re: Broadband disconnecting

Skynet_TX — Thu, 16 Jun 2022 18:45:12 GMT

Hi @LaurenW12310,

Do you know if the problem is with the router losing its connection to the internet (in which case a light on your router which is normally constantly lit will change colour or flash), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the light(s) on the router will just carry on looking normal).

Do you have any ‘wired’ devices, do they also lose connection ?

Re: Broadband disconnecting

LaurenW12310 — Thu, 16 Jun 2022 19:00:19 GMT

The light on the router stays solid white so I assume we are just losing wifi connection?

no wired devices

Re: Broadband disconnecting

Skynet_TX — Thu, 16 Jun 2022 19:09:45 GMT

If devices do sometimes just reconnect by themselves, without you having to do anything, then this may be an indication you are suffering from Wi-Fi interference, i.e. signals from your neighbours routers interfering with yours.

You could try changing the channels that your router broadcasts the Wi-Fi signal on, you can use free smartphone Apps like this to see what channels are being used within range of your smartphone, you can then change your router to use channels that are less congested.

If trying the above makes no difference then it may indicate an issue with the router, the Support Team here would be able to help with that.

I'm not sure what router you have, but be aware that the Sagemcom router has a feature called 'Wi-Fi Optimisation', this means it can change the Wi-Fi channel itself, overriding what you have set it to, it can randomly do this after minutes, hours or days !. So if you do find a channel that works well, but then things go bad again, check to see if the router has changed channel to something different to what you set it to. If you do experience this problem then just post back here to ask the Support Team to disable the 'Wi-Fi Optimisation' on your router, once that is done it will stay on whatever channel you set it to. This only affects the Sagemcom Wi-Fi Hub, if you have the Huawei Wi-Fi Hub it will stay on whatever channel you set it to.

Re: Broadband disconnecting

Debbie-TalkTalk — Fri, 17 Jun 2022 06:19:57 GMT

Hi LaurenW12310

I'm sorry to hear this.

The line test has detected a potential fault towards the property.

Is the router connected at the test socket at the moment?

Thanks

Re: Broadband disconnecting

LaurenW12310 — Fri, 17 Jun 2022 06:45:43 GMT

I’m not sure what the test socket is? It’s just plugged into the mains power

Re: Broadband disconnecting

Debbie-TalkTalk — Fri, 17 Jun 2022 06:46:48 GMT

Hi LaurenW12310

Would it be possible to post a photo of your socket on this thread, I can then check this for you.

Thanks

Re: Broadband disconnecting

LaurenW12310 — Fri, 17 Jun 2022 07:16:40 GMT

Hi, not sure if this is what you mean? (Absolutely rubbish with any technological- sorry!)

Re: Broadband disconnecting

LaurenW12310 — Fri, 17 Jun 2022 07:17:38 GMT

Re: Broadband disconnecting

Debbie-TalkTalk — Fri, 17 Jun 2022 07:19:33 GMT

Hi LaurenW12310

I can see the photo thank you 🙂

If you squeeze the clips on the side of the socket gently then the lower section of the cover should come away. Underneath there should be a test socket.

Please can you plug the filter and router into this test socket and I can then run another line test in this set up.

Thanks again.

Re: Broadband disconnecting

LaurenW12310 — Fri, 17 Jun 2022 07:49:57 GMT

Hi.

I can’t get to the socket until my partner is home as it’s behind a heavy bookcase. I’m not sure we have a filter??

Is it not possible to have someone sent out to look at this? We’re paying for a service that is not working properly. Thanks

Re: Broadband disconnecting

Debbie-TalkTalk — Fri, 17 Jun 2022 08:06:07 GMT

Hi Lauren

I can arrange an Openreach engineer visit but just to advise, if the faceplate or filter is faulty then Openreach can charge for this visit as they only maintain the line up to the test socket.

You should have received a microfilter with the router.