topic Re: Wi-Fi clients disconnecting every day in Broadband

Wi-Fi clients disconnecting every day

philipmarkevans — Tue, 28 Jun 2022 13:52:42 GMT

Hi,

My TalkTalk router has started disconnecting Wi-Fi clients every day, which means I either need to restart the router or disconnect/ reconnect or restart the clients. Examples include my MacBook, Mac Mini and HP printer. It is driving me mad as I didn’t have this issue until recently (TalkTalk service had been flawless for 18+ months).

Do you want to see the logs, or can you send me a new/ different router? I have sagemcom one.

thanks,

phil

Re: Wi-Fi clients disconnecting every day

Karl-TalkTalk — Tue, 28 Jun 2022 14:00:23 GMT

Hi Phil

So that I can locate your account on our system and pick this issue up for you, please can you add your Account number or Home phone number to your 'Community Profile'.

If you are a Full Fibre customer, please add your FTTP reference or FTTP order Number to your profile.

If you have difficulty providing the above information, please add the Account Holders name, House number and postcode to the Private Notes section that is located at the bottom of your 'Community Profile'

Thanks

Karl.

Re: Wi-Fi clients disconnecting every day

philipmarkevans — Tue, 28 Jun 2022 14:09:46 GMT

Sure Karl - I’ve added my phone number (landline and mobile) to my profile and added my account number to the private notes section

Re: Wi-Fi clients disconnecting every day

Chris-TalkTalk — Wed, 29 Jun 2022 06:09:52 GMT

Hi philipmarkevans,

Thanks for completing your profile. Have you tried resetting your router to factory default settings? If not then can you please do this and let us know if it resolves the issue

Thanks

Chris

Re: Wi-Fi clients disconnecting every day

philipmarkevans — Thu, 30 Jun 2022 12:55:08 GMT

Hi Chris,

I reset the router this morning and will monitor for a few days. Will report back here if I am still seeing wifi dropout issues.

Thanks
Phil

Re: Wi-Fi clients disconnecting every day

Chris-TalkTalk — Thu, 30 Jun 2022 12:56:30 GMT

OK thanks Phil 🙂

Re: Wi-Fi clients disconnecting every day

philipmarkevans — Sun, 03 Jul 2022 19:24:43 GMT

hi Chris/ Karl,

The router worked ok for a couple of days after reset, but started dropping Wi-Fi connections again today.

please advise,

thanks

phil

Re: Wi-Fi clients disconnecting every day

Debbie-TalkTalk — Mon, 04 Jul 2022 05:58:22 GMT

Hi Phil

I'm sorry to hear this. Would you like me to send a replacement router for testing?

Re: Wi-Fi clients disconnecting every day

philipmarkevans — Mon, 04 Jul 2022 06:02:42 GMT

Hi Debbie,

Im happy to try that - let me know if you need any details or can get my address etc from my account number in my profile notes.

thanks,

phil

Re: Wi-Fi clients disconnecting every day

Debbie-TalkTalk — Mon, 04 Jul 2022 06:25:17 GMT

Hi Phil

Thanks for your reply 🙂

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Wi-Fi clients disconnecting every day

philipmarkevans — Tue, 05 Jul 2022 12:59:02 GMT

Thanks Debbie

I've received the new router and swapped out the old one. I changed the wifi network name and password to the same as the old one to avoid having to update all my devices and basic internet connectivity seems OK.

However in the admin settings I notice that I can't see anywhere to set pre-assigned IP addresses - everything is assigned by DHCP - whereas on my old router I was able to assign a couple of fixed IP addresses to my Mac mini server and printer. Is this because I'm now on an older Firmware? It shows as SG4K10001400t. If so, can you trigger an update to the latest firmware or will this happen automatically (overnight)?

Thanks

Phil

Re: Wi-Fi clients disconnecting every day

Debbie-TalkTalk — Tue, 05 Jul 2022 13:03:58 GMT

Hi Phil

Thanks for keeping us updated.

Please can you keep the router switched on and the firmware should update overnight.

I will check this again in the morning.

Thanks again

Re: Wi-Fi clients disconnecting every day

Debbie-TalkTalk — Wed, 06 Jul 2022 09:17:38 GMT

Hi Phil

Apologies it appears that the firmware didn't update overnight.

Would you like me to update the FW today? We advise to leave the router switched on without being rebooted whilst we update the firmware.

This should take no longer than 15 minutes to update.

Re: Wi-Fi clients disconnecting every day

philipmarkevans — Wed, 06 Jul 2022 10:42:26 GMT

hi Debbie

yes that’s fine - please go ahead anytime.

regards

Phil

Re: Wi-Fi clients disconnecting every day

Chris-TalkTalk — Wed, 06 Jul 2022 10:46:15 GMT

Hi Phil,

I'll update your firmware now

Chris

Re: Wi-Fi clients disconnecting every day

Chris-TalkTalk — Wed, 06 Jul 2022 10:55:46 GMT

OK, the firmware update should complete within a few minutes, please don't switch off your router

Chris

Re: Wi-Fi clients disconnecting every day

philipmarkevans — Wed, 06 Jul 2022 11:38:19 GMT

Thanks Chris - will monitor over next few days and let you know if any issues

Phil

Re: Wi-Fi clients disconnecting every day

Chris-TalkTalk — Wed, 06 Jul 2022 12:17:40 GMT

OK thanks Phil

Chris

Re: Wi-Fi clients disconnecting every day

philipmarkevans — Mon, 11 Jul 2022 05:21:28 GMT

Hi again,

Sorry to report that several of my devices started to hop between 2.4 and 5Ghz networks again on a frequent basis. It wouldn’t bother me too much if Wi-Fi connectivity was reliable but it isn’t. A couple of examples:

- my iPad Pro suddenly loses Wi-Fi connection and I need to force a reconnect manually

- my Mac Mini running Plex Media Server disappears from the local network so my Plex clients can’t see it. However when I log onto the Mac Mini and toggle Wi-Fi on and off again, it works fine again for a few hours, maybe up to 1 day, before disappearing again.

I tried disabling the 2.4Ghz network to see if it helped but unfortunately I need it for my EZVIZ and Blink cameras so this isn’t an acceptable long term option. On my original router I had tried renaming the 2 networks and attaching specific clients to specific frequencies but even that resulted in issues.

Am really confused why this is happening - I haven’t fundamentally changed anything in the house, certainly nothing in the router settings in recent months, and obviously we’ve ruled out the router hardware being at fault. Maybe the latest firmware is causing issues leading to devices dropping off and reattaching?

To be honest I am thinking of replacing the Sagemcom router/ modem at this stage.

Do you have any other suggestions?

phil

Re: Wi-Fi clients disconnecting every day

Debbie-TalkTalk — Mon, 11 Jul 2022 06:25:41 GMT

Hi Phil

Apologies for this.

I have switched the WIFI optimisation off. Please can you test a few different wireless channels and let us know how the connection compares?