topic Re: Internet connection keeps dropping in Broadband

Internet connection keeps dropping

ernie66 — Sat, 30 Jul 2022 12:45:35 GMT

My wi-fi internet connection keeps dropping across all devices multiple times a day and sometimes multiple times an hour.

My router is a hg635 and the connection has been given a clean bill of health. The LEDs are always green with the power and broadband lights stable, and stay that way when the connection drops.

I have reset the router without any change and I now have to re-boot the router every time it drops, although occasionally it will reconnect itself. This has now become very tedious.

When connected the signal strength is strong and down/up speeds are very good.

I think all avenues have been exhausted now and it might be time to swop out the router.

Re: Internet connection keeps dropping

KeithFrench — Sat, 30 Jul 2022 13:54:55 GMT

Whilst it might be the router, it could also be WiFi interference. Only TT can issue a new router, but unless you go via the service centre, the TalkTalk support staff on the forum do not work at weekends.

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a by-product of the popularity of Wi-Fi.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

Re: Internet connection keeps dropping

Debbie-TalkTalk — Mon, 01 Aug 2022 06:09:38 GMT

Hi ernie66

How are you getting on? I can see that Keith has offered to help.

Thanks

Re: Internet connection keeps dropping

ernie66 — Mon, 01 Aug 2022 10:50:59 GMT

Hi Keith thanks for your input.

The LEDs are always green with the power and broadband lights stable, and stay that way when the connection drops.

The drop out only happens across my wireless devices , ethernet connections aren't affected.

Re: Internet connection keeps dropping

KeithFrench — Mon, 01 Aug 2022 11:46:23 GMT

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots that I have requested in my guide (no photos please they can be difficult to read as text can get out of focus when zoomed in), from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. If you prefer PM them to me. If you do PM me, then please add a link in there to this thread, so that I can find it easily.

Re: Internet connection keeps dropping

Debbie-TalkTalk — Mon, 01 Aug 2022 11:48:57 GMT

Thanks @KeithFrench

Re: Internet connection keeps dropping

ernie66 — Tue, 02 Aug 2022 18:59:24 GMT

Thanks @KeithFrench for the guide it made good reading.

I installed and ran the app on my laptop and changed the auto channel on the hg635 to channel 6 and had no drop outs, all was going fine until the 2.4k band dropped out for no apparent reason as there were no other APs nearby on the same channel, the internet was kept alive by the 5k band but at reduced speed (8Mbps). Also tried other channels with same effect. I have been trying to take screen shots as requested but now I can't get 5mins worth of signal before the 2.4k band drops out(this is after a reboot) even tried a reset. Getting frustrated now as my security cameras operate on the 2.4k band. @Debbie-TalkTalk i would like to try another router please.

Re: Internet connection keeps dropping

KeithFrench — Tue, 02 Aug 2022 20:49:44 GMT

Hi @ernie66

If it is playing up like this, it is the ideal time to take screenshots, then I will be able to see what the problem is.

Re: Internet connection keeps dropping

KeithFrench — Wed, 03 Aug 2022 08:57:06 GMT

Hi @ernie66

The problem is not your router, I see no need for @Debbie-TalkTalk to replace it at all, but that is out of my control.

You are currently using channel 4 in the 2.4GHz band, which is interfering with everyone else on channels 1 & 6 and hence they are interfering with you because of this.

Please note that you can only use channels 1, 6 or 11 in the 2.4GHz band, as they are classed as the only non-interfering channels. However, I have seen a lot of cases of recent, where people do not follow this recommendation, which is probably down to they did not know about it!

What you need to do is move your router to channel 1 (see my guide if you do not know how to do this). Then if you still get problems after that, please PM me another set of screenshots. If you do, it would help if you highlight your network in the AP view, rather than the Linksys one that you have done.

Re: Internet connection keeps dropping

ernie66 — Wed, 03 Aug 2022 10:13:20 GMT

ok @KeithFrench thanks for the advice .

Have changed to channel 1, lets see how that goes.

Re: Internet connection keeps dropping

ernie66 — Wed, 03 Aug 2022 11:46:29 GMT

Hi @KeithFrench sending screen shots channel 1.

A question for you , using Netspot, I've noticed from nearby APs that all are using only channels 1,6 and 11 in the 2.4k band. I assume that their routers etc are in auto channel switching, if this is the case why doesn't my hg635 do the same when in auto.

Re: Internet connection keeps dropping

KeithFrench — Wed, 03 Aug 2022 12:08:55 GMT

That is one for Huawei to answer not me!

Re: Internet connection keeps dropping

KeithFrench — Wed, 03 Aug 2022 12:12:13 GMT

Thanks for your screenshots, things are much worse because you are now using a channel bandwidth of 40MHz in the 2.4GHz band. This is also not recommended, because it uses 9 out of 11 channels and will at best slow your throughput. You will find it much better using 20MHz Only. How to change this is documented in my guide.

Re: Internet connection keeps dropping

ferguson — Wed, 03 Aug 2022 12:15:36 GMT

@KeithFrench Great advice and help as always. A bit like this?

Re: Internet connection keeps dropping

KeithFrench — Wed, 03 Aug 2022 12:39:13 GMT

Hi @ferguson

That is perfect!

Re: Internet connection keeps dropping

ferguson — Wed, 03 Aug 2022 12:40:24 GMT

🥰

Re: Internet connection keeps dropping

ernie66 — Thu, 11 Aug 2022 14:59:03 GMT

Hi @Debbie-TalkTalk

Despite having carrying out all of the suggestions given to me by @KeithFrench (many thanks to him), I am still experiencing loss of connection several times a day and night, more often than not only the 5k band is activated after a reboot of the router. I now find myself constantly rebooting until both bands are visible.

I think the time has come to swop out the router for testing, I would be grateful therefore if you would send a replacement, perhaps the wi-fi hub for trying out.

Re: Internet connection keeps dropping

Karl-TalkTalk — Fri, 12 Aug 2022 05:31:49 GMT

A replacement router is on the way for testing.

Regards,

Karl.

Re: Internet connection keeps dropping

ernie66 — Tue, 16 Aug 2022 12:39:42 GMT

Hi @Karl-TalkTalk

Thanks for sending out the replacement Hub but unfortunately it will not start up, all I get is a flashing amber light. It can be seen that it is trying to start as the amber light changes its interval (speeds up and then slows down). It did however connect just once but as I touched the Hub it went back to flashing amber. Have tried all the tips, of rebooting several times and waiting between boots but with no luck.

Have gone back to previous router which is now down more than it is up , then only with a 5k signal !!!

About to throw both routers out the window.

Re: Internet connection keeps dropping

Karl-TalkTalk — Tue, 16 Aug 2022 12:44:35 GMT

The new router may try to update the first time it is connected, but first, can you power off the router for 30 minutes, leave everything off to allow the session to clear, then connect the new router and give it 10 minutes to see if it updates and goes online.

Karl.