topic Re: Repeated disconnects in Broadband

Repeated disconnects

triphazzard — Sat, 22 Oct 2022 09:43:25 GMT

I've been experiencing repeated disconnects on various devices for some time now and was hoping that support could take a look at my router ( HG633 ). Examples of disconnects include the following :

I have a gaming PC and both Steam and TeamSpeak will disconnect simultaneously. TeamSpeak will not reconnect and must be restarted. This used to happen more frequently several times per session until I turned off Attack Protection and ALG. Now it is still common but usually only happens once per session.
My wife's Dell laptop will disconnect repeatedly throughout the day making it almost unusable if she needs an internet connection.
My work laptop VPN used to disconnect at least once a day. We've upgraded the VPN from AT&T to Citrix and recently I observed the VPN disconnect and reconnect over a dozen times in one day.
Our LG Smart TV ( 49UF680V ) will often disconnect from WiFi. Sometimes it can be reconnected, often it won't connect until the router is restarted.
An NVIDIA Shield occasionally disconnects from WiFi and needs to be manually reconnected. This is running a Plex Server that is available outside of the home network via port-forwarding. This is usually fine as long as the Shield is connected.

Other thoughts and observations...

We don't tend to notice issues with mobile devices, but that might just be because they can fall back to the mobile network?
The WiFi network rarely fails completely and disconnects generally seem to affect devices independently of one another.
When disconnects happen, the router's lights are all green
As mentioned above, Attack Protection is disabled as this seems to make the Teamspeak VoIP disconnects much worse. ALG was also disabled in an attempt to make VoIP connections more reliable.
Both WiFi bands are enabled on the same SSID
I infrequently use a WiFi analyser to select WiFi channels that aren't busy.

Re: Repeated disconnects

KeithFrench — Sat, 22 Oct 2022 15:38:00 GMT

Please can you provide me a set of screenshots from your WiFi analyser, then I can check these for you & advise accordingly? Not knowing which one you are using, please can you get me:-

AP View
2.4GHz channels
5GHz channels
Signal strength/time graph (let it run for 5 mins before taking the capture)

I will need to know which network(s) are yours.

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: Repeated disconnects

triphazzard — Sun, 30 Oct 2022 11:05:22 GMT

Hi Keith, here are screen shots as requested, I couldn't get an AP view for 2.4GHz as, despite my best efforts, I couldn't convince my wireless adapter to switch to that frequency. Hopefully you can determine the favourable channels from the channel view provided. The other networks in my vicinity are largely clustered together in two channels.

5GHz AP View2.4GHz Channel View5GHz Channel View2.4GHz Time View5GHz Time View

Re: Repeated disconnects

KeithFrench — Sun, 30 Oct 2022 11:47:42 GMT

You do not need to be connected to any network to see an AP view, I don't know this analyser, is it under the networks tab? Alternatively, check the developer's website for it.

You have not said which network name (SSID) is yours. Judging by signal strength alone, is it the one called "Trip-and-Tiger"? If so it should not be on channel 4 at all. You can only use channels 1, 6 or 11 as they are classed as the only non-overlapping channels. It is currently interfering with channels 1 & 6 and they are interfering with you as well. You need to move it to channel 6, which looks about the best.

I may have some other recommendations when I see the AP view.

Re: Repeated disconnects

triphazzard — Sun, 30 Oct 2022 16:17:05 GMT

The WiFi analyser that I was using refuses to provide an AP view for a frequency that I am not connected to. I know not why. I have tried another analyser called WiFi Tool and it produced the results below.

I also moved my 2.4GHz network to channel 1 for now as it was quieter. If you still think that channel 6 is best, I'll move it over.

AP View 2.4GHzAP View 5GHzChannel View 2.4GHzChannel View 2.4GHz (3D)Channel View 5GHzChannel View 5GHz (3D)Time and Channel View 2.4GHzTime and Channel View 5GHz

Phil

Re: Repeated disconnects

KeithFrench — Sun, 30 Oct 2022 21:56:58 GMT

There is still no AP view, what operating system is this using?

Re: Repeated disconnects

triphazzard — Sun, 30 Oct 2022 23:22:04 GMT

The last batch of images were produced using WiFi Tool on Windows 11. The screen shots cover every view / graph that the app produces. I assumed that the AP view was the two images captioned 'AP' that show busy / empty channels, but if that's not what you need then please recommend a suitable (free) WiFi Analyser and I will install it and produce the relevant screen shots.

Phil

Re: Repeated disconnects

KeithFrench — Mon, 31 Oct 2022 09:51:31 GMT

NetSpot is by far the best for Windows.

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 how to use NetSpot & get the views I need to help you. You will see then the information contained within the AP View.

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: Repeated disconnects

KeithFrench — Tue, 01 Nov 2022 10:54:05 GMT

It does look a bit more stable currently, but the router is very old by today's standards.

Re: Repeated disconnects

Anonymous — Tue, 01 Nov 2022 11:28:51 GMT

Hello,

We no longer provide the HG633 router, however we can send a different router for testing purposes to see how the connection compares. Would you like us to arrange this?

Thanks

Re: Repeated disconnects

triphazzard — Tue, 01 Nov 2022 12:22:24 GMT

Yes please!

Re: Repeated disconnects

Debbie-TalkTalk — Tue, 01 Nov 2022 12:26:16 GMT

Hi triphazzard

Please can you send me a Private Message to confirm the name on the account, I can then send the replacement router.

Thanks

Debbie

Re: Repeated disconnects

Debbie-TalkTalk — Tue, 01 Nov 2022 12:34:01 GMT

Hi triphazzard

Thanks for the Private Message.

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 again.

Debbie

Re: Repeated disconnects

Debbie-TalkTalk — Fri, 04 Nov 2022 07:34:45 GMT

Hi triphazzard

How are you getting on, have you received the replacement router?

Re: Repeated disconnects

triphazzard — Fri, 04 Nov 2022 08:03:10 GMT

I have thanks. I will install it this weekend

Phil

Re: Repeated disconnects

Debbie-TalkTalk — Fri, 04 Nov 2022 08:05:07 GMT

Hi Phil

Great, thank you 🙂

Debbie

Re: Repeated disconnects

triphazzard — Wed, 16 Nov 2022 17:18:23 GMT

@Debbie-TalkTalk I've spent some time monitoring the new router and although things have improved significantly the 2.4GHz network keeps reverting to channel 1, which is by far the most congested channel in our block of flats. Is there some way to stop this from happening?

Regards

Phil

Re: Repeated disconnects

Debbie-TalkTalk — Thu, 17 Nov 2022 07:13:55 GMT

Hi Phil

Apologies for this.

@KeithFrench could you take another look please? This is with the replacement router connected.

Re: Repeated disconnects

KeithFrench — Thu, 17 Nov 2022 09:08:15 GMT

Hi @Debbie-TalkTalk

No problem at all.

Hi @triphazzard

Which router do you have now? Please can you PM me some more screenshots from the analyser?

Re: Repeated disconnects

Debbie-TalkTalk — Thu, 17 Nov 2022 09:16:53 GMT

Thanks @KeithFrench

It's a Sagemcom hub 1.

Debbie