topic Re: Wifi connects but no Internet on some devices in Broadband

Wifi connects but no Internet on some devices

Mark123456789 — Tue, 18 Oct 2022 19:17:44 GMT

I've recently joined Talktalk and have Fibre 65 with Sagecom Fast router (software version SG4K100136).

I'm constantly having issues with devices remaining connected to WiFi but losing Internet connection. I've restarted router but still have issues. Sometimes a device will connect and work fine and the next day it says no Internet (despite other devices having an Internet connection).

Currently my laptop connects to friends WiFi and has Internet access but doesn't have Internet access when connected to home network.

I need to use my laptop for work so I really need to solve my broadband problem!

Please help!

Re: Wifi connects but no Internet on some devices

Skynet_TX — Tue, 18 Oct 2022 19:22:25 GMT

Hi @Mark123456789,

This could potentially be caused by Wi-Fi interference (e.g. a neighbour having a router broadcasting on the same, or similar, channel to 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.

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.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is provided on (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: Wifi connects but no Internet on some devices

Mark123456789 — Wed, 19 Oct 2022 05:33:36 GMT

I have used a WiFi analyser to see if I share same channel as other users with stronger signals, but my network is showing as the strongest.

Also I've renamed my 5ghz channel so I can choose between 2.4ghz and 5ghz connection and my laptop is denied Internet access for both. Yet my phone is in exact same location and has Internet access and good speed for both 2.4ghz and 5ghz WiFi connection.

I've read some posts that it may be due to the Sagecom router firmware (people have experience exactly the same probleml, so is it possible for my firmware to be checked and updated if necessary?

Re: Wifi connects but no Internet on some devices

Debbie-TalkTalk — Wed, 19 Oct 2022 06:11:54 GMT

Hi Mark

I have switched off the WIFI optimisation, please can you test a few different wireless channels again?

Thanks

Re: Wifi connects but no Internet on some devices

Mark123456789 — Thu, 20 Oct 2022 18:21:24 GMT

I've tried different channels and managed to get Internet access on one PC, however the problem now moved to my other PC. It seems that my router randomly decides that one of my devices are refused Internet access. I've also discovered that although I have no Internet over WiFi I'm still able to use the home printer which is linked to the router via WiFi. So I don't think its an issue with blocked airwaves.

I've also tried connecting my PC directly to the router using ethernet cable and it still has no Internet access, but is able to see another device on the network.

Re: Wifi connects but no Internet on some devices

Anonymous — Fri, 21 Oct 2022 05:32:52 GMT

Morning,

Just to confirm, have you tried factory resetting the router and then re-setting this back up again?

Thanks

Re: Wifi connects but no Internet on some devices

Mark123456789 — Sat, 22 Oct 2022 07:23:51 GMT

Hi,

Factory reset completed and issue moved from one device to another.

Is there a limit on how many devices are allowed Internet access?

Currently we have no media streaming and no gaming.

My network is mainly IOT and couple of phones.

Re: Wifi connects but no Internet on some devices

Anonymous — Mon, 24 Oct 2022 05:34:10 GMT

Morning,

I'm sorry to hear this. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: Wifi connects but no Internet on some devices

Mark123456789 — Tue, 25 Oct 2022 04:24:16 GMT

Hi,

If you can send another router fo testing then that would be great!

Many thanks

Re: Wifi connects but no Internet on some devices

Debbie-TalkTalk — Tue, 25 Oct 2022 05:20:42 GMT

Hi Mark

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: Wifi connects but no Internet on some devices

Debbie-TalkTalk — Mon, 31 Oct 2022 10:14:13 GMT

Hi Mark

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

Thanks

Re: Wifi connects but no Internet on some devices

Mark123456789 — Mon, 31 Oct 2022 18:08:14 GMT

Hi Debbie,

I received the replacement router but am experiencing the same problem.

So have now relocated the router so it's immediately adjacent to the phone socket and away from any potentially interfering devices.

Perhaps interference of nearby devices is causing the router to behave abnominally, so I'm hoping to verify if this is the case and will update soon.

Re: Wifi connects but no Internet on some devices

Anonymous — Tue, 01 Nov 2022 07:14:45 GMT

Morning,

Ok thank you for the update and we will check back in with you in 48hrs to see if there has been any improvement.

Thanks

Re: Wifi connects but no Internet on some devices

Anonymous — Thu, 03 Nov 2022 07:29:34 GMT

Morning,

Just checking back in to see how the connection has been?

Thanks

Re: Wifi connects but no Internet on some devices

Mark123456789 — Fri, 04 Nov 2022 15:02:08 GMT

Hi,

Moving the router to immediately adjacent to incoming phone line made no difference and it seems that the replacement router behaves in the same way.

Today my works laptop was working okay over WiFi and then said 'no Internet'.

So I tried connecting directly to the router by ethernet cable and still no Internet.

Is there any information available about the maximum number of connected devices?

I chose the Fibre65 plan as I have more than 10 devices, one of which is an xbox via ethernet.

Whereas I think the lower package only supports up to 5 devices?

Is it possible for me to use a 3rd party router instead of the Sagemcom Fast F5364?

Re: Wifi connects but no Internet on some devices

Skynet_TX — Fri, 04 Nov 2022 20:10:05 GMT

You are able to use a 3rd party modem/router if you wish, details on the settings you would probably need to change can be found here

Re: Wifi connects but no Internet on some devices

Chris-TalkTalk — Mon, 07 Nov 2022 07:44:03 GMT

Hi Mark,

As Skynet says, you can use a third party router.

You should be able to use a lot more than 10 devices without any problems

Does the light change on your router when the connection drops?

Chris

Re: Wifi connects but no Internet on some devices

Mark123456789 — Tue, 08 Nov 2022 17:42:25 GMT

The light stays solid white the whole time and devices appear to be connected to the router (they show as connected devices when I access router GUI).

But for some reason some connected devices cannot access Internet (as if the DNS server is unavailable), despite other devices having Internet access.

Yesterday my freeview box was denied Internet access when connected via ethernet but connected when I disconnected the ethernet cable and used WiFi instead.

Rebooting the Router just means another device is denied Internet access instead.

The router I received for testing is being returned as it seems to behave same way.

Re: Wifi connects but no Internet on some devices

Peshy42 — Tue, 08 Nov 2022 18:28:08 GMT

Had similar issue recently, Debbie (TT support team) turned Wi-Fi optimisation off (apparently only TT can do this) and currently everything works fine after rebooting with new setting. See if this works for you. Cheers.

Re: Wifi connects but no Internet on some devices

Anonymous — Wed, 09 Nov 2022 06:29:09 GMT

Morning,

Can I just confirm, is it just wireless devices which experience this issue? Would you like us to try switching the wifi optimisation off to see how this compares? You would then be able to manually change your wireless channel. We can always switch this back on for you.

Thanks