topic Re: Internet drops entirely multiple times a day in Broadband

Internet drops entirely multiple times a day

timuk1990 — Thu, 16 Mar 2023 11:22:19 GMT

My internet disconnects completely from all devices roughly 10 times a day for durations of 2-5mins. What can I do? How do I report it? All tests come back ok because I can only test when I have internet obviously. Thanks

Re: Internet drops entirely multiple times a day

KeithFrench — Thu, 16 Mar 2023 11:49:33 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Internet drops entirely multiple times a day

Chris-TalkTalk — Thu, 16 Mar 2023 13:23:37 GMT

Hi timuk1990,

As Keith has requested can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Internet drops entirely multiple times a day

timuk1990 — Sun, 19 Mar 2023 11:13:40 GMT

Hi thanks its updated

Re: Internet drops entirely multiple times a day

Anonymous — Mon, 20 Mar 2023 06:46:04 GMT

Morning,

I've run a test on the line now which hasn't detected a fault and I can see 1 re-connection in the last 4 days. Would you say that the connection has been dropping more often than this? Are you connected wired or wireless when the connection is unstable please?

Thanks

Re: Internet drops entirely multiple times a day

timuk1990 — Mon, 20 Mar 2023 08:41:08 GMT

Hi yes there seems to be periods everyday where although I am connected there is no internet. I am connected wirelessly but it will lose connection across my phone and laptop at the same time.

Wireless bars will drop to 2 or 3 and pages will no longer load until it eventually says no internet available. These periods tend to last for around 5 mins but can occur multiple times in an hour, a few times a day.

Thanks

Re: Internet drops entirely multiple times a day

Chris-TalkTalk — Mon, 20 Mar 2023 08:51:43 GMT

Hi timuk1990,

Are devices connected to your router by Ethernet cable also affected by the disconnections?

Chris

Re: Internet drops entirely multiple times a day

timuk1990 — Mon, 20 Mar 2023 09:31:05 GMT

Hello currently no devices are connected via Ethernet. I would have to test this.

Re: Internet drops entirely multiple times a day

KeithFrench — Mon, 20 Mar 2023 09:42:54 GMT

Hi @timuk1990

When it does drop out, what happens to the light on the front of the router? Is it that the fibre connection is stable & perhaps your WiFi the cause of the instability?

Re: Internet drops entirely multiple times a day

timuk1990 — Mon, 20 Mar 2023 09:46:23 GMT

Yes I think so. The light stays white and constant. The confusion I have is it affects multiple devices.

Re: Internet drops entirely multiple times a day

KeithFrench — Mon, 20 Mar 2023 09:47:25 GMT

Hi @timuk1990,

Slow speed, intermittent dropouts, breaks in the signal, 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 byproduct of the popularity of Wi-Fi.

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.

If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

Re: Internet drops entirely multiple times a day

timuk1990 — Mon, 20 Mar 2023 10:02:36 GMT

Thanks, so providing the light is stable and white there is nothing that can be done on talktalks end? I just have never had so many issues with it in previous homes.

ok I am fairly close to the router so maybe trying 5GHz is worth trying, if not ill have to run an ethernet cable but thats difficult as its downstairs.

The router is sagemcom, I am not sure on the model. It might be FAST 5364.

Re: Internet drops entirely multiple times a day

KeithFrench — Mon, 20 Mar 2023 10:30:13 GMT

Have you had TalkTalk’s Wi-Fi optimisation disabled on your Sagemcom FAST5364 router? When this is enabled, as it is by default, it has the power to override any Wi-Fi configuration changes that I might suggest that you need to make. This will not help rectify this type of problem if Wi-Fi Optimisation is allowed to change my suggested settings. Only TalkTalk can do this for you, you cannot do it yourself. If not, just request they disable this for you in your reply.

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 drops entirely multiple times a day

timuk1990 — Mon, 20 Mar 2023 11:45:32 GMT

Hi, I assume the Wi-Fi optimisation must be enabled then, how do I check? Ok yes please me if you can send me the guide that would br great.

Re: Internet drops entirely multiple times a day

KeithFrench — Mon, 20 Mar 2023 11:46:49 GMT

Only TalkTalk has visibility of the status of WiFi Optimisation, you cannot check or change this yourself.

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.