topic Re: Devices losing connection with router in Broadband

Devices losing connection with router

Ammi321 — Sat, 02 Sep 2023 10:11:26 GMT

For months now our devices have been losing connection with our Sagem Fast 5364 router. I've tried changing the settings and used a WiFi analyser but nothing works apart from turning the WiFi connection off and on or the router off and on, then it will reconnect for a while.

Re: Devices losing connection with router

KeithFrench — Sun, 03 Sep 2023 15:13:42 GMT

Please can you include screenshots from your analyser, so I can see what the problem is & try to get it resolved for you. I will need to see:-

AP View (with your networks selected)
2.4GHz channels (with your network selected)
5GHz channels (with your network selected)
The signal strength/Time graph run for about 5 mins before capture.

Please include your network name as well. Please feel free to PM this to me, if you do not want it being viewed by anyone.

Re: Devices losing connection with router

Debbie-TalkTalk — Mon, 04 Sep 2023 05:26:30 GMT

Hi Ammi321

I'm sorry to hear this.

I can see that Keith has replied to offer support. Is this affecting only wireless devices?

Re: Devices losing connection with router

Ammi321 — Mon, 04 Sep 2023 15:26:00 GMT

Hi Debbie. Yesterday I tried a wired connection between the router and the TV and still no Internet connection until the router was turned off and on again.

Re: Devices losing connection with router

Debbie-TalkTalk — Tue, 05 Sep 2023 05:32:15 GMT

Hi Ammi321

Thanks for your reply.

I think we should send a replacement router for testing, would you like me to arrange this?

Debbie

Re: Devices losing connection with router

Ammi321 — Tue, 05 Sep 2023 07:42:46 GMT

Hi Debbie, thanks for the reply. Yes happy to try another router to see if our router is faulty. Anne-Marie

Re: Devices losing connection with router

Debbie-TalkTalk — Tue, 05 Sep 2023 07:53:55 GMT

Hi Anne-Marie

Thanks for your reply 🙂

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

Let us know how the connection/speed compares.

Debbie

Re: Devices losing connection with router

Ammi321 — Thu, 07 Sep 2023 08:03:08 GMT

Hi Debbie. Arrived yesterday and so far everything stays connected, so it looks like it was the router. Thanks for your help! Will confirm it's definitely sorted after a few more days of use. Anne-Marie

Re: Devices losing connection with router

Debbie-TalkTalk — Thu, 07 Sep 2023 08:06:23 GMT

Hi Anne- Marie

That's great news 🙂

If you do experience any further issues then please let us know.

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

Re: Devices losing connection with router

Debbie-TalkTalk — Wed, 13 Sep 2023 09:23:43 GMT

Hi Anne-Marie

Has everything been working ok since your last post?

Re: Devices losing connection with router

Ammi321 — Thu, 14 Sep 2023 09:04:14 GMT

Hi Debbie, much better. Thanks for your help.

Re: Devices losing connection with router

Anonymous — Thu, 14 Sep 2023 09:10:09 GMT

Good morning,

Really glad to hear that, thanks for letting us know 🙂

Thanks

Michelle