topic Re: Lost connection on iPhone and ipad in Broadband

Lost connection on iPhone and ipad

Jojox — Wed, 20 Dec 2023 17:39:11 GMT

My iPad and iPhone have been connected to my internet for years, yet since Sunday I have lost connection. I have repeatedly tried turning router off for over an hour at a time but all I get is “ unable to join the network “. Any ideas why?

Re: Lost connection on iPhone and ipad

Divsec — Wed, 20 Dec 2023 17:53:19 GMT

Hi @Jojox have Apple done any updating of operating system recently?

Worth powering down your tablet and phone then restarting.

Regardless your post has been escalated and you should hear soon from someone more apple orientated than me.

Re: Lost connection on iPhone and ipad

Jojox — Wed, 20 Dec 2023 18:01:27 GMT

Hi Divsec, thanks for your reply, there have been no updates done. I’m just so frustrated as this has happened before and then after a while resolves itself. I still have copper wire not fibre and because TalkTalk want me to move over to fibre I’m wondering if this is something to do with them 🤔

Re: Lost connection on iPhone and ipad

Divsec — Wed, 20 Dec 2023 19:41:58 GMT

Hi @Jojox no they are not that subtle, I would be sure it is the WiFi settings. Unfortunately I don't have access to Apple tech but I'd suggest deleting your phone tt WiFi setting then reinstating it from the list discovered by the phone

Re: Lost connection on iPhone and ipad

Jojox — Wed, 20 Dec 2023 20:21:55 GMT

Hi Divsec, yes tried totally removing and re discovering a few times, nothing seems to work 🥴 my contract is up on 18th January so thinking of going with Sky 🤷‍♀️ talktalk seems to get worse each year, been with them 10 years plus.

Re: Lost connection on iPhone and ipad

Anonymous — Thu, 21 Dec 2023 07:23:12 GMT

Hello,

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

Michelle

Re: Lost connection on iPhone and ipad

Jojox — Thu, 21 Dec 2023 08:33:06 GMT

Hi Michelle, details are now updated. Thanks

Re: Lost connection on iPhone and ipad

Anonymous — Thu, 21 Dec 2023 08:40:27 GMT

Morning,

Thank you. The connection stats look ok. Can I just confirm, what is the make and model of your current router please? Do you have an alternative router that you can test with? If not then please let us know and we can send a replacement router for testing purposes to rule this out.

Thanks

Michelle

Re: Lost connection on iPhone and ipad

Jojox — Thu, 21 Dec 2023 08:52:42 GMT

Huawei HG663 is this the correct information?

Re: Lost connection on iPhone and ipad

Karl-TalkTalk — Thu, 21 Dec 2023 08:59:04 GMT

This router is quite old now, I'll gat a new router sent out to you, to see if it is failing.

Thanks

Karl.

Re: Lost connection on iPhone and ipad

Jojox — Thu, 21 Dec 2023 09:03:44 GMT

Thanks Karl, any idea how long before I get this?

Re: Lost connection on iPhone and ipad

Karl-TalkTalk — Thu, 21 Dec 2023 09:14:06 GMT

The router is sent via courier and usually takes 24 - 48 hrs to arrive, however during this festive period, courier services are busier than usual, so I cannot guarantee there will not be a delay.

Karl.

Re: Lost connection on iPhone and ipad

Jojox — Fri, 22 Dec 2023 16:23:59 GMT

Hi Karl, received new router today! And I’m back online ☺️ thank you for your help. Do I return old router or is it too old to reuse?

Re: Lost connection on iPhone and ipad

Divsec — Fri, 22 Dec 2023 16:48:36 GMT

Hi @Jojox that's great news glad all is working. If there was a returns envelope in the package return the router, and keep hold of the posting receipt. If not hold onto the router until Karl confirms that you can recycle it. (After the holidays)

Re: Lost connection on iPhone and ipad

Anonymous — Wed, 27 Dec 2023 06:19:29 GMT

Hello,

I'm glad to hear this and thanks for letting us know 🙂 You don't need to return the HG633 router, unless you would like to.

Thanks

Michelle