topic Re: MY DEVICES in MY CONNECTION in Broadband

MY DEVICES in MY CONNECTION

Soloman13 — Wed, 10 Apr 2024 12:11:34 GMT

Hi there! Can anyone tell me why the devices listed in MY DEVICES are duplicated over and over.

According to the list I have 20 devices connected to my new sagecom router all working correctly.!!!!!

In fact I only have 11 devices, 2 of which are not on the list.

The other devices are duplicated over and over.

One device appears 4 times and others 2 times. No way for me to amend it and TalkTalk no help.

Any ideas?????

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Wed, 10 Apr 2024 13:11:12 GMT

Hi Soloman13

Sorry, I don't know why it is doing this, have you tried rebooting the router, if not then can you give it a try

Chris

Re: MY DEVICES in MY CONNECTION

Soloman13 — Wed, 10 Apr 2024 13:36:59 GMT

Hi Chris, I have been having connection issues which resulted in my previous router being rebooted and reset numerous times. This duplication was evident on that router with 27 listed devices. New router installed on Sunday but no change. My wifes phone is listed 4 times, my phone listed twice and so on, listing 20 devices with 2 missing!! Once the line issued is cleared perhaps it will resolve itself (Sagecom Hub Router)

But I doubt it!!! Seems to be a total mystery

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Wed, 10 Apr 2024 14:21:11 GMT

If you could let us know if it continues after the line issue is resolved we can ask our product team to take a look

Chris

Re: MY DEVICES in MY CONNECTION

Soloman13 — Wed, 10 Apr 2024 15:35:06 GMT

Hi Chris, a fault has been located at the exchange so my internet connection has stabilised for now. Just gone to My Account/My Connection/MyDevices but there is no change.

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Thu, 11 Apr 2024 07:34:33 GMT

OK thanks. When your rebooted the router and checked, didn't immediately show multiple entries for some devices?

Chris

Re: MY DEVICES in MY CONNECTION

Soloman13 — Thu, 11 Apr 2024 09:55:27 GMT

Hi , just checked again as info was as of 12.01, multiple devices loaded up immediately on single page as of 12.01 last night. This is with a brand new router with no historical connection to the old one.

The exchange and the line has been sorted by Openreach. A new router has been installed. All new cables connecting PC to router and router to Open reach box. Issue is not my end!

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Thu, 11 Apr 2024 11:29:46 GMT

OK thanks. Just to confirm, you are seeing this information in the router's UI aren't you, or is it in My Connection in My Account?

Chris

Re: MY DEVICES in MY CONNECTION

Soloman13 — Thu, 11 Apr 2024 11:49:44 GMT

I don't know how I can make it any clearer!

I go to MY ACCOUNT

Then MY CONNECTION

Then MY DEVICES

Multiple devices are listed as working correctly many times

This post is listed as MY DEVICES in MY CONNECTION.

I also do a SPEED TEST, CHECK MY CONNECTION,MY ROUTER etc as offered in this MY CONNECTION package

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Thu, 11 Apr 2024 11:56:31 GMT

OK thanks, Leave it with me, I'll try to find out if there anything that we can do about this and get back to you.

Chris

Re: MY DEVICES in MY CONNECTION

Soloman13 — Thu, 11 Apr 2024 12:06:43 GMT

Thanks Chris

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Thu, 11 Apr 2024 12:09:22 GMT

No problem

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Thu, 11 Apr 2024 12:32:50 GMT

Sorry but could you 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: MY DEVICES in MY CONNECTION

Soloman13 — Thu, 11 Apr 2024 14:55:30 GMT

Profile updated

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Fri, 12 Apr 2024 05:30:07 GMT

OK thanks, I'll let you know when I receive an update

Chris

Re: MY DEVICES in MY CONNECTION

Soloman13 — Wed, 17 Apr 2024 15:37:26 GMT

Hi Chris , did you get the private message I sent you with the attached information??????

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Thu, 18 Apr 2024 06:23:09 GMT

Hi Soloman13,

Yes thanks. I've received an update about this, it seems that the multiple entries are being caused by having wifi extenders, the records are being checked for both the router and the wifi extenders. They are looking at a way to stop this happening but it may be difficult.

Chris

Re: MY DEVICES in MY CONNECTION

Soloman13 — Thu, 18 Apr 2024 10:47:55 GMT

Hi Chris,

This query started because I was having problems with my internet connection.

The number of devices at that time was 27 with duplications as many as 5 but all devices were listed.

The router has been replaced and this router is showing 20 devices BUT 2 devices are not showing at all even though they appear to be working fine.

A fault was found at the exchange and the connection appears to be stable for the time being.

This issue is a recent innovation as this problem has only become apparent this year.

I have screenshots of lists of devices from last year and all were recorded singly and completely

I don't know if this issue is contributing to my connection problems but something is not right.

Re: MY DEVICES in MY CONNECTION

Chris-TalkTalk — Thu, 18 Apr 2024 13:29:52 GMT

Hi Soloman13,

Thanks for the information, I can't see this contributing to the connection problems, I'm sure the two issue are unrelated

Chris

Re: MY DEVICES in MY CONNECTION

Soloman13 — Fri, 19 Apr 2024 15:48:13 GMT

Thanks Chris.

The My CONNECTION package is not much use to customers if it produces incomplete and inaccurate information. I appreciate anything that can be done to rectify your system. Please keep in touch. I will post any changes I observe from my end.

The problems with my internet connection is an ongoing problem particularly over the last 12 months. When I report a problem, the solution is a NEW ROUTER. I have had 4 NEW ROUTERS over the last year!!!!!

I am just reporting irregularities that might have a bearing on the problem or not!

Should I open a Post about this issue? as progress through the tech support system is causing me to give up the will to live!!!!!!!!

Soloman13