topic Re: WiFi drops out in Broadband

WiFi drops out

120265Mauricetaylor — Thu, 11 Apr 2024 12:57:05 GMT

In the past couple of months WiFi periodically drops out. There is no pattern as such but it is very annoying. The tho ha that keep dropping out are my ring doorbell and all SimpliSafe devices. The only way I can get it to reconnect is to reset the router. I have reported the fault to talk talk and they keep telling me everything is ok but it isn’t. What do I need to do to sort this out as I can’t carry on as I am.

Re: WiFi drops out

Chris-TalkTalk — Thu, 11 Apr 2024 13:11:03 GMT

Hi 120265Mauricetaylor,

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: WiFi drops out

120265Mauricetaylor — Fri, 12 Apr 2024 06:30:25 GMT

I have updated my profile as requested

Re: WiFi drops out

Chris-TalkTalk — Fri, 12 Apr 2024 06:41:08 GMT

Thanks but could you check the telephone number that you've entered and confirm that it's your current TalkTalk landline telephone number

Chris

Re: WiFi drops out

120265Mauricetaylor — Fri, 12 Apr 2024 07:41:24 GMT

As far as I k ow this is the telephone number at [personal info removed] I don’t use this number so I would appreciate hate a call on my mobile. Is there a problem Chris. Why can’t I just talk to someone?

Re: WiFi drops out

Chris-TalkTalk — Fri, 12 Apr 2024 07:53:29 GMT

Hi 120265Mauricetaylor,

I've found your account (one of the digits in the telephone number that you've entered is incorrect). I've removed the address from your last post, please don't post your personal information on the open forum

Line test is passing, does the light change on your router when the connection drops?

Chris

Re: WiFi drops out

120265Mauricetaylor — Sat, 13 Apr 2024 08:08:09 GMT

The WiFi has dropped out again as usual is it possible to get an update as to what is going on? We are away from home so we can’t see our cameras on the ring device and also the alarm cameras are down. This is not good enough by a long way.

Re: WiFi drops out

Gliwmaeden2 — Sat, 13 Apr 2024 09:52:28 GMT

Staff are not on here before Monday now, @120265Mauricetaylor.

All support through the forum is online only. The landline number is only used for the purpose of identifying your account.

The Chat bot is currently not functioning correctly for live support.

The most direct way to get in touch is by phoning 03451 720088 (before 6pm today. Closed Sunday).

Re: WiFi drops out

KeithFrench — Sat, 13 Apr 2024 10:23:06 GMT

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 a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

Re: WiFi drops out

Debbie-TalkTalk — Mon, 15 Apr 2024 06:19:33 GMT

Hi 120265Mauricetaylor

Sorry for the delay.

I can see that our Community Star Keith has offered to help.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others. If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

Re: WiFi drops out

KeithFrench — Mon, 15 Apr 2024 08:07:00 GMT

Hi @Debbie-TalkTalk

I am waiting to see if this customer still requires my help.

Re: WiFi drops out

Debbie-TalkTalk — Mon, 15 Apr 2024 08:08:33 GMT

Thanks @KeithFrench 🙂

Re: WiFi drops out

120265Mauricetaylor — Mon, 15 Apr 2024 20:22:58 GMT

Hi keith

thanks For your offer of help. I am not very technical so please forgive me if I don’t give you the information you need. As far as I know I have a talk talk WiFi hub.

Re: WiFi drops out

Debbie-TalkTalk — Tue, 16 Apr 2024 05:47:17 GMT

Hi 120265Mauricetaylor

Can I just check, when did we last send you a replacement router?

Re: WiFi drops out

KeithFrench — Tue, 16 Apr 2024 09:45:23 GMT

Hi @Debbie-TalkTalk

I'll hang fire until you decide what you want to do with the customer's router.

Re: WiFi drops out

Debbie-TalkTalk — Tue, 16 Apr 2024 09:46:36 GMT

Thanks Keith 🙂

Re: WiFi drops out

120265Mauricetaylor — Tue, 16 Apr 2024 19:48:14 GMT

Hi Debbie

I have had this router as long as I can remember. Many many years

Re: WiFi drops out

Debbie-TalkTalk — Wed, 17 Apr 2024 05:39:39 GMT

Hi 120265Mauricetaylor

Thanks for your reply.

Would you like me to send a replacement router for testing?

Re: WiFi drops out

120265Mauricetaylor — Wed, 17 Apr 2024 10:17:38 GMT

Hi Debbie,

I am happy to try anything so yes please

Regards

Re: WiFi drops out

KeithFrench — Wed, 17 Apr 2024 10:27:05 GMT

HI @120265Mauricetaylor

Once you get the new router, if you should still get the same problem, let me know & I will be happy to help.