topic Re: iPhones disconnecting from Sagemcom router in Broadband

iPhones disconnecting from Sagemcom router

Sebastian8 — Tue, 28 May 2024 20:55:11 GMT

For the last week or so my phone (iPhone 11 Pro) and my wife's phone (also iPhone 11 Pro) has been dropping off the network as soon as it connects ie it connects whilst in the wifi section of our phones but then drops off. Hadn't bothered me until today when I realised I don't actually have unlimited GB on my phone...

I have tried changing channels, only to find out the wifi optimisation on the router seems to change them (fairly sure I didn't choose 1 for 2.4 earlier today although 44 for 5 remains the same).

I have relatively little traffic in the area. I've used WifiInfoView and there are only two other alien networks.

Why has this started happening? And how does one fix the issue? Also grateful if wifi optimisation could be turned off on the router.

Re: iPhones disconnecting from Sagemcom router

Sebastian8 — Tue, 28 May 2024 20:56:15 GMT

I should add, we have both reset our phones' network settings to no avail.

Re: iPhones disconnecting from Sagemcom router

Anonymous — Wed, 29 May 2024 06:23:49 GMT

Hi Sebastian8,

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: iPhones disconnecting from Sagemcom router

Sebastian8 — Wed, 29 May 2024 07:36:17 GMT

Hi Michelle,

I have updated my profile although I don’t have a talktalk number (as far as I’m aware) so haven’t provided one.

Re: iPhones disconnecting from Sagemcom router

Anonymous — Wed, 29 May 2024 07:40:54 GMT

Morning,

Can you please update your community profile to include your:

Account 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: iPhones disconnecting from Sagemcom router

Sebastian8 — Wed, 29 May 2024 07:45:00 GMT

Done.

Re: iPhones disconnecting from Sagemcom router

Debbie-TalkTalk — Wed, 29 May 2024 07:54:55 GMT

Hi Sebastian8

Can I just check, are you able to connect the phones to 5ghz?

Re: iPhones disconnecting from Sagemcom router

Sebastian8 — Wed, 29 May 2024 08:11:36 GMT

Hi Debbie. No. I have turned off 2.4 and I have the same issue. I should add, I have just discovered my iPad is also affected. All Windows laptops continue to work.

Re: iPhones disconnecting from Sagemcom router

Chris-TalkTalk — Wed, 29 May 2024 08:36:18 GMT

Hi Sebastian8,

Your local area doesn't appear to have an issue with wifi congestion. Could you switch your router off and leave it off for at least 30 minutes, then switch back on and monitor to see if the issue continues

Chris

Re: iPhones disconnecting from Sagemcom router

Sebastian8 — Wed, 29 May 2024 10:12:38 GMT

Hi Chris.

I thought that had worked but unfortunately it has reverted to the same as before.

Any further ideas?

Sebastian

Re: iPhones disconnecting from Sagemcom router

Chris-TalkTalk — Wed, 29 May 2024 10:25:19 GMT

OK thanks. Could you try resetting the router to factory default settings - Restore your router to factory settings - TalkTalk Help & Support

Chris

Re: iPhones disconnecting from Sagemcom router

Sebastian8 — Wed, 29 May 2024 10:45:45 GMT

Hi Chris,

That appears to have made things worse!

The router appears to be stuck on a cycle of orange flashing dot. It goes c 50 then a blip then c 20 then a dash and repeats.

If I remember correctly, this happened to our last router which was then replaced.

Grateful if you could advise next steps.

Re: iPhones disconnecting from Sagemcom router

Chris-TalkTalk — Wed, 29 May 2024 10:53:25 GMT

OK thanks for trying that. I can send another router, would you like me to arrange this?

Chris

Re: iPhones disconnecting from Sagemcom router

Sebastian8 — Wed, 29 May 2024 10:56:44 GMT

Yes please.

I think we only got this replacement in March. Which reminds me, I appear to have been charged for the replacement and I need to ask for that back as advised at the time!

Re: iPhones disconnecting from Sagemcom router

Chris-TalkTalk — Wed, 29 May 2024 11:05:34 GMT

OK, I've ordered the router, it should be with you within a couple of working days. Please let us know how you get on

Chris

Re: iPhones disconnecting from Sagemcom router

Sebastian8 — Wed, 29 May 2024 11:19:18 GMT

Excellent, thank you Chris. I will update when arrived and installed.

Re: iPhones disconnecting from Sagemcom router

Chris-TalkTalk — Wed, 29 May 2024 11:19:55 GMT

No problem, thanks 🙂

Chris

Re: iPhones disconnecting from Sagemcom router

Anonymous — Wed, 29 May 2024 11:40:43 GMT

Hi Sebastian8,

Could I just ask, what version of software/IOS do you have on both phones please?

Michelle

Re: iPhones disconnecting from Sagemcom router

Sebastian8 — Wed, 29 May 2024 11:44:20 GMT

Sure. We’re running 17.5.1 on both iPhones and 17.4.1 on the iPad.

I did wonder if it was software incompatibility but, given the router has now entered ‘everlasting reset mode’, I’m more inclined to think it’s the router!

Re: iPhones disconnecting from Sagemcom router

Anonymous — Wed, 29 May 2024 11:47:09 GMT

Hi Sebastian,

Thank you. It's just so I can do some testing on my own apple devices to see if I am experiencing the same issue. Please let us know how the replacement router compares 🙂

Michelle