topic Re: iPhone and iPad losing connection in Broadband

iPhone and iPad losing connection

Les241 — Thu, 18 Jul 2024 08:20:56 GMT

Good morning,

please could you help, over the past few weeks, my iPad and iPhone keeps on disconnecting from our WiFi. This is happening 5 or 6 times every day,

regards

Les

Re: iPhone and iPad losing connection

Anonymous — Thu, 18 Jul 2024 08:26:58 GMT

Hi Les,

I'm sorry to hear this. I've run a test on the line now which is clear and the connection looks stable for 8 days.

Can I just confirm, does the connection only drop on these 2 particular apple devices? Are all other devices connected ok?

What happens when the connection drops? Does it automatically re-connect or do you have to manually re-connect these 2 devices again?

What are models of these 2 devices please and also can you confirm the IOS on both?

Thanks

Michelle

Re: iPhone and iPad losing connection

Les241 — Thu, 18 Jul 2024 08:30:10 GMT

Good morning Michelle,

Thank you for the quick reply, all other items stay connected with no loss, just the apple devices, I need to turn off the WiFi on both devices and reconnect them to get back on line.

Les

Re: iPhone and iPad losing connection

Anonymous — Thu, 18 Jul 2024 08:32:37 GMT

Thanks for confirming. We'll need to pass this over to our Devices Team. Could you also provide the models of the iphone and ipad and what IOS they are currently running please and we'll raise it over.

Thanks

Michelle

Re: iPhone and iPad losing connection

Les241 — Thu, 18 Jul 2024 08:32:48 GMT

Hi Michelle,

devices use IOS and latest software added, iPhone 12 and iPad Air 2020

Re: iPhone and iPad losing connection

Les241 — Thu, 18 Jul 2024 08:37:10 GMT

Both iPhone 12 and iPad Air are running IOS 17.5.1

Re: iPhone and iPad losing connection

Debbie-TalkTalk — Thu, 18 Jul 2024 08:38:38 GMT

Hi @Les241

Thanks for the additional information.

I have passed this straight over to our Devices Team and I will post back here as soon as I have further information.

Debbie

Re: iPhone and iPad losing connection

Les241 — Thu, 18 Jul 2024 08:39:28 GMT

Thank you Debbie

regards

Les

Re: iPhone and iPad losing connection

Debbie-TalkTalk — Thu, 18 Jul 2024 08:43:04 GMT

Hi Les

No problem 🙂

Debbie

Re: iPhone and iPad losing connection

Les241 — Thu, 18 Jul 2024 08:45:07 GMT

Hi Debbie, my wife is also having the same problem with her iPhone SE 2022, again on IOS 17.5.1

My windows PC does not lose any connection.

Thank you for your time

Les

Re: iPhone and iPad losing connection

Debbie-TalkTalk — Thu, 18 Jul 2024 09:25:24 GMT

Hi @Les241

Thanks for your reply.

I've passed this information over to our Devices Team as well.

Debbie

Re: iPhone and iPad losing connection

Anonymous — Tue, 23 Jul 2024 07:57:54 GMT

Morning Les,

I'm sorry for the delay. Our Devices Team are still investigating this with Sagemcom. No additional updates as yet.

Michelle

Re: iPhone and iPad losing connection

Les241 — Tue, 23 Jul 2024 08:24:18 GMT

Good morning Michelle,

Ok, thank you

Les

Re: iPhone and iPad losing connection

Anonymous — Tue, 23 Jul 2024 08:27:21 GMT

No problem. We're hoping to know more soon.

Michelle 🙂

Re: iPhone and iPad losing connection

Les241 — Mon, 05 Aug 2024 10:54:02 GMT

Good morning Michelle,

since Friday our iPhones have not dropped from WiFi. Not sure if something has been done your side, but at the moment the problem has disappeared 👍😊.

Regards

Les

Re: iPhone and iPad losing connection

Debbie-TalkTalk — Mon, 05 Aug 2024 11:33:46 GMT

Hi Les

Thanks for letting us know 🙂

No changes have been made. Can I just check if your devices have updated to any new software IOS versions?

Re: iPhone and iPad losing connection

Les241 — Mon, 05 Aug 2024 12:23:26 GMT

Hi Debbie,

yes we did have an update on Thursday, hopefully that has fixed it.

Les👍

Re: iPhone and iPad losing connection

Debbie-TalkTalk — Mon, 05 Aug 2024 12:26:55 GMT

Hi Les

Thanks for your reply.

I will check in again with you next week to make sure everything is still working ok.

Debbie

Re: iPhone and iPad losing connection

Les241 — Mon, 05 Aug 2024 12:30:25 GMT

Thank you Debbie

Les

Re: iPhone and iPad losing connection

Debbie-TalkTalk — Mon, 05 Aug 2024 12:36:53 GMT

No problem 🙂