topic Re: Broadband connection / wifi dropping / stability in Broadband

Broadband connection / wifi dropping / stability

koumster — Sun, 08 Dec 2024 19:43:54 GMT

Hi Community !

Since Weds 04th December 2024 we noticed that the broadband / WIFI has been locking up and going offline and I have had to manually power off and on the router to get reconnected to the network.

Can you please check that Wifi Optimisation on my Sagemcom Fast 5364 is still DISABLED, as this was causing me problems in the past and the Wifi Optimisation was DISABLED to solve the issue.

Refer to Post made by me on ‎14-02-2024 03:00 PM (Broadband connection dropping)

Regards,

Re: Broadband connection / wifi dropping / stability

Debbie-TalkTalk — Mon, 09 Dec 2024 08:38:56 GMT

Hi @koumster

I'm sorry to hear this.

We are no longer able to switch off WIFI optimisation on the line.

Can I just check, when you say the BB connection locks up, is this only wireless devices or is it also affecting wired connections too?

Which router do you have?

Re: Broadband connection / wifi dropping / stability

koumster — Mon, 09 Dec 2024 11:56:34 GMT

Hi Debbie,

It affects all devices, both Wifi and wired connections. The only way to get reconnected is to power cycle the router. Like I said it started happening last week and seems to be getting worse by the day.

Not sure whether this could be related to an issue with the cabling outside of the property due to the bad weather or router hardware issue.

If you check the logs for the BB connection to my property you will see how many times we've had to reboot the router

I have the following router: SagemCom (Device Ver: FAST 5364-3. T8)

Hardware Version: FAST5364 3.00

Software Version: SG4K100206

Re: Broadband connection / wifi dropping / stability

Debbie-TalkTalk — Mon, 09 Dec 2024 12:19:19 GMT

Hi @koumster

Thanks for your reply.

I will run some line tests now and I will post back shortly.

Debbie

Re: Broadband connection / wifi dropping / stability

Debbie-TalkTalk — Mon, 09 Dec 2024 12:26:49 GMT

Hi @koumster

The line test is clear but I can see some re connections on the line.

When did we last send you a new router for testing?

Re: Broadband connection / wifi dropping / stability

koumster — Mon, 09 Dec 2024 12:45:39 GMT

Hi Debbie,

Sorry, I can't remember whether I have ever been sent a new router for testing.

Re: Broadband connection / wifi dropping / stability

Debbie-TalkTalk — Mon, 09 Dec 2024 12:56:44 GMT

Hi @koumster

It's ok, would you like me to send a router first so we can rule this out? (as the line tests are clear)

Re: Broadband connection / wifi dropping / stability

koumster — Mon, 09 Dec 2024 13:09:00 GMT

Hi Debbie,

Yes please, as long as this router will be free of charge?

How long will it take for this router to arrive as I'd like to get these issues resolved as soon as possible. Are there any other checks/tests that can be run in the meantime, as it a total inconvenience at the moment.

Re: Broadband connection / wifi dropping / stability

Debbie-TalkTalk — Mon, 09 Dec 2024 13:22:50 GMT

Hi @koumster

I've ordered the replacement router, please allow 24-48hrs for this to arrive.

Have you connected the router directly at the test socket?

Re: Broadband connection / wifi dropping / stability

koumster — Mon, 09 Dec 2024 14:21:10 GMT

Hi Debbie,

thanks for confirming.

No, I have not connected the router directly to the test socket. Do you want me to do this?

Re: Broadband connection / wifi dropping / stability

Debbie-TalkTalk — Mon, 09 Dec 2024 14:32:48 GMT

Hi @koumster

Yes please, it would be worth trying this to see if the connection remains stable. Testing at the test socket will help rule out any issues with the faceplate or internal wiring.

Re: Broadband connection / wifi dropping / stability

koumster — Mon, 09 Dec 2024 16:00:42 GMT

Hi Debbie,

OK, this has now been done, see attached photos

Re: Broadband connection / wifi dropping / stability

koumster — Mon, 09 Dec 2024 16:39:28 GMT

Hi Debbie,

FYI, the broadband connection has just (approx: 16:30hrs) dropped and I had to power cycle the router to get it back. This is whilst it is connected to the test socket.

Re: Broadband connection / wifi dropping / stability

Anonymous — Tue, 10 Dec 2024 06:37:19 GMT

Morning,

Thanks for testing this and I'm sorry to hear that your connection is still unstable at the test socket. Please let us know how you get on once the replacement router arrives.

Thanks

Michelle

Re: Broadband connection / wifi dropping / stability

koumster — Wed, 11 Dec 2024 09:31:40 GMT

Hi,

Still haven't received the replacement router to test with and we had 4 occasions yesterday where the router needed to be power cycled as the BB connection had dropped: at 11:50hrs, 16:30hrs, 20:00hrs, 23:55hrs

Re: Broadband connection / wifi dropping / stability

Anonymous — Wed, 11 Dec 2024 09:44:42 GMT

Morning,

I've checked and the replacement router has been dispatched and I would expect it to arrive today or tomorrow at the latest.

Thanks

Michelle

Re: Broadband connection / wifi dropping / stability

koumster — Wed, 11 Dec 2024 23:57:28 GMT

Hi,

The new replacement router arrived earlier today and I replaced it with the old one at approx 6.30pm.

At approx 10.49pm & 11.50pm tonight the BB connection dropped and I had to power cycle the new router to get the Internet access back.

So looks like the problem is still occurring and not related to the router.

This needs further investigation, this started to happen last week when the bad weather arrived so I wonder whether it is related to something outside of the property.....

Re: Broadband connection / wifi dropping / stability

Debbie-TalkTalk — Thu, 12 Dec 2024 06:54:24 GMT

Hi @koumster

Apologies for this.

If wired connections are still dropping with the new router, filter and cables at the test socket then the next step will be an Openreach engineer visit.

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential Engineer charges

Re: Broadband connection / wifi dropping / stability

koumster — Thu, 12 Dec 2024 08:25:58 GMT

Hi Debbie,

I'm available both AM and PM today but ideally AM today. Still connected to the test socket. I did not check the wired connection last night but all the WIFI connections had stopped and only to get the BB back was to power cycle the router.

I'm sorry but I would not be happy with having to pay for an engineer to come out, as i think this is a talktalk issue.

Re: Broadband connection / wifi dropping / stability

Debbie-TalkTalk — Thu, 12 Dec 2024 08:35:12 GMT

Hi @koumster

An engineer charge should only be applied if the fault is found to be with your own equipment or internal wiring.

By testing with a new router, cable and filter at the test socket, this will help rule out any issues with the router or internal wiring.

Openreach maintain the line up to the test socket. If the fault is with the master socket or external line, or is found to be with Openreach maintained equipment then no charges should be applied.

Please can you provide a couple of days availability AM and PM, we can then book the first available appointment.