topic Re: Ongoing issues with iPhones dropping wifi connection in Broadband

Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 13:57:41 GMT

The problem started at the beginning of this year, we have two iPhones in the household (both fully updated to the latest iOS) and they seemingly randomly get kicked off the wifi connection sporadically throughout the day. Sometimes one will be on and the other off, sometimes both lose the connection. Switching the phone wifi on and then off again reestablishes the connection temporarily each time. It is a bit of a bigger issue for us as we live in an area with poor mobile signal and rely on the wifi for making calls etc.

I've contacted TalkTalk multiple times now and each time I'm led through a series of steps with the router (Sagemcom-FAST5364) that I am assured will fix the issue. Each time it hasn't worked. I've now lost hours and hours to this issue and still have no idea how to solve it. There's only two of us in the household and not too many devices connected at any one time. The router is fully updated and has been factory reset (many times now). It is getting very dull going through the same questions and procedures each time I contact TalkTalk for help only to not have the problem solved.

Re: Ongoing issues with iPhones dropping wifi connection

kanya-TT — Mon, 12 May 2025 14:10:23 GMT

Hey there @vix62. Thank you for bringing this to the attention of the community, and we are sorry for the ongoing issue with dropping wifi connection. Are you home at the moment so we can run checks for you?

Kanya

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 14:23:49 GMT

Thanks for your reply. I am at home but I'm not sure running through the checks for a fifth time will help? Everything always comes out as all fine because the issue is intermittent and seems to be specifically to do with the iPhones and the router settings.

Re: Ongoing issues with iPhones dropping wifi connection

kanya-TT — Mon, 12 May 2025 14:25:21 GMT

I understand, can you elaborate more on the Iphone and how is it affected and your router.

Kanya

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 15:14:23 GMT

Both mobiles are iPhone 14s with latest iOS. Every now and then they're just kicked off the wifi, it doesn't coincide with using any other device or seem to follow a logical pattern. The router remains fully functioning throughout and all other devices in the household work normally and have a good solid connection. Switching the wifi off and then on again on the phone allows them to reconnect. It doesn't alert us to the lack of wifi or say the connection is lost, they just drop off the connection and attempt to switch to 5G. As mobile signal here is poor it means the phone just stops working. It can also happen when we aren't using the phones, sometimes WhatsApp messages arrive delayed as the phone had no signal or wifi.

We first experienced the issue in January and a TalkTalk team member fixed the problem over a web chat. They said it was a router setting causing the problem and that they'd log the issue in our file so it wouldn't happen again and any other team member would be able to fix the problem if it did. A few weeks ago we had a problem with the router, it crashed and had to be reset to factory settings. Since then the connectivity issue with the iPhones has returned. I've contacted TalkTalk multiple times now and asked them to pop the router settings back to whatever they were before, but each time they claim to have found a different issue and fixed that instead.

Re: Ongoing issues with iPhones dropping wifi connection

kanya-TT — Mon, 12 May 2025 15:25:38 GMT

I understand, but we need to look into this for you by checks we will even look at anything that we might be leaving out.

Kanya

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 15:27:39 GMT

Okay, sure. What do you need me to do?

Re: Ongoing issues with iPhones dropping wifi connection

sabelo-TT — Mon, 12 May 2025 15:37:52 GMT

Could you confirm if you are currently at home where broadband services are installed?

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 15:40:04 GMT

Yes I am.

Re: Ongoing issues with iPhones dropping wifi connection

sabelo-TT — Mon, 12 May 2025 15:42:36 GMT

Thank you for this. Just to double check, have you cleared the browser history on the device currently affected by drops in connection?

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 15:44:29 GMT

No, both devices are iPhone 14s and have not had the browser history cleared.

Re: Ongoing issues with iPhones dropping wifi connection

sabelo-TT — Mon, 12 May 2025 15:46:27 GMT

I understand. Can you go about clearing your browser history for me on the affected device. Also, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line? For example a care alarm, lifeline, health pendant or fall detector.

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 15:50:08 GMT

I've cleared it on my iPhone but my partner is currently not at the house so I cannot clear his.

No, we don't have any active monitoring dependant on the broadband or phone line.

Re: Ongoing issues with iPhones dropping wifi connection

sabelo-TT — Mon, 12 May 2025 15:57:23 GMT

Thank you for this. If I may kindly ask, is the affected device currently connected to your TalkTalk broadband services?

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 15:58:06 GMT

Yes, it is.

Re: Ongoing issues with iPhones dropping wifi connection

sabelo-TT — Mon, 12 May 2025 16:03:40 GMT

Upon checking, I notice you have about 10 devices currently connected to your router at the moment. Wired and wireless. Correct?

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 16:09:55 GMT

I'm currently using my desktop computer. I have my phone with me and there's a smart speaker in use. Three of the other devices are kindles. I guess also the tv and games consoles (all currently not on).

Re: Ongoing issues with iPhones dropping wifi connection

sabelo-TT — Mon, 12 May 2025 16:21:05 GMT

Thank you for this. Based on what you've told me it seems you may have an issue with WiFi coverage in part of your home. Your WiFi signal can be affected by obstructions - like walls and furniture - between your devices and the router, as well as interference from other electrical devices. The distance from the router will also affect it. You can help minimise the effect of these by ensuring the best possible router location.

If I may kindly ask, Is the router located close (within 1 metre) of any large electrical appliances - such as a TV or set top box? Also, Is the router clear of obstructions and facing outwards into the room it's located in and not placed inside a cupboard or other concealed location?

Re: Ongoing issues with iPhones dropping wifi connection

vix62 — Mon, 12 May 2025 16:28:23 GMT

The connection drop can happen when we're sat right next to the router. Devices further away from the router work perfectly fine. It is just the two iPhones. It isn't a coverage issue, we have ruled that out.

The router is facing outwards and clear of any obstructions.

Re: Ongoing issues with iPhones dropping wifi connection

sabelo-TT — Mon, 12 May 2025 16:32:40 GMT

Based on the problem you've reported and our checks it's clear you have a WiFi coverage problem affecting parts of your home or some of your devices.

Setting up a WiFi Mesh network is the best way to improve coverage in your home by providing more points where WiFi devices can connect seamlessly - ensuring the best performance and stability throughout your home.

We can provide the equipment to do this for a monthly fee as part of our Total Home WiFi service.

We'll also provide advice and support to ensure you get the best coverage possible.

How would you like to proceed?