topic Re: wi-fi keeps dropping out. in Broadband

wi-fi keeps dropping out.

wJanet1 — Tue, 11 Nov 2025 13:41:14 GMT

Hello,

I'm having problems with my wi-fi dropping out, it first started in July for 2hours, then was normal, then it happened again in August, S September and yesterday, it starts about 12-12-30pm and lasts for about 2 hours but yesterday it started at midday and continued until 21-30pm when it stopped, it then started again at 012-30 am until 03-am. All was ok when it started up again today 13-15pm. I did a line test which said all was ok, but I'm pretty sure it's my neighbours hacking into it as I found a gaming console on my router which was not mine. ITs not on there now. I changed my router password but am having problems changing my wireless password. I sought your help a while ago as they have been jamming my Wi-Fi. Is there anything I can do to stop this. They seem to have 2 EE-wi-fi one unsecured one secured, both with the same Ip address.

Thankyou

wJanet1

Re: wi-fi keeps dropping out.

amahle-TT — Tue, 11 Nov 2025 14:18:03 GMT

Hi there @wJanet1, we are sorry for this, and we will look into it for you. Please confirm if you are messaging us from home, thanks.

Re: wi-fi keeps dropping out.

wJanet1 — Tue, 11 Nov 2025 23:28:21 GMT

Hi,

Thanks for your message, yes, I am messaging you from home.

wJanet1

Re: wi-fi keeps dropping out.

Gliwmaeden2 — Tue, 11 Nov 2025 23:37:32 GMT

@wJanet1, staff will be on here, Monday - Friday from c 7am - 5pm.

You'll need to be at home during these hours to pick up posts from them while they do tests.

Re: wi-fi keeps dropping out.

mandisa1-TT — Wed, 12 Nov 2025 07:05:30 GMT

Thank you so much for the support @Gliwmaeden2

Hi there @wJanet1 Please confirm if you are still messaging us from home? so we can start diagnostics checks

Re: wi-fi keeps dropping out.

KeithFrench — Wed, 12 Nov 2025 13:09:33 GMT

Hi @wJanet1

Remind me, what make/model of router do you have & I will tell you how to change the wireless password. You will also have to disable WPS & again, I can tell you how to do that as well.

Re: wi-fi keeps dropping out.

nambuso-TT — Wed, 12 Nov 2025 13:37:20 GMT

@KeithFrench, thank you for your assistance:). @wJanet1, please respond to the questions posed by @KeithFrench. Additionally, let us know when you are at home so we can check your line and identify the cause of the issue. Thanks

Re: wi-fi keeps dropping out.

wJanet1 — Thu, 13 Nov 2025 13:53:23 GMT

Hi keith,

Thanks for your message. The router is sagemcom fast, 5364-3.T8 , funny it has'n t happened yesterday and so far today, but still need to get the password changed.

Thanks for you help.

wJanet1

Re: wi-fi keeps dropping out.

wJanet1 — Thu, 13 Nov 2025 13:54:46 GMT

HI,

I'm at home today if you need to check the line for me.

Thanks

wJanet1

Re: wi-fi keeps dropping out.

Mandisa-TT — Thu, 13 Nov 2025 14:26:51 GMT

Hi @wJanet1 I will be able to run checks on your line. 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: wi-fi keeps dropping out.

KeithFrench — Thu, 13 Nov 2025 14:47:12 GMT

Hi @wJanet1

This might look long & involved, but it really isn't.

The easiest way to do this is to login to the router via an Ethernet connected device and change the Wi-Fi password. If done with a Wi-Fi connected device, it is still easy enough to do. However, if not done carefully, it can be easy to get confused here & isolate the Wi-Fi device configuring the password from the router’s Wi-Fi network (SSID).

First go to Advanced Settings:-

Dashboard > See Wi-Fi Settings > Manage Advanced Settings

Now identify which Wi-Fi band the device that is to be used to change the passwords is connected to. Start by changing the password on the other band.

If the device is connected to the 2.4GHz band, then change the password of the 5GHz band first and then the 5GHz band password.

If the device is connected to the 5GHz band, then change the password of the 2.4GHz band first and then the 2.4GHz band password.

Re: wi-fi keeps dropping out.

Mandisa-TT — Thu, 13 Nov 2025 14:48:08 GMT

Thank you so much @KeithFrench

Re: wi-fi keeps dropping out.

wJanet1 — Thu, 13 Nov 2025 23:29:42 GMT

HI Mandisa-TT,

No, I don't have any alarms connected.

thanks

wJanet1

Re: wi-fi keeps dropping out.

wJanet1 — Thu, 13 Nov 2025 23:34:42 GMT

Hi Keith,

Thanks for the info, I'll have a try over the weekend, I'll get back to you and let you know.

Thanks

wJanet1

Re: wi-fi keeps dropping out.

mandisa1-TT — Fri, 14 Nov 2025 07:05:17 GMT

Thank you so much for the support @KeithFrench