topic Re: Lose wifi for a few minutes most days in Broadband

Lose wifi for a few minutes most days

Bella2025 — Tue, 18 Nov 2025 21:24:04 GMT

For a few weeks now I seem to lose wifi for a few minutes most days when using my laptop or phone. I have the Huawei Router HG635 and am wondering if it needs replacing as it is no longer supported. I have tried contacting the online support but can't get an agent to answer.

Re: Lose wifi for a few minutes most days

KeithFrench — Tue, 18 Nov 2025 21:56:37 GMT

When you say that you lose Wi-Fi @Bella2025 do you mean exactly that, a Wi-Fi reception issue, or do you lose connection from the router to the internet? When this happens, what is the exact status of the lights on the front of your router?

Re: Lose wifi for a few minutes most days

Bella2025 — Tue, 18 Nov 2025 22:28:46 GMT

The internet, wireless and ethernet lights are flashing green at the time I think. The power and broadband lights are solid green.

Re: Lose wifi for a few minutes most days

KeithFrench — Tue, 18 Nov 2025 22:34:55 GMT

Hi @Bella2025

Then you are right to think it is a WiFi issue.

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment; this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz band can sometimes have a better range; however, this all depends on your local area.

In other words, I offer a free, impartial analysis of your Wi-Fi network and will try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

Re: Lose wifi for a few minutes most days

mandisa1-TT — Wed, 19 Nov 2025 07:13:59 GMT

Thank you so much for the support @KeithFrench

Re: Lose wifi for a few minutes most days

Bella2025 — Wed, 19 Nov 2025 19:15:19 GMT

@KeithFrench- If you can help optimise my WiFi that would be great.

Re: Lose wifi for a few minutes most days

KeithFrench — Thu, 20 Nov 2025 10:20:44 GMT

Hi @Bella2025

No problem. Do not worry about interpreting the results; I will do that for you. I will send a PM to you that contains a link to a guide of mine on Wi-Fi interference. It is quite lengthy (approximately 30 pages), but you will likely only need to review three or four pages in total. Initially, look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Select the analyser of your choice & my guide explains how to use it.

If you are using Wi-Fi Scanner, please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post to preserve your privacy.

With all other analysers, please follow my instructions below.

Please collect the required screenshots and include them in your reply.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos, please, as they can be difficult to read, because the text can get out of focus when zoomed in. Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & uploading them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large.

Re: Lose wifi for a few minutes most days

siphosethu-TT — Fri, 21 Nov 2025 11:01:57 GMT

Hi there @Bella2025, please follow @KeithFrench instructions, he's knowledge can be of great help.

Thank you @KeithFrench, appreciate you.

Re: Lose wifi for a few minutes most days

Bella2025 — Sun, 23 Nov 2025 22:03:53 GMT

Hi Keith,

Hopefully I have followed the instructions correctly.

Thanks

Re: Lose wifi for a few minutes most days

KeithFrench — Sun, 23 Nov 2025 22:04:32 GMT

Hi @Bella2025

Thanks very much, I'll have a look at that tomorrow, now if that is OK?

Re: Lose wifi for a few minutes most days

KeithFrench — Sun, 23 Nov 2025 22:06:54 GMT

Hi @Bella2025

Actually, no, I can't open the ZIP file at all. Please could you try again & this time set a password in 7-Zip as well & PM that tyo me

Re: Lose wifi for a few minutes most days

siphosethu-TT — Mon, 24 Nov 2025 08:27:20 GMT

Hi there @KeithFrench, thank you very much for the help.

Re: Lose wifi for a few minutes most days

KeithFrench — Mon, 24 Nov 2025 09:29:05 GMT

Hi @Bella2025

Thanks for the password, I have got all I need. I will try & look at it later this morning.

Re: Lose wifi for a few minutes most days

KeithFrench — Mon, 24 Nov 2025 09:49:41 GMT

Hi @Bella2025

There are two problems that I can see:-

On the 2.4GHz band, you are currently using channel 3. In this band, you should only ever use channels 1, 6, or 11, as they are the only non-overlapping channels. The best channel is probably channel 11 currently.
Although not a problem with Wi-Fi interference, your router is a Huawei, probably a DG8041W. If it is this router, then it does have firmware issues affecting stability. If you look in the user log in the router, are there any entries containing the text "kernel panic"? Log in to the router & go to:-

Dashboard > See Internet Settings > Manage advanced settings > Advance Configuration > Maintenance Diagnostics > User Log

Was the snapshot taken at a time when the Wi-Fi was actually dropping?

Re: Lose wifi for a few minutes most days

Bella2025 — Mon, 24 Nov 2025 19:16:42 GMT

Hi Keith,

My router is Talk Talk's Super router HG635. I don't know what DG8041W relates to. I didn't have any issues when I did the reports. I have logged into my router but can't see the settings you mentioned. I can't find the user log page. If I click on the internet section I have connection mode, internet connection, Firewall, Internet services, port forwarding and routing rules down the left hand side. There is a maintain option on the top right. If I click on that there are diagnosis tools and Ping and Traceroute. Do you mean there?

Re: Lose wifi for a few minutes most days

Gliwmaeden2 — Mon, 24 Nov 2025 21:00:49 GMT

@Bella2025, the router DH8041W is simply another Huawei router, which used to be described as the Hub Black, and was actually similar in appearance to the Sagemcom routers that Talktalk called Hub 1 and Hub 2 .... they are now on to Hub 3.

Your HG635 is an older router still, also by Huawei. Important to know it was that one for Keith to help with the diagnostics.

Re: Lose wifi for a few minutes most days

Mandisa-TT — Tue, 25 Nov 2025 07:13:21 GMT

Thank you @Gliwmaeden2 and @KeithFrench for assisting.

Re: Lose wifi for a few minutes most days

KeithFrench — Tue, 25 Nov 2025 10:59:47 GMT

Hi @Bella2025

Those instructions were for the DG8041W, not the HG635. It was just that the DG8041W has stability issues and if you had that one, I would have asked TalkTalk to consider replacing it. The HG635 is even older, but does still works OK. If you wanted to get a new router, you could ask TalkTalk to replace it for you, but currently, you would probably have to pay for it. Currently, I do not see any technical reason to need a new router. When your contract is next up for renewal, it would make sense to ensure that they give you a new router.

As per my previous email, please can you try moving the 2.4GHz channel to 11 & see how it goes? To do this, log into the router & go to:-

Home Network > Wireless Settings > Advanced Settings

In the 2.4GHz section, change the channel there.

If it does fail again, please can you get me a snapshot from Wi-Fi Scanner at that time?

Re: Lose wifi for a few minutes most days

Mandisa-TT — Tue, 25 Nov 2025 11:06:18 GMT

Thank you @KeithFrench

Re: Lose wifi for a few minutes most days

Bella2025 — Thu, 04 Dec 2025 09:56:16 GMT

Hi,

I lost wifi again last night so I collected the files again. Can you have a look please. I will send the code.