topic Re: Please stop changing my router's wireless channel again! in Fibre

Please stop changing my router's wireless channel again!

Nick-B — Fri, 03 Mar 2023 13:31:19 GMT

The wireless channel on the TalkTalk WiFi Hub (Sagecom) keeps changing despite the fact it has been manually set to a static channel. I raised this with TalkTalk in 2019 and found that it is TalkTalk that are doing this in the name of WiFi optimisation. It was turned off for my account but appears to have recently been turned on.

The channel should only change automatically when set to 'Auto', not when a user has manually selected a static channel. This is a known bug as there are many similar posts about it. This causes multiple devices, in particular Amazon Echo speakers, to lose connectivity at various times throughout the day.

Please could TalkTalk kindly change the settings on their end to allow a static wireless channel to be selected on the router and can this be made a permanent change this time?

Re: Please stop changing my router's wireless channel again!

Debbie-TalkTalk — Fri, 03 Mar 2023 13:34:31 GMT

Hi Nick-B

Apologies for this.

I have switched the WIFI optimisation off again.

This should remain off now unless the router is factory reset or if the firmware is updated.

Thanks

Debbie

Re: Please stop changing my router's wireless channel again!

Nick-B — Fri, 03 Mar 2023 13:35:42 GMT

Thanks for the quick response!

Re: Please stop changing my router's wireless channel again!

Debbie-TalkTalk — Fri, 03 Mar 2023 13:36:52 GMT

Hi Nick-B

No problem 🙂

If you do experience any further issues then please let us know.

Thanks again.

Debbie

Re: Please stop changing my router's wireless channel again!

Nick-B — Fri, 03 Mar 2023 17:41:57 GMT

Hi, I have just checked my router and it has been moved from channel 9, where I set it, to channel 1, could you please double check and confirm that optimisation has been disabled for my account?

Re: Please stop changing my router's wireless channel again!

Nick-B — Fri, 03 Mar 2023 18:34:49 GMT

I have now manually changed it, please ensure that optimisation is off so that it does not change again.

Re: Please stop changing my router's wireless channel again!

Nick-B — Fri, 03 Mar 2023 19:19:24 GMT

I have checked the channel again and it's been changed again. The channel that TalkTalk's optimisation is changing it to is congested! Please, please, pleas switch off optimisation, it clearly does not work as intended and is in direct conflict with your own documentation about specifying channel as opposed to "auto". All I want is for the router to stay on the channel that I've set it to!

Re: Please stop changing my router's wireless channel again!

Gliwmaeden2 — Fri, 03 Mar 2023 22:12:49 GMT

@Nick-B, staff will be back after the weekend to follow up. Nothing further can be done before Monday.

Re: Please stop changing my router's wireless channel again!

Nick-B — Sat, 04 Mar 2023 11:05:30 GMT

Thanks for the information, I thought that they would be available to continue looking at this over the weekend bearing in mind the main page says "We’re here 24/7. 365 days a year.", community members may be online over the weekend but the statement implies TalkTalk themselves are also online.

Re: Please stop changing my router's wireless channel again!

Gliwmaeden2 — Sat, 04 Mar 2023 19:01:32 GMT

Yes, @Nick-B, I think most people would understand that statement exactly as you have......!

Re: Please stop changing my router's wireless channel again!

Chris-TalkTalk — Mon, 06 Mar 2023 07:47:41 GMT

Hi Nick-B,

Optimisation appears to be off. If the wifi channel is still changing automatically could you add the routers serial number to the private notes section of your community profile so that I can make sure I'm looking at the right router

Chris

Re: Please stop changing my router's wireless channel again!

Nick-B — Mon, 06 Mar 2023 08:08:14 GMT

Hi Chris, I've added it to the private notes section in my profile. Thanks

Re: Please stop changing my router's wireless channel again!

Chris-TalkTalk — Mon, 06 Mar 2023 09:09:05 GMT

Thanks Nick. And that device is currently connected to the Internet (it showing offline on our systems)?

Chris

Re: Please stop changing my router's wireless channel again!

Nick-B — Mon, 06 Mar 2023 09:23:15 GMT

I have 2 routers, the first is directly connected to the internet and my main devices are connected to it, the second (this one) is connected to the first router but set up with a different subnet (192.168.2.x as opposed to 192.168.1.x) and connected to this one are all my IoT devices. I have set them up this way so that the IoT devices cannot see my main machines, which provides a little more security/protection.

Re: Please stop changing my router's wireless channel again!

Chris-TalkTalk — Mon, 06 Mar 2023 09:34:02 GMT

Ok thanks. Could you connect this device directly to the telephone socket and I'll see if then shows on our systems

Chris

Re: Please stop changing my router's wireless channel again!

Nick-B — Mon, 06 Mar 2023 10:03:11 GMT

Ok, the second device is now connected directly to the phone socket.

Re: Please stop changing my router's wireless channel again!

Chris-TalkTalk — Mon, 06 Mar 2023 10:12:18 GMT

OK thanks, I'll take a look at it now

Chris

Re: Please stop changing my router's wireless channel again!

Chris-TalkTalk — Mon, 06 Mar 2023 10:31:09 GMT

OK, I've disabled wifi optimisation on that router

Chris

Re: Please stop changing my router's wireless channel again!

Nick-B — Mon, 06 Mar 2023 10:37:19 GMT

Excellent, thanks for all your help. I'll update the channel now and hopefully all will be well.

Re: Please stop changing my router's wireless channel again!

Chris-TalkTalk — Mon, 06 Mar 2023 10:38:50 GMT

No problem 🙂