topic Re: Smart plugs and ip cameras keep going offline due to wifi channel switching in Fibre

Smart plugs and ip cameras keep going offline due to wifi channel switching

YORKYUK — Sat, 04 Nov 2023 15:16:59 GMT

Hi,

Smart plugs and ip cameras keep going offline due to wifi channel switching, even tho I have set the channel number.

Does anyone have any ideas what is causing this?

I'd read on another talktalk post there's something the talktalk techies can do in the background on the router.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

KeithFrench — Sat, 04 Nov 2023 15:33:41 GMT

This can be down to WiFi interference or other causes, particularly if you use a 5GHz band channel in the range 52 to 140.

Which make/model of TalkTalk router do you have? If it is the Sagemcom FAST 5364 or 5464, they support a feature called WiFi Optimisation, which manages channel allocation automatically. If you have one of these routers, then request that TalkTalk disable this facility on your router, by simply requesting this in your reply. If it is the Eero, there is no user control over channel allocation at all.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

YORKYUK — Sat, 04 Nov 2023 15:54:06 GMT

Thanks for the quick reply.

I have the WiFi hub router, not sure what version as I'm out the house at the min.

TalkTalk, can you please turn the WiFi Optimisation off on my router please.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

KeithFrench — Sat, 04 Nov 2023 15:57:17 GMT

There is another WiFi Hub that looks almost identical to the two Sagemcom models that I mentioned. It is the Huawei DG8041W and this does not support WiFi Optimisation at all. If you have this one then WiFi optimisation is not the cause of the problem.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

Gliwmaeden2 — Sat, 04 Nov 2023 15:57:19 GMT

Staff will switch off wi-fi optimisation when they are back, @YORKYUK, so after the weekend.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

YORKYUK — Sat, 04 Nov 2023 15:58:35 GMT

Thanks.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

YORKYUK — Sat, 04 Nov 2023 22:17:57 GMT

I've checked and I've got the FAST5364 router.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

KeithFrench — Sun, 05 Nov 2023 09:08:45 GMT

In that case, as per my earlier post, please ask TalkTalk on here to disable WiFi optimisation for you. Then I can move forward with Tring to help you.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

Karl-TalkTalk — Mon, 06 Nov 2023 06:47:57 GMT

I've disabled wifi optimisation to allow Keith to assist further.

Regards,

Karl.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

YORKYUK — Mon, 06 Nov 2023 07:49:31 GMT

Thanks.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

Karl-TalkTalk — Mon, 06 Nov 2023 07:51:50 GMT

No Problem 🙂

I'm sure @KeithFrench will pick this up with you shortly.

Karl

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

KeithFrench — Mon, 06 Nov 2023 09:22:26 GMT

Hi @YORKYUK

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 much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

The next stage involves sending out a guide to you 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.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

YORKYUK — Mon, 06 Nov 2023 11:03:30 GMT

Hi Keith, yes I'd be happy for you to send that out to me.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

KeithFrench — Mon, 06 Nov 2023 11:04:29 GMT

Hi @YORKYUK

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of 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. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots that I have requested in my guide (no photos please they can be difficult to read as text can get out of focus when zoomed in), from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload 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. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. If you prefer PM them to me. If you do PM me, then please add a link in there to this thread, so that I can find it easily.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

Debbie-TalkTalk — Mon, 06 Nov 2023 11:04:41 GMT

Thanks @KeithFrench

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

KeithFrench — Thu, 09 Nov 2023 09:25:18 GMT

Advised customer to change 2.4GHz channel to 1 as channel 4 was causing WiFi interference. For anyone else looking at this thread, only channels 1, 6 or 11 should ever be used in this band.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

Debbie-TalkTalk — Thu, 09 Nov 2023 09:27:34 GMT

Thanks @KeithFrench

Is everything working ok now?

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

YORKYUK — Thu, 09 Nov 2023 13:24:17 GMT

Yeah everything is working good now, thanks Keith.

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

Debbie-TalkTalk — Thu, 09 Nov 2023 13:31:54 GMT

Hi YORKYUK

I'm so glad to hear this 🙂

Thanks Keith 🙂

Re: Smart plugs and ip cameras keep going offline due to wifi channel switching

KeithFrench — Thu, 09 Nov 2023 14:50:37 GMT

You're very welcome @YORKYUK