topic Re: WiFi Dropping out in Fibre

WiFi Dropping out

phone23 — Wed, 10 Apr 2024 14:07:23 GMT

We had our internet upgraded in October to Full Fibre and it has been great until about 3 - 4 weeks ago.

The Wifi suddenly seems to drop for a couple of seconds then reconnects. If I turn the router off and switch back on it will be fine for a day or two but then have the same problem. At first it was every couple of days but now it is daily.

Yesterday morning my granddaughter was playing her tablet and it disconnected 3 times in 30 minutes. It will just disconnect for 1-2 seconds and says check your internet connection then reconnect.

Last night I turned off the ONT and Router for 15 minutes and it has been fine until 14.45 today when dropped again.

We have a couple of tablets (different models) and a PlayStation using the Wifi and it happens to all of them. This can happen any time of the day - morning, afternoon or late at night.

The router is on the 2nd floor and we get great signal in all the rooms. Speed is also great.

Wifi Signal strength is full bars on her tablet and I checked the speed of the tablet and it is 138 mbps.

I also have a PC connected via Ethernet cable to the router and that is fine no problems with that.

The router we have is Sagemcom-FAST5464.

Would this be a problem with router?

Many thanks

Re: WiFi Dropping out

Chris-TalkTalk — Wed, 10 Apr 2024 14:33:39 GMT

Hi phone23,

I'm sorry to hear that you're experiencing problems with your service. Have you noticed if the lights change on the ONT when the connection drops?

Chris

Re: WiFi Dropping out

phone23 — Wed, 10 Apr 2024 14:43:32 GMT

Hi Chris

I haven't sorry. It drops out so quick and then back on again i don't think i would get there in time.

I have just checked now and the lights are all green. They were green yesterday when i turned it off and I waited for them to all come back on. The router is a solid white light.

Re: WiFi Dropping out

Anonymous — Thu, 11 Apr 2024 05:36:53 GMT

Morning,

Ok thanks for confirming. Would you like us to send a replacement router for testing purposes to see how the connection compares?

Thanks

Michelle

Re: WiFi Dropping out

phone23 — Thu, 11 Apr 2024 07:45:23 GMT

Morning Michelle

Yes please.

I have Digital voice, would the replacement router be the same so it would allow me to plug my phone in?

many thanks

Re: WiFi Dropping out

Chris-TalkTalk — Thu, 11 Apr 2024 08:13:23 GMT

Yes the replacement router will be the same, I'll order it now

Chris

Re: WiFi Dropping out

phone23 — Thu, 11 Apr 2024 08:20:09 GMT

Hi Chris

Brilliant thank you. I will let you know once i receive it.

thanks

Re: WiFi Dropping out

Chris-TalkTalk — Thu, 11 Apr 2024 08:55:57 GMT

No problem, thanks 🙂

Chris

Re: WiFi Dropping out

phone23 — Mon, 15 Apr 2024 14:43:23 GMT

I have received the replacement router today and just plugged it in.

Hopefully this will solve the issue.

How long should I test it for before sending the old router back?

Thanks

Re: WiFi Dropping out

Chris-TalkTalk — Mon, 15 Apr 2024 14:57:32 GMT

Glad to hear that you've received the router. It's OK to try it for a couple of weeks

Chris

Re: WiFi Dropping out

phone23 — Mon, 15 Apr 2024 15:00:14 GMT

Hi Chris

That's great thank you.

I will keep you updated

Re: WiFi Dropping out

Chris-TalkTalk — Mon, 15 Apr 2024 15:01:43 GMT

No problem, thanks 🙂

Chris

Re: WiFi Dropping out

phone23 — Fri, 26 Apr 2024 13:22:37 GMT

I have been testing the new router since last Monday. It seems to be working better than the old router.

So I have returned the old router today.

Many thanks for your help.

Re: WiFi Dropping out

Debbie-TalkTalk — Mon, 29 Apr 2024 05:40:04 GMT

Hi @phone23

That's great news, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Debbie

Re: WiFi Dropping out

phone23 — Thu, 16 May 2024 22:07:11 GMT

I’m not sure if I needed to start a new post but I am having the same issues again as my original post last month.

Since receiving the new router I thought the wifi drop out had improved but now I’m not sure if that is just because I am not connected when the drop outs occur. They seem to happen at any time day or night and I can go days with no problems but since Saturday it’s back to dropping daily.

Tonight it was 4 times in 1 hour and last night the wifi dropped 7 times in 2 hours until I turned the router off and then it was fine until lunchtime today.

This evening I have been looking at the router logs to see if that would help and I noticed that every time we get disconnected just before there is a message -

WiFi security settings have been successfully saved and then the wifi drops for about 1 second and the next message shows

Device was disconnected

There doesn't seem to be a set time when the security settings save, some days it saves every 5 to 15 minutes and other days once or twice

Could the security settings being saved cause the wifi to drop out?

many thanks

Re: WiFi Dropping out

Debbie-TalkTalk — Fri, 17 May 2024 05:28:43 GMT

Hi phone23

I'm really sorry to hear this.

Can I just check, does this appear to be affecting certain devices more?

I can check the connectivity for the device.

Re: WiFi Dropping out

phone23 — Fri, 17 May 2024 10:10:41 GMT

Hi Debbie

it only effects the wifi. My computer is connected with ethernet cable and that is fine.

We have several devices and they all get kicked off at the same time if they are connected to the wifi. They are all in different rooms

Brand new Galaxy tablet (2 months old), 3 Fire tablets and PlayStation 5. it effects them all.

I downloaded a wifi analyzer and we have very good signal in all the rooms. The router is in the middle of the house on the 2nd floor. Speed is very fast.

Could it be a setting that needs changing?

Re: WiFi Dropping out

Debbie-TalkTalk — Fri, 17 May 2024 10:23:51 GMT

Hi phone23

Thanks for the additional information.

The drops could be related to our optimisation changing the wireless channel as I can see that this has occurred a few times on 15/05 and 16/05.

Have you experienced any re connections this morning? (so far)

Re: WiFi Dropping out

phone23 — Fri, 17 May 2024 10:36:16 GMT

Hi Debbie

So far this morning no disconnections.

Does changing the channel usually cause the wifi to drop out?

Re: WiFi Dropping out

Debbie-TalkTalk — Fri, 17 May 2024 10:39:56 GMT

Hi phone23

The connection can drop for a moment (a very short time)

Did you say it was down for 15 minutes?