topic Re: WiFi disconnecting devices in Fibre

WiFi disconnecting devices

Durham10 — Tue, 02 Jul 2024 16:16:00 GMT

For the last few weeks some of the devices connected to wifi keep randomly disconnecting. We then have to switch the WiFi off or reconnect the device. It’s not a loss of wifi as other devices remain working and the white light is on the router. It’s not the distance from the router either as some are right next to it or are in the same room.

Re: WiFi disconnecting devices

KeithFrench — Tue, 02 Jul 2024 20:41:53 GMT

Slow speed, intermittent dropouts, breaks in the signal, 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 one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

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 with 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: WiFi disconnecting devices

Debbie-TalkTalk — Wed, 03 Jul 2024 06:01:19 GMT

Hi @Durham10

I'm sorry to hear this.

I can see that our Community Star @KeithFrench has offered to help.

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 with 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: WiFi disconnecting devices

Durham10 — Wed, 03 Jul 2024 07:15:39 GMT

Hi Keith

We have the Sagemcom Talktalk Wifi hub

Re: WiFi disconnecting devices

Debbie-TalkTalk — Wed, 03 Jul 2024 07:23:22 GMT

@KeithFrench

Re: WiFi disconnecting devices

KeithFrench — Wed, 03 Jul 2024 07:34:36 GMT

Hi @Durham10

I will PM you a link for a guide of mine on Wi-Fi interference a bit later this morning. It is quite long (about 30 pages), but you will probably only need to look at 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. Collect the screenshots that I require and include them in your reply. Do not worry about interpreting the results, I will do that for you.

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 & 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.

Re: WiFi disconnecting devices

Durham10 — Thu, 04 Jul 2024 08:47:24 GMT

Thanks Keith

I've carried out the analysis - attached

Re: WiFi disconnecting devices

KeithFrench — Thu, 04 Jul 2024 14:17:20 GMT

I am currently analysing the results supplied to me by the customer. I will report back here when this is complete.

Re: WiFi disconnecting devices

Debbie-TalkTalk — Fri, 05 Jul 2024 05:16:47 GMT

Thanks @Durham10 and @KeithFrench

Re: WiFi disconnecting devices

KeithFrench — Fri, 05 Jul 2024 09:58:44 GMT

Hi @Debbie-TalkTalk

From the analysis I have done for this customer, both the 2.4GHz and 5GHz WiFi bands on this Sagemcom 5364 are way over-subscribed & suffering adjacent channel interference. There are some better channels (2.4GHz channel 1 and 5GHz channel 52) that should sort out the customer's problems. However, WiFi Optimisation does not select these channels.

I will PM you about the way forward here.