topic Re: Connection keeps dropping on iPhone in Fibre

Connection keeps dropping on iPhone

LewisJFC — Thu, 08 Aug 2024 11:05:13 GMT

Hi all.

I am on Fibre65 and have had no issues previously until about a few months ago.

If I don’t use my iPhone for a few minutes it will stop connecting to my wifi, even though the symbol clearly shows it is connected at the top of my phone’s screen. In order to fix this I have to turn wifi off on my phone and on again. Then it connects immediately. This happens frequently.

I have turned the router off and on again, and actually found that I had a new unused Sagecom router in my house that I am now using. I thought changing the router would fix this issue but it hasn’t.

I don’t have this issue with my iPhone on any other WiFi connection, just my home TalkTalk one.

Hoping people can help

Re: Connection keeps dropping on iPhone

Anonymous — Thu, 08 Aug 2024 11:09:01 GMT

Good afternoon,

Thanks for your post. Our Devices Team are currently looking into this particular issue at the moment as we seen a few posts about this. Could you confirm the model of your iphone please and also the version of IOS that it is currently running? Has your phone recently updated to a newer IOS version?

Thanks

Michelle

Re: Connection keeps dropping on iPhone

LewisJFC — Fri, 09 Aug 2024 01:16:04 GMT

Hi,

I am on an iPhone 12 running iOS 17.5.1 (21F90). I have just been asked to update to 17.6.1 but updating previously while the issue has been occurring hasn’t helped

Re: Connection keeps dropping on iPhone

LewisJFC — Tue, 13 Aug 2024 07:28:05 GMT

After updating to 17.6.1 everything seemed initially fine. There was even moments where it seemed like the wifi had gone stale but then the page would load. But this morning I woke up to the problem and had to turn wifi on and off on my phone to rectify. Then it did it again about 10 minutes later when my phone was left idle.

Re: Connection keeps dropping on iPhone

Debbie-TalkTalk — Tue, 13 Aug 2024 07:29:09 GMT

Hi @LewisJFC

I'm really sorry about this.

Our Devices Team are looking into this issue and we will post back as soon as we have further updates.

Thanks

Re: Connection keeps dropping on iPhone

Deanosafc24 — Tue, 13 Aug 2024 19:27:58 GMT

Any updates on this problem?

Re: Connection keeps dropping on iPhone

Anonymous — Wed, 14 Aug 2024 06:50:33 GMT

Morning,

Apologies, no additional update as yet. The Devices Team are still working with Sagemcom to try and get to the bottom of this issue.

Michelle

Re: Connection keeps dropping on iPhone

LewisJFC — Wed, 14 Aug 2024 18:52:23 GMT

This isn’t the first time this issue has happened with a Sagemcom router and my iPhone.

Could a different router by a different manufacturer be sent to me?

Re: Connection keeps dropping on iPhone

Gliwmaeden2 — Wed, 14 Aug 2024 21:45:52 GMT

This is the only router that Talktalk sends out for Fibre65 packages, @LewisJFC.

Re: Connection keeps dropping on iPhone

Karl-TalkTalk — Thu, 15 Aug 2024 08:42:52 GMT

as advised, we now only issue the Sagemcom router and will wait for our devices team to get back to us.

Karl

Re: Connection keeps dropping on iPhone

Karl-TalkTalk — Thu, 22 Aug 2024 13:30:30 GMT

Our devices Team - after speaking with sagemcom have asked if you can test the following.

When the connection fails, can you try accessing a website via IP address for example 142.251.36.46 (google.com)

This will bypass DNS.

Thanks

Karl.

Re: Connection keeps dropping on iPhone

Deanosafc24 — Thu, 22 Aug 2024 15:26:26 GMT

Is there any update on the problem please?

Re: Connection keeps dropping on iPhone

Gliwmaeden2 — Thu, 22 Aug 2024 15:33:19 GMT

You received a staff response earlier today, @Deanosafc24.

Please follow up on your own thread, which is here:

https://community.talktalk.co.uk/t5/Fibre/WiFi-hub-IPhone-Bug/td-p/3057584

Re: Connection keeps dropping on iPhone

LewisJFC — Sun, 25 Aug 2024 09:22:32 GMT

Is there an update for this issue?

My phone was okay for a few days but for the last two days the connection drops have been constant.

thanks

Re: Connection keeps dropping on iPhone

Debbie-TalkTalk — Mon, 26 Aug 2024 06:41:55 GMT

Hi @LewisJFC

Did you see my colleague Karl's update on 22/08

Our devices Team - after speaking with sagemcom have asked if you can test the following.

When the connection fails, can you try accessing a website via IP address for example 142.251.36.46 (google.com)

This will bypass DNS.

Re: Connection keeps dropping on iPhone

LewisJFC — Mon, 26 Aug 2024 14:53:16 GMT

Hi, just tried it when the issue occurred again (it’s literally every time I leave my phone idle for more than a few minutes at this point) and it just hangs like it does as if you’d typed the address in normally.

Re: Connection keeps dropping on iPhone

Deanosafc24 — Tue, 27 Aug 2024 03:44:04 GMT

Anymore updates? Cos the bug is still alive and well even when you use 142.251.36.46

Re: Connection keeps dropping on iPhone

Deanosafc24 — Tue, 27 Aug 2024 07:26:47 GMT

I wonder if there’s any compensation or discounts for us that are affected. ?

Re: Connection keeps dropping on iPhone

Gliwmaeden2 — Tue, 27 Aug 2024 07:37:44 GMT

No automatic compensation for this sort of thing, @Deanosafc24.

Re: Connection keeps dropping on iPhone

Debbie-TalkTalk — Tue, 27 Aug 2024 08:22:57 GMT

Hi @Deanosafc24

Could you add your TalkTalk landline number to your Community Profile, our Devices Team would like to check the connection logs.