topic Re: Full fibre intermittent service Causing many problems in Full Fibre

Full fibre intermittent service Causing many problems

MrA4d — Wed, 03 Jan 2024 14:32:48 GMT

Before the recent holidays and afterwards, I have reported the intermittent WiFi connection. This drop in service affects several meters which rely on a constant service. Additionally, the catch up facility on the tv system becomes unavailable. As an ongoing problem the caller identity service on incoming calls has again failed! This problem was reported back in November, fixed in December and has again failed and was reported to an agent last week.

at that time I spent well over 2 hours of trying fixes etc, from turn off and on, use the factory reset which brought about a temporary fix. I was on the online help this morning for nearly an hour when the signal went and I was cut off!

i am now at my wits end, and the only resolution appears to be to turn the router (hub 2) off and on to retire service.....but it knocks other connected items off and I have to restore them, all taking a long time, which in some cases is only a few minutes service.

any help?

Re: Full fibre intermittent service Causing many problems

Chris-TalkTalk — Wed, 03 Jan 2024 14:59:52 GMT

Hi MrA4d,

Do you have the wifi hub 2, or eero and grandstream digital voice adapter?

Chris

Re: Full fibre intermittent service Causing many problems

KeithFrench — Wed, 03 Jan 2024 15:00:05 GMT

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.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

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.

Have you had TalkTalk’s Wi-Fi optimisation disabled on your Sagemcom FAST5464 router? When this is enabled, as it is by default, it has the power to override any Wi-Fi configuration changes that I might suggest that you need to make. This will not help rectify this type of problem if Wi-Fi Optimisation is allowed to change my suggested settings. Only TalkTalk can do this for you, you cannot do it yourself. If not, just request they disable this for you in your reply.

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: Full fibre intermittent service Causing many problems

MrA4d — Wed, 03 Jan 2024 16:32:59 GMT

as said I have the black hub 2 router (last paragraph).

thank you Keith for your response, but I do not possess even ‘o’ level computing, so your suggestions are way over my head or abilities. The light is the white one, but my various connections displays drop out throughout the day and night.

as for the different bands????? I know where the on / off button is?

Re: Full fibre intermittent service Causing many problems

KeithFrench — Thu, 04 Jan 2024 09:31:41 GMT

You do not need anything like computing qualifications, you just need to be able to read.

All instructions are in my guide. You just have to install some free software & follow my guide on how to use it. Then you just send me some screenshots & I do the difficult stuff for you. If you don't want to try it, then sorry, but I can't offer you any more help.

Re: Full fibre intermittent service Causing many problems

Chris-TalkTalk — Thu, 04 Jan 2024 09:47:12 GMT

OK thanks. Line test is passing. Have you noticed if the light changes on the router when the connection drops? Do you seem to lose connection on all devices at the same time?

Chris

Re: Full fibre intermittent service Causing many problems

MrA4d — Thu, 04 Jan 2024 12:56:09 GMT

Thank you Chris for your response.

if I could offer you the following know factors from the past two days?

off-line

today- 5.30 1hr

6.30-on briefly then off for 30 minutes

8- 9 off for 1 hour

10.30 half an hour

yesterday:

4-6 am

6.30 TIL 8.30

9-930

11-12

........

sorry as you can see I am not around to look at the light and didn’t know that I should. As far as I can remember the light doesn’t alter!

i cannot answer the further question, but various systems do appear to shut down, and I have to restart them.

if I can now answer Keith’s sympathetic offer of help! I am not a mind reader to your technical questions!

and as for my sight! I am awaiting cataract operations at present to help me to be able to read better!

however when you started on about 2g etc.......you lost me!

I have had to wait for over an hour to log in?

Re: Full fibre intermittent service Causing many problems

Chris-TalkTalk — Thu, 04 Jan 2024 13:08:24 GMT

OK thanks. Could you switch the ONT and router off and leave them off for at least 30 minutes, then switch back on and retest. If the disconnections continue after this, if possible, could you check the lights on the router and ONT to see if they change when the Internet connection drops

Chris

Re: Full fibre intermittent service Causing many problems

MrA4d — Thu, 04 Jan 2024 16:55:13 GMT

Chris,

I have undertaken your instructions and will now await and evaluate! From some of my listed down time you will note that some of the downtime is early AM . I will monitor.

my caller identity appears to have been reinstated, which is essential for us. Again we will monitor.

tank you

Re: Full fibre intermittent service Causing many problems

Chris-TalkTalk — Fri, 05 Jan 2024 07:04:59 GMT

OK, thanks

Chris

Re: Full fibre intermittent service Causing many problems

MrA4d — Fri, 05 Jan 2024 14:05:11 GMT

In the past 24 hours the WiFi remained stable that is until in the early hours,. The WiFi closed down intermittently during the night. During 5hese times I was inable to monitor the lights as requested. However, during this mornings outages, I could not observe any difference with the lights either on the router or the OTW !

when I have to ensure my service I have to reboot the router to restart services.

Obviously when it has been off and on in the night, it would appear to return without intervention.

i await your next suggestions?

Re: Full fibre intermittent service Causing many problems

Chris-TalkTalk — Fri, 05 Jan 2024 14:19:30 GMT

Thanks for checking. Have you tested with a different router?

Chris

Re: Full fibre intermittent service Causing many problems

MrA4d — Fri, 05 Jan 2024 15:46:59 GMT

Good suggestion! And prey tell me where I get another router from? Do I go out and buy one?

sensible suggestions please. I do not have a garage full of routers waiting on shelves in case?

Re: Full fibre intermittent service Causing many problems

KeithFrench — Fri, 05 Jan 2024 16:09:05 GMT

Hi @MrA4d I am sure that TalkTalk will offer to send you a replacement router for testing purposes FOC after the weekend.

Re: Full fibre intermittent service Causing many problems

MrA4d — Sun, 07 Jan 2024 20:32:09 GMT

the past few days have proven to be disappointing for the Hub 2. Internet connected TVs have constantly been disconnecting. Additionally iPads continually disconnecting together with other WiFi connections. Frustration led to rebooting many times and often without any success!

very disjointed service! Especially having first reporting problems via TalkTalk agents weeks ago, and still no resolution.....that is apart from reboot, or turn everything off for 30 minutes?

Re: Full fibre intermittent service Causing many problems

KeithFrench — Sun, 07 Jan 2024 21:51:48 GMT

Hi @MrA4d

As I have said before, 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.

I have sent you my guide and as I pointed out, you do not need anything like computing qualifications, you just need to be able to read.

All instructions are in my guide. You just have to install some free software & follow my guide on how to use it. Then you just send me some screenshots & I do the difficult stuff for you. If you don't want to try it, or get someone to help you, then sorry, but I can't offer you any more help.

Re: Full fibre intermittent service Causing many problems

Anonymous — Mon, 08 Jan 2024 08:16:40 GMT

Morning,

I'm sorry to hear this. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Michelle

Re: Full fibre intermittent service Causing many problems

MrA4d — Mon, 08 Jan 2024 09:08:37 GMT

thank you for that suggestion I would gladly accept!

if the alternative hub 2 offers the same problems then I would seriously consider the offer made by Mr French.

i await further information.

Re: Full fibre intermittent service Causing many problems

Debbie-TalkTalk — Mon, 08 Jan 2024 09:17:37 GMT

Hi MrA4d

Just before I order the router, did you previously have the eero?

Re: Full fibre intermittent service Causing many problems

MrA4d — Mon, 08 Jan 2024 12:05:00 GMT

long story! I have the HUB 2 and always have since my full fibre went live. For some reason only your end can answer I have received 2 Eero since and returned both , the same day as received?

so no to the EERO , the HUB 2 , which worked very well for about 5 months!