topic Re: Turn off Wi-Fi optimisation in Full Fibre

Turn off Wi-Fi optimisation

kirkyboy4 — Tue, 02 Apr 2024 21:52:54 GMT

Hi, I have set the SSID channel manually for the 2.4Ghz and the 5Ghz channels. However, this randomly changes at random intervals throughout the day, when looking at the router logs I can see that ‘channel hopping’ has been initiated remotely some how which changes the channel, despite being manually being configured by me.

This causes connectivity issues and results in online gaming sessions disconnecting mid game etc.

I would be grateful for any help in resolving this.

Re: Turn off Wi-Fi optimisation

ferguson — Tue, 02 Apr 2024 22:32:30 GMT

I am assuming you have a Sagemcom WiFi Hub? Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team can link your forum identity with your account and then wait for them to respond.

Re: Turn off Wi-Fi optimisation

Anonymous — Wed, 03 Apr 2024 05:47:00 GMT

Morning,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: Turn off Wi-Fi optimisation

kirkyboy4 — Wed, 03 Apr 2024 08:50:04 GMT

Hello, I've updated my community profile, got the badge for 100%, do you need any information from my router? I have the TalkTalk WIFI HUB 2.

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Wed, 03 Apr 2024 09:10:03 GMT

Hi kirkyboy4

Thanks for updating your Community Profile.

Our Devices Team are just taking a look at this now and I will post back as soon as I have further information.

Debbie

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Mon, 08 Apr 2024 07:10:29 GMT

Hi kirkyboy4

Our Devices Team have asked if you can reboot the router and retest to see if you are still having issues with the wireless channels?

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Wed, 24 Apr 2024 05:41:54 GMT

Hi @kirkyboy4

How are you getting on?

Re: Turn off Wi-Fi optimisation

Anonymous — Fri, 03 May 2024 06:54:23 GMT

Morning,

@kirkyboy4 How are you getting on?

Thanks

Michelle

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Fri, 10 May 2024 06:16:04 GMT

Hi @kirkyboy4

If you do experience any further issues then please post back on this thread and let us know.

Thanks

Debbie

Re: Turn off Wi-Fi optimisation

kirkyboy4 — Mon, 13 May 2024 09:12:12 GMT

Hello after restarting my router I am still seeing through the night in the logs "channel hopping was initiated automatically/manually", its not been as bad recently but still happening by itself, can someone also check my Router settings to make sure I've got things configured correctly and that I am running the most recent firmware/software for the hub? Ill paste some device info below.

Hardware Version: FAST5464 2.00

Software Version: SG4K100174

GUI Version: 5.100.1

System Up Time: 6d 00h25m20s

For the hub DNS, should I have the Static DNS Server Configuration filled in with TalkTalk primary & secondary DNS values or should I leave that blank to use the default settings, then within Internet Connectivity under "DNS IPV4" i have it set to obtain DNS automatically and its pre filled talktalk dns, is this the best way to have this configured?

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Mon, 13 May 2024 09:17:18 GMT

Hi kirkyboy4

Thanks for your reply.

Your router has the latest firmware version.

Just to confirm, the issue is when you change your wireless channels to your preferred channels, it then changes back again?

Re: Turn off Wi-Fi optimisation

kirkyboy4 — Mon, 13 May 2024 10:00:15 GMT

Yes, if I was to set my hub to channel 100 or 104 before I went to bed by the time I woke up the channel will have changed back to 36/40/44/48.

I googled that and someone on Reddit had advised that this is something called Wi-Fi optimisation built into TalkTalk hubs, so I want that switched off so that stops happening?

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Mon, 13 May 2024 12:18:04 GMT

Hi kirkyboy4

Thanks for your reply.

I've asked our faults escalation team to take a look at this. The team may contact you directly to discuss this further.

Debbie

Re: Turn off Wi-Fi optimisation

kirkyboy4 — Tue, 14 May 2024 09:36:43 GMT

why escalated if you can turn this off? Did so in Jan. Thanks. Is there an actual tech support team I can phone, going back and forward on community forums is madness.

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Tue, 14 May 2024 09:39:21 GMT

Hi kirkyboy4

We can no longer switch this off. Our faults escalation team will contact you to discuss this further.

Re: Turn off Wi-Fi optimisation

kirkyboy4 — Tue, 14 May 2024 09:49:41 GMT

Thanks get them to call me if they need to onREMOVED as my usual number is unavailable temporarily, or if they can just turn that off then someone update me here ta

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Tue, 14 May 2024 09:50:39 GMT

Hi kirkyboy4

I have passed your contact number to our faults escalation team.

Thanks

Re: Turn off Wi-Fi optimisation

kirkyboy4 — Tue, 14 May 2024 15:51:27 GMT

Thanks, it happened again today. There are almost 9 different hubs in my area all sitting on channel 36, I use a Wi-Fi analyzer app to detect which channels are the least congested, channels 149-161 are still within the 8 channel plan (36-48, 149-161) yet the hub always seems to channel hop back onto channel 36, the most congested channel of them all. Makes no sense. if someone can update me here once Wifi optimization is turned off that would be ideal. Thanks.

Re: Turn off Wi-Fi optimisation

Debbie-TalkTalk — Wed, 15 May 2024 05:57:36 GMT

Hi kirkyboy4

I've just fed this back to the team now to look at.

Re: Turn off Wi-Fi optimisation

Anonymous — Fri, 17 May 2024 05:58:37 GMT

Morning,

Can I just check, have you been contacted by our Faults Escalation Team since our last post?

Thanks

Michelle