Broadband WiFi Connection Problems

[opticfibre]

Hi, I most recently reported this problem about 6 weeks ago but it actually goes back at least 18 months.  I chatted with Chris about it and for a while it seemed to resolve itself, but then returned.

My house is a typical 2-storey detached 1981 built house. 

The TT  Sagemon Fast router (replaced about 5 months ago) is located in upstairs bedroom, alongside main desktop PC (ethernet connected).  The Wifi extender TT provided about 6 weeks ago is downstairs at one end of long living room.  

Our 4 devices (2 mobile phones, 2 laptops) are mainly used downstairs in the living room, and continually lose Wifi connection (several times a day).  Wifi connection can only be regained by bringing the phone or laptop  close to the main router.  Bringing them close to the wifi extender does not have any effect.

The phones often show “Obtaining IP address . . .”.  One phone (Samsung S10e) is worse than the other (LG G6)

Both phones keep switching to 4G, thus incurring charges.

The ethernet-connected PC is usually OK but sometimes I have problems when linked up to a friend on MSFS 2020.

The ethernet-connected Smart TV occasionally says no internet connection, but then regains connection.

I'm really at a loss to know what to do.  TalkTalk, I must get this problem resolved . . .

[Michelle-TalkTalk]

Hi AMBELLS,

As advised, please can you create your own topic and we can look into this for you.

Thanks

Michelle

[ferguson]

@AMBELLS 

Please start your own topic, complete your community profile and the support team can start to help.

[AMBELLS]

My broadband has been off for 4 months.

Every time I call/contact Talk Talk I am told I have good connection with good speed.

I have had 2 Talk Talk engineers out.

Requesting a Booster 5 months ago.

Cameron from Out Reach spent 3 hrs trying to resolve this problem for me today.

Outreach finally did all the tests and the outcome was that it was Talk Talk at fault.

I have paid my monthly bill by direct debit all this time that no broadband or interrupted broadband was going on for 5 months.

I need this resolved

IMMEDIATELY 

HELP

[Karl-TalkTalk]

Hi

I'm using the Asus RT-AX56U.  My original router was fine, but I wanted something that had more control over devices connected, such as bandwidth limiting etc. Been using this one for about 3 years now.

Thanks  

Karl. 

[opticfibre]

Karl, oh, good, thanks!  

As a matter of interest are you using the Asus RT-AX55?

I'm also looking at the Linksys MR7350, which has slightly better scores than the Netgear and is cheaper.

[Karl-TalkTalk]

Hi

That's great, then an ethernet cable will go from the port at the top of the socket, straight in to the Wan port of your new router.

When you set up a new router, just leave most settings to Auto. Some routers will ask for a broadband username and password, if it does, just use the following :

User :  telephonenumber@talktalk.net

pass : 12345678

I use an Asus router with my TalkTalk fibre, but it allowed me to choose an option, my ISP does not require a username or password etc.

Thanks  

Karl. 

[opticfibre]

Yes, it does!

[Karl-TalkTalk]

Hi

A Modem was originally required for older ADSL connections. With Fibre connections, Either FTTC - Fibre to the Cabinet or FTTP (Full Fibre To The Premises), you can use a standard Broadband Router.

The Netgear AX1800 is a standard Broadband router with a WAN port.  

Does your Phone socket look like this :

Thanks  

Karl. 

[opticfibre]

Karl,  Thank you for your reply!  I have to say I'm confused about exactly what I DO want.  As I've said earlier, I want to replace my TT Fast router with a better 3rd-party router.  The ones I've looked at say in the blurb that they don't include a modem.  Are you saying that I don't need a modem if I were to replace my TT router with another one? 

If so, my problem is solved, and I'll go ahead and buy an alternative, probably  the Netgear AX1800.

[Karl-TalkTalk]

Hi

when connecting 2 broadband routers together, just connect the 2nd router via it's WAS port to the ethernet port of the first router.

If you only intend to use the wifi from the 2nd router, connect a device via ethernet to the first router, and log in via 192.168.1.1 with the username and password on the sticker on the back of the router, and turn off the wifi from the settings menu.

I'm not sure why you need to have 2 routers, if the 2nd router you wish to use is a full broadband router you could just connect this directly.

Thanks  

Karl. 

[opticfibre]

Chris,  I'm not at all technical, please explain what you mean!......eg "Double NAT" ??

Also please explain HOW I would "just connect the router to the hub" and "switching off wifi" ??

[Chris-TalkTalk]

You would usually do  this by enabling bridge mode on the modem/router but this isn't an option on any of our hubs. A colleague says that they managed to get it working though by just connecting the router to the hub and switching wifi off on the hub, I think there's a potential problem of 'double NAT' though, which can cause connectivity issues.

Chris

[opticfibre]

Chris, all the recommended 3rd party routers don't have a buit-in modem.

So I'm asking how do I configure and connect my existing TT router so it acts as just a modem?

[Chris-TalkTalk]

I think you can connect the Netgear to our hub and switch off the wifi on our router but a better option would be to buy a modem/router rather than just a router

Chris

[opticfibre]

Debbie, I thought I'd already replied, but can't see it so will try again.

I've decided to give up on the TT Fast router, and buy a Which magazine recommended 3rd-party router, like the Netgear RAX20 AX1800.

But it seems that these routers don't have a built-in modem.  Does this mean that I have to use the TT router as a modem, and connect it to the new router, and if so, how do I link the two together?

[Debbie-TalkTalk]

Hi opticfibre

I have updated your router firmware to the latest version and I have made sure the WIFI optimisation is still switched off.

Please let us know how the connection compares.

Thanks

[opticfibre]

Hi, well, I've got 2 apps on my mobile, WiFiAnalyzer and Netspot. I'm no expert in interpreting the data but there's no obvious interference.  OTOH, I'm not sure how it would show up.

[ferguson]

Have you used a WiFi analyser to check out wireless interference in your vicinity?

[Gliwmaeden2]

Yes, it's a shame. 

I think @AllyM may be able to advise. 

[opticfibre]

Oh, that's a pity.  I'd bought the BT Smart Hub on the strength of the reply I'd had.  

Because of my on going problems with TT, and I assume its wifi hub FAST router, I'm trying to find something better.  The Which report shows the BT Router (72%)  much better than TT (51%) - but unfortunately not compatible.

I wonder if there are recommendations from other TT customers?