Broadband connection / wifi dropping / stability

[koumster]

Hi Community !

Since Weds 04th December 2024 we noticed that the broadband / WIFI has been locking up and going offline and I have had to manually power off and on the router to get reconnected to the network.

Can you please check that Wifi Optimisation on my Sagemcom Fast 5364 is still DISABLED, as this was causing me problems in the past and the Wifi Optimisation was DISABLED to solve the issue.

Refer to Post made by me on ‎14-02-2024 03:00 PM (Broadband connection dropping)

Regards,

[Karl-TalkTalk]

Hi

OK, thanks for letting me know.

Karl.

[koumster]

Hi @Karl-TalkTalk 

Just to let you know we had an outage on the BB last night @23:55hrs on 01/01/2025, but in this instance the light on the front of the router was orange rather than white. We power cycled the router and the BB was eventually restored after a couple of tries.

[Karl-TalkTalk]

Hi

That's great news. thanks for confirming.

Regards,

Karl. 

[koumster]

Hi Support,

Please feel free to set this Support ticket to resolved, as all is working as expected.

Thanks for your support.

[koumster]

Morning,

I can confirm that the original issue with the router locking up with the white light on is resolved.

The issue that is being experienced now is with only one of the mobile devices in the household, details provided in the previous reply sent to Arne yesterday, and it is only that device that needs to be reconnected to wifi.

I will try to keep a track on dates and approx times and let you know. Please bear in mind that I only notice the problem when when I'm using my mobile, so timings may not accurate.

[Michelle-TalkTalk]

Morning,

We've been advised that this issue has been resolved. Would it be possible to make a note of the specific date and times that this is happening please and we can ask our Devices Team to take a look. Are you still experiencing the white light on the router when this happens?

Thanks

Michelle

[koumster]

Hi @Arne-TalkTalk 

Thanks for the confirmation, appreciate your prompt response.

Also fYI, I'm still getting Wifi lock up on my Samsung mobile since the router fix was applied to the router. I'm having to disconnect/reconnect to my router Wifi maybe once or twice daily. My mobile details are shown below:

Samsung Galaxy A34 5G (SM-A346B/DSN) - Andriod Version 14

[Arne-TalkTalk]

Hi @koumster 

A credit has been raised for the engineer,  because of previous credits your account is now in credit and the latest bill has been taken out of the credit.  So no payment owed this month.

Regards

[koumster]

Hi support,

I have received my latest bill and you have charged me £75 for an engineer visit that I should not be liable to pay. The issues with my broadband were down to talktalk Router software update issue and it was talktalk that suggested that the Openreach engineer be sent, who subsequently advised me that the issue seemed to be related to the talktalk router. Please can you refund the £75 taken from my account asap

[Chris-TalkTalk]

OK thanks

Chris

[koumster]

Morning,

Apple iPhone 15 Pro Max - iOS 18.1.1 - Last time it disconnected from the WiFi was Friday

Samsung Galaxy A34 5G (SM-A346B/DSN) - Andriod Version 14 - Last time it disconnected from the WiFi was yesterday evening

We will monitor over the next few days and keep you updated.

[Michelle-TalkTalk]

Morning,

Can I just confirm, is this still happening since your last post please? Which handsets are affected please? (make and models and which IOS/software they are running please)

Thanks

Michelle

[koumster]

Hi Support,

FYI, So far we have not had any router lock ups where the white led stayed on with the router requiring a reboot.

But we have noticed that WIFI connections to some of the mobiles (both Apple & Samsung) in the house keep dropping and require us to reconnect to the WIFI from the mobiles.

Can you please report this back to engineers as this was never an issue in the past

[Michelle-TalkTalk]

Hello,

Ok, I'm glad to hear this. We'll check back in with you in a few days just to ensure that the connection has remained stable and to confirm once the engineers have fully closed this fault.

Thanks

Michelle

[koumster]

Hi @Michelle-TalkTalk 

For me the last time was yesterday morning at approx. 7am

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Our engineers have been rolling out the fix since yesterday morning. When was the last time that you experienced this issue please?

Thanks

Michelle

[koumster]

Hi Support,

Do you have an update please?

[Michelle-TalkTalk]

No problem 🙂

Michelle

[koumster]

Thanks @Michelle-TalkTalk 

[Michelle-TalkTalk]

Good morning,

As soon as we receive confirmation that this fix has been applied (some point this morning) then we'll post straight back to confirm.

Thanks

Michelle