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,

[Michelle-TalkTalk]

Morning,

I've checked and the replacement router has been dispatched and I would expect it to arrive today or tomorrow at the latest.

Thanks

Michelle

[koumster]

Hi,

Still haven't received the replacement router to test with and we had 4 occasions yesterday where the router needed to be power cycled as the BB connection had dropped: at 11:50hrs, 16:30hrs, 20:00hrs, 23:55hrs

[Michelle-TalkTalk]

Morning,

Thanks for testing this and I'm sorry to hear that your connection is still unstable at the test socket. Please let us know how you get on once the replacement router arrives.

Thanks

Michelle

[koumster]

Hi Debbie,

FYI, the broadband connection has just (approx: 16:30hrs) dropped and I had to power cycle the router to get it back. This is whilst it is connected to the test socket.

[koumster]

Hi Debbie,

OK, this has now been done, see attached photos

[Debbie-TalkTalk]

Hi @koumster 

Yes please, it would be worth trying this to see if the connection remains stable. Testing at the test socket will help rule out any issues with the faceplate or internal wiring.

[koumster]

Hi Debbie,

thanks for confirming.

No, I have not connected the router directly to the test socket. Do you want me to do this?

[Debbie-TalkTalk]

Hi @koumster 

I've ordered the replacement router, please allow 24-48hrs for this to arrive.

Have you connected the router directly at the test socket?

[koumster]

Hi Debbie,

Yes please, as long as this router will be free of charge?

How long will it take for this router to arrive as I'd like to get these issues resolved as soon as possible. Are there any other checks/tests that can be run in the meantime, as it a total inconvenience at the moment.

[Debbie-TalkTalk]

Hi @koumster 

It's ok, would you like me to send a router first so we can rule this out? (as the line tests are clear)

[koumster]

Hi Debbie,

Sorry, I can't remember whether I have ever been sent a new router for testing.

[Debbie-TalkTalk]

Hi @koumster 

The line test is clear but I can see some re connections on the line.

When did we last send you a new router for testing?

[Debbie-TalkTalk]

Hi @koumster 

Thanks for your reply.

I will run some line tests now and I will post back shortly.

Debbie

[koumster]

Hi Debbie,

It affects all devices, both Wifi and wired connections. The only way to get reconnected is to power cycle the router. Like I said it started happening last week and seems to be getting worse by the day.

Not sure whether this could be related to an issue with the cabling outside of the property due to the bad weather or router hardware issue.

If you check the logs for the BB connection to my property you will see how many times we've had to reboot the router

I have the following router: SagemCom (Device Ver: FAST 5364-3. T8)

Hardware Version: FAST5364 3.00

Software Version: SG4K100206

[Debbie-TalkTalk]

Hi @koumster 

I'm sorry to hear this.

We are no longer able to switch off WIFI optimisation on the line.

Can I just check, when you say the BB connection locks up, is this only wireless devices or is it also affecting wired connections too?

Which router do you have?