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,

[koumster]

Hi @Debbie-TalkTalk 

Thanks for the update, fingers crossed that they will fix it.

[Debbie-TalkTalk]

Hi @koumster 

This is the latest update on this issue 

Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

[koumster]

Hi @Anonymous 

Thanks

[Anonymous]

Hi,

Ok thanks for confirming. We'll let you know what the engineers advise.

Michelle

[koumster]

Hi, We do not have Apple TV

[Debbie-TalkTalk]

Hi @koumster 

Do you have apple TV?

[koumster]

Hi @Debbie-TalkTalk 

There are 3 iphones in the household that connect to the WIFI.

iphone1 is on iOS 16.1.1

iphone2 is on iOS 18.1.1

iphone3 is on iOS 17.6.1

But to confirm when the router locks up it affects all WIFI and directly connected devices in the household, e.g. TV, Apple iPhone & Samsung mobiles, laptops, , security cameras, Amazon devices etc....

FYI, I have just (12:01 hrs) experienced a lock up and lost internet access (FYI, Light on front of router was still white) and the only iPhone that is at home is iphone1 (iOS 16.1.1), but am pretty sure we have also experienced the lock ups when this device is not at home.

[Debbie-TalkTalk]

Hi @koumster 

Can I just check specifically what devices are affected when this issue happens please? Is it related to Apple devices only?

Which IOS version does the device have?

[Debbie-TalkTalk]

Hi @koumster 

We've been advised that our engineers are working on the fix for this issue.

As soon as I have further updates I will post back here.

Thanks

[koumster]

Thank you.

[Anonymous]

Good morning,

Apologies, we've chased the team for an update this morning and we're hoping to receive an update back shortly.

Thanks

Michelle

[koumster]

Hi,

Is there an update on this support request (which has now been open for 9 days) as the issues with the router freezing and losing internet access are still occurring on average 3-4 times a day.

How are the Faults Escalation and Network Team doing with their investigations? Can you please provide an update?

[Anonymous]

Hi @Joinelja 

As advised, please cab you create your own topic and we'd be happy to look into this for you.

Thanks

Michelle

[Anonymous]

Hi @koumster,

I'm sorry for the delay. Our Faults Escalation and Network Team are currently looking into the issue with the white light on router/no connection and I'm hoping to know more this morning, I'll keep you updated as soon as I know more.

Thanks

Michelle

[ferguson]

@Joinelja 

Please start your own topic and the support team will be happy to help. 

[Joinelja]

My router has a white light. My internet kept going down this week. Had an engineer this morning to resolve the problem. Now off again but still a white light

[koumster]

The replacement router that you sent does not seem to work properly and the Openreach enginners commented that it looked like a refurbished router and that I should be sent a brand new (latest version) of the router.

Earlier on today I was unable to even login to the router/default gateway, please see attached photo.

I'm sorry but these issues are causing me and my family so many problems and disatisfaction and I'd really appreciate if this can be escalated and either resolved or my contract be cancelled free of charge.

FYI, I have already sent my original router back to Talktalk.

[koumster]

Hi Debbie,

I can confirm that we've had FOUR lockups today at approx. 11:30am & 12:15pm & 4:55pm & 5:47pm so far and the light on the front cover of the router is solid white as if all is OK.

[Debbie-TalkTalk]

Hi @koumster 

Thank you. If it does drop or lock up again, could you check the the light on the front of the router again for me?

[koumster]

Hi Debbie,

I will keep checking the BB and let you know if it drops or locks up again.