Devices keep losing connection

[david7892003]

I hope one of the experts on this forum van help before my wife and I go bonkers. Around Christmas our download speed dropped to around 10Mbps from our usual 35Mbps. After using the app to test the line an Openreach engineer (2) arrived to swao the old whit BT box on the wall and replaced the microfilter. Speed restored, but since then we are having all sorts of issues with devices losing connection. Hive heating blink doorbell sonos etc. I've spent hours on live chat ususlly culminating in resetting the router and the ahent assuring me all is OK. Then it starts again. I am truly at a loss as to what I can do next. Has any one else encountered this problem and how did you resolve it. We have been with Talktalk for many years and are still using the original router supplied.

[siphosethu-TT]

Please confirm if you've made any changes to your router password? I ask this because I want to run a factory reset on your services which will require you to use the password provided at the back of the router once complete. Thanks

[mandisa1-TT]

The reason we ask for you to remove the WIF HUB from the large appliance is to eliminate the possibility of it affecting your coverage.

[david7892003]

Sorry I give up!!! 

[mandisa1-TT]

You'll need to move the WiFi Hub to ensure it provides the best possible coverage in your home by doing the following:

• Move the router away from any obstructions, or move obstructions away from the WiFi Hub so they don't block the signal.
• Ensure the router is not on the floor or a low shelf.
• Move the WiFi Hub away from other electrical equipment, or move the other equipment.
• To check whether you have a coverage issue perform device testing with devices in the same room as the Wi-Fi Hub, to ensure walls are not blocking the Wi-Fi signal when testing and then move to locations you have problems to see if changes to your setup improve the signal.

Can you confirm once you've made these changes?

[david7892003]

yes

[mandisa1-TT]

Thank you. 

Is the WiFi Hub clear places so it's signal is not obstructed?

To confirm, check that the router:

• faces outwards into the room it's located in
• is not placed inside a cupboard or other concealed location
• is not on the floor or a low shelf

Yes - the Wi-Fi Hub is clear of obstructions?
No - there are obstructions?

[david7892003]

yes.However it's been there for 6 years without any problems until now

[mandisa1-TT]

Based on what you've told me it seems you may have an issue with Wi-Fi coverage in part of your home.

Your Wi-Fi signal can be affected by obstructions - like thick walls and furniture - between your devices and the Wi-Fi Hub, as well as interference from other electrical devices. The distance from the Wi-Fi Hub will also affect it.

You can help minimize the effect of these by ensuring the best possible location of your Wi-Fi Hub equipment.

I can check this with you now.

Is the Wi-Fi Hub located close (within 1 metre) of any large electrical appliances?

Examples of appliances that may cause issues:

• TV
• Set Top Box
• Washing machine, drier and other large appliances
• Microwave

Yes - there are large appliances close to the Wi-Fi Hub?
No - the Wi-Fi Hub is not close to other appliances?

[david7892003]

2

[siphosethu-TT]

Are you:
1. Unable to connect a device to WIFI
2. Having problems with a device already connected?
Please confirm by replying back 1 or 2

[david7892003]

Unfortunately my laptop does not hav an RJ45 socket and i have no ther device I can hard wire, sorry

[siphosethu-TT]

Could you please tell me if you have a laptop or a computer which is currently physically connected to the router (uses the Yellow cable) or a computer/laptop that could be connected like this if needed?

This will be helpful in diagnosing whether the issue is being caused by your wireless network - don't worry if you don't, we can still continue with diagnostics.

[siphosethu-TT]

Thanks for confirming.

[david7892003]

it is only devices connected by wifi that drop out. I have a TV and Manhattan tv box both hard wired with cat 5e and i have no issues with these

[amahle-TT]

Thank you, are the devices you are experencing problems with connected to the Internet through WiFi or via an Ethernet cable connection, wired directly to your router or a combination of both?

[david7892003]

win 11

[amahle-TT]

Do you know the type of Operating System is in use on your Laptop?

[david7892003]

i am using a lenovo laptop at the moment if you need to test using that, Connected by wifi approx 20 fee from the router

[amahle-TT]

I'll need you to perform some checks. Can you tell me what type of device you are using when you experience problems?

If the problem you're experiencing is affecting more than one device, what's the main device you can use for testing with me now?

[david7892003]

No not really as for the last 6 years everything has been fine. We are only experiencing the issue over the last few months, How much would talktalk want for the upgrade?