Intermittent WiFi dropout

[Bailey22]

I have recently experienced a problem with intermittent WiFi dropout that is becoming more frequent. When this happens and I interrogate any of my devices I get a message that says (words to the effect of) 'You are connected to the internet but there is no signal. Contact your Internet Service Provider'.

When the dropout occurs, the light on the front of the Huawei DG8041W-2.T5 router is rapidly flickering between red and white. Turning off the router and waiting 5 minutes before turning it back on clears the issue - until the next time!

Do I have a faulty router?

[Bailey22]

Hello Chris

The network connection dropped out again last night at 2030 and reconnected between 2130 and 2200. So it is certainly no use as it is and needs to be thoroughly investigated. So what details do you need to confirm?

Kind regards. 

[Chris-TalkTalk]

Hi Bailey22,

If the connection is still dropping then we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details with you

Chris

[Bailey22]

Hello Chris

Since my last post this afternoon, the network connection failed at 1724 and came back on at 1900. 

Please let me know what action will now be taken to try to sort this out. 

Kind regards 

[Bailey22]

Hello Chris

I am sure that you understand that I have not been able to continuously monitor it over the weekend. However, on Saturday morning at 0940 I noticed that the network connection was down. Shortly afterwards the router started rebooting and the connection was restored at about 0950. When I came home today at about 1500 the network connection was down, how long it had been down I do not know. At about 1550 the router started rebooting, the light going solid amber at about 1555 then turning white and the network reconnecting at a couple of minutes after 1600.

So, what happens next?  

kind regards. 

[Chris-TalkTalk]

Hi Bailey22,

How are you getting on, how has it been over the weekend?

Chris

[Chris-TalkTalk]

OK thanks. Could you see how it goes over the weekend, if the pattern continues and we'll check in again with you on Monday

Chris

[Bailey22]

Hi

As I explained yesterday, the router arrived on Wednesday and was installed that evening. The wifi dropped out around 1330 yesterday (Thursday). So this router is performing exactly the same as the previous one and the one before that in 2023.  So the problem must be elsewhere. 

Kind regards. 

[Karl-TalkTalk]

Hi

I/m showing the router delivered, have you had a chance to test ?

Thanks  

Karl. 

[Bailey22]

Sorry, it was Tuesday that it dropped out from 1430 to 1600, not yesterday. 

[Bailey22]

Hello Karl

I will do that  but for the past week or so it has been dropping out on a daily basis around midday or early afternoon. Yesterday it dropped out at about 1430 and came back on at about 1600. Looking at the original post I made on 30 December 2023 it would appear that I am having exactly the same problems now as I was experiencing then.   I have had 3 different routers showing the same symptom so I do not believe that it is a router problem. 

I am sure that you understand just how frustrating and disruptive this so I am anxious to get this resolved permanently.

Kind regards. 

[Karl-TalkTalk]

Hi

I've ran a couple of tests across your line.  All is clear at the moment with no issues detected. 

Lets see how it behaves as we go into the weekend. If there are drops, make a note of the date / time and we can then check these against the Openreach DLM Logs.

Thanks  

Karl. 

[Bailey22]

Hello Michelle

The new router arrived yesterday and I installed it last night. It has worked fine until about 1330hrs About 30 minutes ago) when the connection dropped out. All my home devices showing a good connection to the router but no access to the internet. 

I restarted the router and after going through its starting up procedure it showed a solid amber light until a couple of minutes ago when the light turned solid white and everything returned to normal. 

I don't think it's a router problem but there is certainly something strange going on. 

Grateful for your further help. 

Kind regards. 

[Michelle-TalkTalk]

Great, thank you 🙂

Michelle

[Bailey22]

Thank you Michelle. I will certainly let you know how the connection compares. 

Thank you very much for your help. 

[Michelle-TalkTalk]

Hello,

The router is on the way and should arrive in the next 48hrs. Please let us know how the connection compares.

Thanks

Michelle 🙂

[Bailey22]

Hello Michelle

No, I am not using any wifi extenders but I would be happy to try another router. It is a shame, as this Sagemcom router has been the best I have had and been really stable until the past week or so. 

Thank you so much for your help. 

[Michelle-TalkTalk]

Hi,

I've run a test on your line now which is clear. Are you currently using any wifi extenders? If the tests are clear then I would suggest trying a different router. Are you happy for us to send this?

Michelle

[Bailey22]

In 'Track my fault' in 'My Connection' on my account it is now telling me that a case has been opened reference REP-14918340.

[Bailey22]

That is very good of you, but before you do that I have run a connection check through 'My Account'. That has identified a problem with the line but suggested that it is with all of my home devices!!  It is saying that everything has an intermittent wifi connection, which they would have as the internet connection keeps dropping out. 

So do you think it could be the router?  To me it seems strange that it will work fine for over 20 hours of the day without a problem but just drops out for a few hours. Usually about now!!

I am happy to try a new router if you think it would help with the problem. 

Many thanks. 

[Michelle-TalkTalk]

Hi,

Ok. We can send a replacement router to rule this out, would this be ok?

Thanks

Michelle