Internet connection keeps dropping

[ernie66]

My wi-fi internet connection keeps dropping across all devices multiple times a day and sometimes multiple times an hour.

My router is a hg635 and the connection has been given a clean bill of health. The LEDs are always green with the power and broadband lights stable, and stay that way when the connection drops.

I have reset the router without any change and I now have to re-boot the router every time it drops, although occasionally it will reconnect itself. This has now become very tedious.

When connected the signal strength is strong and down/up speeds are very good.

I think all avenues have been exhausted now and it might be time to swop out the router.

[KeithFrench]

Hi @ernie66 

If it is playing up like this, it is the ideal time to take screenshots, then I will be able to see what the problem is.

[ernie66]

Thanks @KeithFrench for the guide it made good reading. 

I installed and ran the app on my laptop and changed the auto channel on the hg635 to channel 6 and had no drop outs, all was going fine until the 2.4k band dropped out for no apparent reason as there were no other APs nearby on the same channel, the internet was kept alive by the 5k band but at reduced speed (8Mbps). Also tried other channels with same effect. I have been trying to take screen shots as requested but now I can't get 5mins worth of signal before the 2.4k band drops out(this is after a reboot) even tried a reset. Getting frustrated now as my security cameras operate on the 2.4k band.   @Debbie-TalkTalk i would like to try another router please. 

[Debbie-TalkTalk]

Thanks @KeithFrench

[KeithFrench]

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots that I have requested in my guide (no photos please they can be difficult to read as text can get out of focus when zoomed in), from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. If you prefer PM them to me. If you do PM me, then please add a link in there to this thread, so that I can find it easily.

[ernie66]

Hi Keith thanks for your input.

The LEDs are always green with the power and broadband lights stable, and stay that way when the connection drops.

The drop out only happens across my wireless devices , ethernet connections aren't affected.

[Debbie-TalkTalk]

Hi ernie66

How are you getting on? I can see that Keith has offered to help.

Thanks

[KeithFrench]

Whilst it might be the router, it could also be WiFi interference. Only TT can issue a new router, but unless you go via the service centre, the TalkTalk support staff on the forum do not work at weekends.

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a by-product of the popularity of Wi-Fi.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.