Internet connection repeatedly drops to iphone /ipad via wifi - firmware update?

[eg_parad1gm]

Hi,

From web searches I can see this is a common problem. My phone and iPad remain connected to wifi but frequently (several times per day) lose connection to the internet. I know this only because web pages time out. If I disconnect and reconnect wifi the connection is restored to the web. Other devices not affected to my knowledge.

I think it might be worth trying a firmware update, which I believe Talk talk can initiate remotely? I have a fairly old router, had it for 5+ years.

thanks!

[Michelle-TalkTalk]

Hi,

Ok, if it is still happening following this then let us know and I can ask my colleague to take a look.

Thanks

Michelle

[eg_parad1gm]

Hi Michelle,

Thanks for your reply. Yes everything is still the same, including other devices.

One thing I will do is try separating the SSIDs again to see if that helps.

Open to further suggestions.

[Michelle-TalkTalk]

Hello,

Thanks for confirming. I've re-run the line test again just to ensure that there are no line issues and this is clear. The connection also looks stable for 48hrs. Can I just confirm that it's still only the apple devices which are experiencing this issue please? All other devices remain stable?

Michelle

[eg_parad1gm]

Surprisingly a 5464 turned up after the other one so I have had that plugged in for about 3 days.

Unfortunately though it seems the issue persists. 😕

[Michelle-TalkTalk]

Morning,

How are you getting on?

Thanks

Michelle

[eg_parad1gm]

Ah yes, 5464, I meant to say.

[KeithFrench]

Hi @eg_parad1gm 

I think you made a typo, the router to replace your 5364, is the 5464, not 5654.

[Chris-TalkTalk]

OK thanks 🙂

[eg_parad1gm]

Hi Chris,

OK I will give it a god even though it seems highly unlikely to work (I understood one known solution was the 5654 router. @Debbie-TalkTalk @KeithFrench 

@ferguson I previously had the 2 SSIDs separated so I doubt it’s that.

[Chris-TalkTalk]

Yes, as you've been sent the router I think it's worth trying it. At least if you still experience the same issue it will rule a router fault out as a potential cause of the issue

Chris

[ferguson]

You could try splitting the SSIDs and see if that helps with your iPad and iPhone. I know Keith isn't a fan of that, but it worked for me. 

[eg_parad1gm]

Hi Chris,

I’ve only recently tried a new Fast5364 (my 2nd of 2, see earlier posts), so do you really think it’s worthwhile to try a 3rd?

[Chris-TalkTalk]

Hi eg_parad1gm

The Sagemcom Fast5364 has probably been supplied instead of the Fast5464 because it's the one specified for you package. Could you give it a try and let us know if you still experience the same issue

Chris

[eg_parad1gm]

Hi Debbie,

I received a router,  but going by the box I think It’s the same sort I had before?

[Debbie-TalkTalk]

Hi @eg_parad1gm 

I've requested that the WIFI hub2 router is sent, there will be no charge for this router.

Please allow 72hrs for this to arrive.

Thanks

Debbie

[eg_parad1gm]

Yes please. As with the last router swap, I presume there is no charge.

[Debbie-TalkTalk]

Thanks @KeithFrench 

@eg_parad1gm Would you like me to request for a 5464 (WIFI hub 2) to be sent?

[KeithFrench]

Hi @eg_parad1gm @Michelle-TalkTalk 

Is the router a Sagemcom FAST 5364? There have been some strange issues with this & iWhatever and the only way around that was to swap the router to a 5464. I know @Debbie-TalkTalk got very involved with one a couple of months back.

[Michelle-TalkTalk]

Hi,

@KeithFrench - have you come across this before?

Thanks

Michelle

[eg_parad1gm]

Hi, yes it’s just iPad/iPhone I have a problem. Many of my devices are connected via ethernet, however I also have many smart bulbs for example that are always wifi. Also I have used my laptop a few times without issue via wifi over the last few days.

In terms of the smart bulbs they are connected via 2G (as they don’t support 5G). With the new router it doesn’t distinguish the SSID between 2G and 5G so I don’t know which iDevices are connected to. Just mentioning in case you think this could be related to the problem.