Lose wifi for a few minutes most days

[Bella2025]

For a few weeks now I seem to lose wifi for a few minutes most days when using my laptop or phone.  I have the Huawei Router HG635 and am wondering if it needs replacing as it is no longer supported.  I have tried contacting the online support but can't get an agent to answer.

[Mandisa-TT]

Perfect! I will be able to send through the order for you @Bella2025 please add your delivery address under private note on your profile and let me know or you can send me a private message with the details.

[KeithFrench]

Hi @Philile-TT 

I totally agree with you.

[Philile-TT]

@KeithFrench I think it best we replace it and @Bella2025 will let us know if it does any difference. 

[KeithFrench]

If it was down to me I would have replaced your router at the start.

Alas the default settings in a router are not always the best. However, until I see what is happening to your WiFi network via my diagnostics, I do not know how your router is configured.

[Philile-TT]

@Bella2025 the router you have is quite old this could be the reason, please send me a private message with your address. 

[Philile-TT]

Hi @Bella2025 I will have a look at your router. 

[Bella2025]

  I have changed the bandwidth to 20MHz for the 2.4GHz frequency band.  It was about 9:30 last night when I lost connection. I should point out that the router settings I have never adjusted apart from changing my password.  These settings used must have been default when I set up the router following the instructions given by Talk Talk.  I will let you know if I have further issues.  Thanks.

[nambuso-TT]

Hi @KeithFrench and thank you very much for helping out:)

[KeithFrench]

Hi @Bella2025 & @nambuso-TT 

You are using a 40 MHz channel bandwidth on your router, which you should never do. This is because, without getting technical (I will willingly do so if you require), you are using up 9 out of the 11 available channels. This means that other networks will interfere with you, plus you are causing interference for every other router in the 2.4GHz band in your area. This not only slows you down but also everyone else trying to use this band.

If you log into your HG635 & go to:-

Home Network > Wireless Settings > Advanced Settings

Then, under 2.4GHz Frequency band, set .11n bandwidth to 20MHz only.

Moving on from that, your 2.4GHz signal is varying in signal strength quite a bit, with some particular drops at 21:32 & 21:33, I don't know if these times coincide with your problems. However, I expect that with you using a 40MHz vchannel bandwidth, this is the most likely cause of these drops. However, I can't be certain without another snapshot when/if you have problems with the router set to 20MHz only.

[nambuso-TT]

Thank you very much for the support, @KeithFrench. @Bella2025, please let us know if you would like us to conduct some checks to identify the cause of the issue and find a potential solution. Additionally, you've mentioned that your router no longer receives updates please note that this should not prevent your router from providing internet access. Thanks

[KeithFrench]

Hi @Bella2025 

Thanks for these, I will have a look a bit later this morning & get back to you.

[nambuso-TT]

Hi there @Bella2025. I am very sorry to hear this. I will look into this for you. Please confirm if you are messaging us from home. Thanks

[Bella2025]

Hi,

I lost wifi again last night so I collected the files again.  Can you have a look please.  I will send the code.

[Mandisa-TT]

Thank you @KeithFrench 

[KeithFrench]

Hi @Bella2025 

Those instructions were for the DG8041W, not the HG635. It was just that the DG8041W has stability issues and if you had that one, I would have asked TalkTalk to consider replacing it. The HG635 is even older, but does still works OK. If you wanted to get a new router, you could ask TalkTalk to replace it for you, but currently, you would probably have to pay for it. Currently, I do not see any technical reason to need a new router. When your contract is next up for renewal, it would make sense to ensure that they give you a new router.

As per my previous email, please can you try moving the 2.4GHz channel to 11 & see how it goes? To do this, log into the router & go to:-

Home Network > Wireless Settings > Advanced Settings

In the 2.4GHz section, change the channel there.

If it does fail again, please can you get me a snapshot from Wi-Fi Scanner at that time?

[Mandisa-TT]

Thank you @Gliwmaeden2 and @KeithFrench for assisting. 

[Gliwmaeden2]

@Bella2025, the router DH8041W is simply another Huawei router, which used to be described as the Hub Black, and was actually similar in appearance to the Sagemcom routers that Talktalk called Hub 1 and Hub 2 .... they are now on to Hub 3.

Your HG635 is an older router still, also by Huawei. Important to know it was that one for Keith to help with the diagnostics.

[Bella2025]

Hi Keith,

My router is Talk Talk's Super router HG635.  I don't know what  DG8041W relates to.  I didn't have any issues when I did  the reports.  I have logged into my router but can't see the settings you mentioned.  I can't find the user log page.  If I click on the internet section I have connection mode,  internet connection, Firewall, Internet services, port forwarding and routing rules down the left hand side.  There is a maintain option on the top right.  If I click on that there are diagnosis tools and Ping and Traceroute. Do you mean there? 

[KeithFrench]

Hi @Bella2025 

There are two problems that I can see:-

1. On the 2.4GHz band, you are currently using channel 3. In this band, you should only ever use channels 1, 6, or 11, as they are the only non-overlapping channels. The best channel is probably channel 11 currently.
2. Although not a problem with Wi-Fi interference, your router is a Huawei, probably a DG8041W. If it is this router, then it does have firmware issues affecting stability. If you look in the user log in the router, are there any entries containing the text "kernel panic"? Log in to the router & go to:-

Dashboard > See Internet Settings > Manage advanced settings > Advance Configuration > Maintenance Diagnostics > User Log

Was the snapshot taken at a time when the Wi-Fi was actually dropping?

[KeithFrench]

Hi @Bella2025 

Thanks for the password, I have got all I need. I will try & look at it later this morning.