Lost connection on iPhone and ipad

[Jojox]

My iPad and iPhone have been connected to my internet for years, yet since Sunday I have lost connection. I have repeatedly tried turning router off for over an hour at a time but all I get is “ unable to join the network “. Any ideas why?

[Michelle-TalkTalk]

Hello,

I'm glad to hear this and thanks for letting us know 🙂 You don't need to return the HG633 router, unless you would like to.

Thanks

Michelle

[Divsec]

Hi @Jojox that's great news glad all is working. If there was a returns envelope in the package return the router, and keep hold of the posting receipt. If not hold onto the router until Karl confirms that you can recycle it. (After the holidays) 

[Jojox]

Hi Karl, received new router today! And I’m back online ☺️ thank you for your help. Do I return old router or is it too old to reuse? 

[Karl-TalkTalk]

Hi

The router is sent via courier and usually takes 24 - 48 hrs to arrive, however during this festive period, courier services are busier than usual, so I cannot guarantee there will not be a delay.

Karl.

[Jojox]

Thanks Karl, any idea how long before I get this?

[Karl-TalkTalk]

Hi

This router is quite old now, I'll gat a new router sent out to you, to see if it is failing.

Thanks  

Karl. 

[Jojox]

Huawei HG663 is this the correct information?

[Michelle-TalkTalk]

Morning,

Thank you. The connection stats look ok. Can I just confirm, what is the make and model of your current router please? Do you have an alternative router that you can test with? If not then please let us know and we can send a replacement router for testing purposes to rule this out.

Thanks

Michelle

[Jojox]

Hi Michelle, details are now updated. Thanks 

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[Jojox]

Hi Divsec, yes tried totally removing and re discovering a few times, nothing seems to work 🥴 my contract is up on 18th January so thinking of going with Sky 🤷‍♀️  talktalk seems to get worse each year, been with them 10 years plus. 

[Divsec]

Hi @Jojox no they are not that subtle, I would be sure it is the WiFi settings. Unfortunately I don't have access to Apple tech but I'd suggest deleting your phone tt WiFi setting then reinstating it from the list discovered by the phone

[Jojox]

Hi Divsec, thanks for your reply, there have been no updates done. I’m just so frustrated as this has happened before and then after a while resolves itself. I still have copper wire not fibre and because TalkTalk want me to move over to fibre I’m wondering if this is something to do with them 🤔

[Divsec]

Hi @Jojox have Apple done any updating of operating system recently?

Worth powering down your tablet and phone then restarting. 

Regardless your post has been escalated and you should hear soon from someone more apple orientated than me.