MY DEVICES in MY CONNECTION

[Soloman13]

Hi there! Can anyone tell me why the devices listed in MY DEVICES  are duplicated over and over.

According to the list I have 20 devices connected to my new sagecom router all working correctly.!!!!!

In fact I only have 11 devices, 2 of which are not on the list.

The other devices are duplicated over and over.

One device appears 4 times and others 2 times. No way for me to amend it and TalkTalk no help.

Any ideas?????

[Michelle-TalkTalk]

Morning,

Hopefully we'll receive an update from the team with an update soon.

Thanks

Michelle

[Soloman13]

Thanks Chris.

I have had the Extender kit for several years and the Booster since loss of service in July 2023. 

Are these duplications going to increase up and up? We are up to 28 now! Where will it end?

[Chris-TalkTalk]

Hi Soloman13,

I passed on the information to the team who look after My Connection and they are looking into it but they've said that it may be difficult to fix the issue unfortunately

Chris

[Soloman13]

Hi Michelle,

The devices that I did not recognise turns out to be our iphones which have spontaneously changed their wifi addresses . My wife,s phone is duplicated 5 times on this useless list. Rebooting the router makes no difference to the list at all.

The list currently stands at devices working as expected 24!!!!!!! Devices with issues 4 (upload speed consumed)

The problem with the line goes back at least 12 months causing hours /days without being able to connect to any websites. we have had to resort many times to our mobile network as this was the only way to connect to the internet.

This problem occurred on my PC which is hard wired into the router and all wifi devices as well. This was the same problem that occurred in JULY 2023 , DECEMBER 2023, March 2024.

Each and every time I was told the line was clear and a new router was despatched. I have had 4 routers in 2023/24.

As a result of my badgering a Openreach Engineer was commissioned AND VOILA! a fault on the exchange was found and fixed.

Since then the connection seems to have stabilised but it has done so before only to return to bite me again. Potentially this fault has been the problem all along. But the line was clear!!

I can send you a list of devices if needed if you cannot access this info from your end.

Soloman13

[Michelle-TalkTalk]

Morning,

What device is showing that shouldn't be? If you reboot the router and re-check, does it still show?

I've re-run the line test now which is clear and I can see 1 re-connection in the last 11 days. Would you say that you connection has been dropping more often than this? Are the devices which are losing the connection connected wirelessly?

Thanks

Michelle

[Soloman13]

Hi Chris, 

Devices working as normal is now 24 and devices with issues is 4.

Many duplications as usual  but the 2 missing devices have showed up BUT there is also devices listed which I do not recognise.

It is either anew wifi address or it is not my device???????

[Soloman13]

Thanks Chris.

The My CONNECTION package is not much use to customers if it produces incomplete and inaccurate information. I appreciate anything that can be done to rectify your system. Please keep in touch. I will post any changes I observe from my end.

The problems with my internet connection is an ongoing problem particularly over the last 12 months. When I report a problem, the solution is a NEW ROUTER. I have had 4 NEW ROUTERS over the last year!!!!!

I am just reporting irregularities that might have a bearing on the problem or not!

Should I open a Post about this issue? as progress through the tech support system is causing me to give up the will to live!!!!!!!!

Soloman13

[Chris-TalkTalk]

Hi Soloman13,

Thanks for the information, I can't see this contributing to the connection problems, I'm sure the two issue are unrelated

Chris

[Soloman13]

Hi Chris,

This query started because I was having problems with my internet connection.

The number of devices at that time was 27 with duplications as many as 5 but all devices were listed.

The router has been replaced and this router is showing 20 devices BUT 2 devices are not showing at all even though they appear to be working fine.

A fault was found at the exchange and the connection appears to be stable for the time being.

This issue is a recent innovation as this problem has only become apparent this year.

I have screenshots of lists of devices from last year and all were recorded singly and completely

I don't know if this issue is contributing to my connection problems but something is not right.

[Chris-TalkTalk]

Hi Soloman13,

Yes thanks. I've received an update about this, it seems that the multiple entries are being caused by having wifi extenders, the records are being checked for both the router and the wifi extenders. They are looking at a way to stop this happening but it may be difficult.

Chris

[Soloman13]

Hi Chris , did you get the private message I sent you with the attached information??????

[Chris-TalkTalk]

OK thanks, I'll let you know when I receive an update

Chris

[Soloman13]

Profile updated

[Chris-TalkTalk]

Sorry but could you 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

Chris

[Chris-TalkTalk]

No problem 

[Soloman13]

Thanks Chris

[Chris-TalkTalk]

OK thanks, Leave it with me, I'll try to find out if there anything that we can do about this and get back to you.

Chris

[Soloman13]

I don't know how I can make it any clearer!

I go to MY ACCOUNT

Then MY CONNECTION

Then MY DEVICES

Multiple devices are listed as working correctly many times

This post is listed as MY DEVICES in MY CONNECTION.

I also do a SPEED TEST, CHECK MY CONNECTION,MY ROUTER etc as offered in this MY CONNECTION package

[Chris-TalkTalk]

OK thanks. Just to confirm, you are seeing this information in the router's UI aren't you, or is it in My Connection in My Account?

Chris

[Soloman13]

Hi , just checked again as info was as of 12.01, multiple devices loaded up immediately on single page as of 12.01 last night. This is with a brand new router with no historical connection to the old one.

The exchange and the line has been sorted by Openreach. A new router has been installed. All new cables connecting PC to router and router to Open reach box. Issue is not my end!