Ongoing issues with iPhones dropping wifi connection

[vix62]

The problem started at the beginning of this year, we have two iPhones in the household (both fully updated to the latest iOS) and they seemingly randomly get kicked off the wifi connection sporadically throughout the day. Sometimes one will be on and the other off, sometimes both lose the connection. Switching the phone wifi on and then off again reestablishes the connection temporarily each time. It is a bit of a bigger issue for us as we live in an area with poor mobile signal and rely on the wifi for making calls etc.

I've contacted TalkTalk multiple times now and each time I'm led through a series of steps with the router (Sagemcom-FAST5364) that I am assured will fix the issue. Each time it hasn't worked. I've now lost hours and hours to this issue and still have no idea how to solve it. There's only two of us in the household and not too many devices connected at any one time. The router is fully updated and has been factory reset (many times now). It is getting very dull going through the same questions and procedures each time I contact TalkTalk for help only to not have the problem solved. 

[Mandisa-TT]

I understand, I will be able to run checks on your line, are you at home to proceed?

[vix62]

The consoles and tv are on a wired connection.

Sorry if I seem a little frustrated. The issue seemed to be resolved in January and only began again after the factory reset on the router. I don't mean to be short with you, I've just gone through this process many times in the last few weeks. 

Using the iPhones next to the router does nothing when they've been kicked off the connection. 

[sabelo-TT]

I do understand about this matter however, kindly note that checking on your line on my end, I can confirm that everything is working in order with your connection. In addition, I can send you a WiFi guide on how to optimise your WiFi setup; this includes other options you can look at to improve the WiFi in your home.

I can also recommend that you use Ethernet cables to establish wired connections to your devices and TalkTalk router where possible, improving the connection for these devices and reducing the load on your WiFi network.

Devices that benefit most from wired connections include Consoles, Smart TVs or Desktop computers as these rarely move so have the most to gain from a Wired connection as they consume most data or require the fastest speeds available.

Another option, if it's convenient, is to try and use problem devices closer to the router.

How would you like to proceed?

[vix62]

Our house is tiny. Devices on the upper floor, the furthest from the router, work perfectly fine and have an excellent signal. The iPhones both have a strong signal in every room of the house. When they are dropped from the wifi it isn't a drop in signal quality, it is an absolute dropped connection that does not reconnect until the phone wifi is switched off and then on again. It only happens to the two iPhones.

We do not need to increase the range of our wifi unless we want to start offering the neighbours a free wifi connection. 

[sabelo-TT]

I understand. Just to let you know, we can also offer you a Wi-Fi Booster for £60 .

A Wi-Fi Booster is a device that increases the range of a home's Wi-Fi signal.

It does this by receiving the existing Wi-Fi signal, amplifying it, and then retransmitting it, so can be used to give better Wi-Fi connectivity in places where the signal from the Wi-Fi Hub is weak.

Alternatively, if you do decide you want to sign up to Total Home Wi-Fi, you will receive one additional Wi-Fi booster automatically, as well as guarenteed coverage around your entire home.

How would you like to proceed?

[vix62]

No, I don't want that thanks. 

[sabelo-TT]

Based on the problem you've reported and our checks it's clear you have a WiFi coverage problem affecting parts of your home or some of your devices.

Setting up a WiFi Mesh network is the best way to improve coverage in your home by providing more points where WiFi devices can connect seamlessly - ensuring the best performance and stability throughout your home.

We can provide the equipment to do this for a monthly fee as part of our Total Home WiFi service.

We'll also provide advice and support to ensure you get the best coverage possible.

How would you like to proceed?

[vix62]

The connection drop can happen when we're sat right next to the router. Devices further away from the router work perfectly fine. It is just the two iPhones. It isn't a coverage issue, we have ruled that out.

The router is facing outwards and clear of any obstructions. 

[sabelo-TT]

Thank you for this. Based on what you've told me it seems you may have an issue with WiFi coverage in part of your home. Your WiFi signal can be affected by obstructions - like walls and furniture - between your devices and the router, as well as interference from other electrical devices. The distance from the router will also affect it. You can help minimise the effect of these by ensuring the best possible router location. 

If I may kindly ask, Is the router located close (within 1 metre) of any large electrical appliances - such as a TV or set top box? Also, Is the router clear of obstructions and facing outwards into the room it's located in and not placed inside a cupboard or other concealed location?

[vix62]

I'm currently using my desktop computer. I have my phone with me and there's a smart speaker in use. Three of the other devices are kindles. I guess also the tv and games consoles (all currently not on).

[sabelo-TT]

Upon checking, I notice you have about 10 devices currently connected to your router at the moment. Wired and wireless. Correct?

[vix62]

Yes, it is.

[sabelo-TT]

Thank you for this. If I may kindly ask, is the affected device currently connected to your TalkTalk broadband services?

[vix62]

I've cleared it on my iPhone but my partner is currently not at the house so I cannot clear his. 

No, we don't have any active monitoring dependant on the broadband or phone line.

[sabelo-TT]

I understand. Can you go about clearing your browser history for me on the affected device. Also, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line? For example a care alarm, lifeline, health pendant or fall detector.

[vix62]

No, both devices are iPhone 14s and have not had the browser history cleared. 

[sabelo-TT]

Thank you for this. Just to double check, have you cleared the browser history on the device currently affected by drops in connection?

[vix62]

Yes I am.

[sabelo-TT]

Could you confirm if you are currently at home where broadband services are installed?

[vix62]

Okay, sure. What do you need me to do?