Specific Items Dropping from Wifi and not recovering and need router reset

[Mackam]

Hello,

Wondered if anyone has had a similar problem to what I have been facing for last 4-5 months. I have an issue were certain devices drop from WIFI connection to router and wont reconnect themselves until I reset the router. Two of these are the Nest Thermostat and Eufy Doorbell and Security Camera. 

They work fine and every so often (usually at night oddly) they drop from WIFI connection and only way to recover it is to reset the router. Its always these two devices but sometimes other things two. 

I reset router to factory settings and eventually I was given a new one but that is still doing it as well so I am a bit stuck now. Is there a fault log or something in router that would show why these devices cannot reconnect automatically if they drop off?

[Michelle-TalkTalk]

Hi,

Ok, would you like to go ahead with the engineer?

Thanks

[Mackam]

Ok although mine still shows 6 Mbps (although 6.81) you would know how slow this would take but hasnt moved much. 

[Michelle-TalkTalk]

Morning,

Thanks for the PM. I've re-checked the stats now and it looks like DLM has started to gradually increase the upload speed since yesterday so it looks like it has now started to increase and should hopefully continue over the next few days. Would it be ok to wait until Monday so we can see what the upload speed looks like then now that DLM has started to make changes?

Thanks

[Debbie-TalkTalk]

Hi Mackam

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

Thanks

Debbie

[Mackam]

Please do whatever is needed to return the upload speed to 16 Mbps minimum

[Debbie-TalkTalk]

Hi Mackam

Ok, this is not the new firmware version. Would you like me to arrange an Openreach engineer visit?

Debbie

[Mackam]

SG4K100136

[Debbie-TalkTalk]

Hi Mackam

Which version of firmware is showing on the new router?

[Mackam]

Hello got new router and put it in but upload speed is still at 6Mbps

[Debbie-TalkTalk]

Hi Mackam

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Thanks

Debbie

[Mackam]

Yes please

[Debbie-TalkTalk]

Hi Mackam

Ok, would you like me to send this today?

[Mackam]

If a new router wont have the new firmware on it then least this would prove if its that or not as long as it doesnt auto update it. 

[Debbie-TalkTalk]

Hi Mackam

Yes this is the latest update. If I send a new router out then this wont have the new firmware on. I've not seen any other customers reporting a drop in upload speed following the FW update.

Alternatively I can raise this to Openreach and arrange an Openreach engineer visit but I can't guarantee if the upload speed will increase.

Thanks

[Mackam]

Yes I believe its reference is "SG4K100158"

[Debbie-TalkTalk]

Hi Mackam

Do both routers have the same FW version?

[Mackam]

Next week? You said 48 hours, I have two routers here already and both are the same so dont think that is worth it unless it is on older firmware. Both routers here had a higher upload speed prior to the firmware update now both are showing 5 or 6 Mbps upload speed. 

[Debbie-TalkTalk]

Hi Mackam

If the speed doesn't start to increase by next week then I can send a replacement router again to see if this helps with the upload speed (this would help rule out any potential issues with the FW update)

[Mackam]

Yes we havent touched it. 

[Debbie-TalkTalk]

Hi Mackam

I've checked the connection stats again and the upload sync speed is 7.2mb.

Just to confirm, has the router been left switched on?