For queries about your TalkTalk broadband service.
on 04-10-2022 12:55 PM
Hi all
I recontracted last week ever somce my internet is disconnecting and running slow all the time. It was fine previously and i was getting 60+ mbps but now nothing like that and drop outs all the time.
Is this supposed to happen after recontracting?
Thank you
on 11-10-2022 07:59 AM
Hi,
Ah I'm glad to hear that and hopefully Arne will be able to get to the bottom of this for you.
Thanks 🙂
on 11-10-2022 07:57 AM
Morning Michelle,
Thanks for the information, i think i just have to wait a bit longer and he will chase up for me.
Thank you for checking in on me, this community is a big reason why i recontracted to you 🤗. Have a nice day and also thanks to everyone involved.
on 11-10-2022 07:55 AM
I'll move your other topic, @phils5887, to the billing section. It'll be easier for staff to keep track of it, but we'll probably need to re-escalate it at the end of the month.
Arne-talktalk has already replied on there.
on 11-10-2022 07:51 AM
Morning,
Thanks for the update. In regard to the voucher, if you've created a separate topic in the My Account and Billing section then our Billing expert Arne will be able to look into this further for you.
Thanks 🙂
on 11-10-2022 07:49 AM
Hi All
Thanks for getting back to me. I really appreciate it.
I haven't had an issue in recent days and great speeds using 5Hz on the firestick so i am happy. I still haven't receieved the voucher i was promised when recontracting but i presume in too eager? I made another post about this.
Thank you to all involved
on 11-10-2022 07:37 AM
Hi,
How are you getting on?
Thanks
on 06-10-2022 10:41 AM
Does your analyser have a Signal Strength/Time graph, that would be useful to see this for each of your two SSIDs next time? Other than that, there is not much I can comment on until I know about the HP Direct SSID & you have been able to experiment with the router location.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
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on 06-10-2022 08:24 AM
Hi @phils5887
I'll have a look at the screenshots this afternoon. The reason to move to channel 11 is that you share channel 1 with an HP Direct SSID that is of a very similar signal strength. You need a minimum of 20dB separation between two signals on the same channel.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
on 05-10-2022 10:46 PM
Pdf attached
on 05-10-2022 07:28 PM
Hi Keith
Lots of information there for me to take in. It's been great since i had this router in 2020. The reason for replacement was because it was acting weird and this replacement sorted it.
The router is pretty close to it just through one wall. The signal strength as you mention has dropped significantly, back in the summer i could use the firestick in the garden not so now. What would cause this to change?
So far today though i havn't had a drop out. Currently using the 5hz connection seems faster to me?
I will try to send a file across with more details on.
Whats wrong with channel 1? For the 2.4hz ? There are other networks on 11?
Kind regards
on 05-10-2022 03:34 PM
HI @phils5887
Next time you send screenshots from your analyser, please can you include the AP view as well as the signal strength/time graph? Thanks very much.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
on 05-10-2022 03:14 PM
Thanks, @phils5887 for them. You could try moving the router to channel 11 in the 2.4GHz band. Do you have an HP printer also on channel 1, if so it would be very beneficial to disable Wi-Fi direct on that & connect it to the router & print through that.
Your signal strength is rather low, so I suspect this might be an issue with the location of the router or firestick.
This is the best router location, but obviously, this is not always practical & a compromise has to be reached.
The general rule is to keep it away from:-
As a very general rule, the signal travels best on the same floor as the router and to the floor below. It does not always propagate very well to a floor above the router. However, with more modern routers, if they have a higher specification, they may be able to get the signal upstairs OK, but your ability to receive it also depends on your device's network adapter being of a higher specification, as well as its age.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
on 05-10-2022 01:45 PM
Hi all,
Its only my phone and the 4k stick which is 6 months old that get used via WiFi
Keith i have taken some screen shots. I also have forced the firestick onto 5hz and its the same one minute its ok next the speed just drops out. It will come back sporadically though.
I will try to add files but it keeps saying wrong format.
The analyser was done about a metre from the stick.
Thank you all
on 05-10-2022 09:45 AM
on 05-10-2022 09:45 AM
Did you run the analyser near the firestick? If you want to include the screenshots from it I'll see what I can find. Which band is the firestick trying to use?
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
on 05-10-2022 08:31 AM
Hi phils5887
Are any other wireless devices dropping speed?
on 05-10-2022 08:27 AM
Hi
I have manually selected the channels which are the best as suggested on wifi analyzer.
Interestingly speeds are great on my phone using 5hz or 2
4hz now however my firestick 4k version seems to be all over the place as it was before. I presume this must be a fault with the firestick then?
I am getting nearly 60mbps on my phone and but regularly the amazon stick keeps dropping to very low speeds.
Thanks everyone for the help.
on 05-10-2022 07:38 AM
Hi phils5887
The WIFI optimisation has been switched off, please let us know how the connection compares.
Thanks
on 05-10-2022 07:15 AM
Morning, yes please
This just means the channel the router picks, correct?
I did analyse my local wifi and selected recommended channels but it reverts back to channel 1 for 2.4hz and 36 for 5hz.
Kind regards
on 05-10-2022 06:55 AM
Morning,
Just to confirm, would you like us to switch off the wifi optimisation?
Thanks