TalkTalk WiFi Hub keeps losing WiFi Connection

[jtunnard]

Hi, I have a TalkTalk Wi-Fi Hub version SG4K100130 which over the last 2 weeks seems to lose its wifi connection to some devices overnight. Basically, in the morning most of my devices have no internet connection. When the WiFi hub is rebooted the connection is restored. I have monitored this with a wifi analyser and it appears that the 2.4GHz channel is at fault as in the morning this channel is missing. There does not appear to be any problem with the 5Ghz channel. How can I resolve this problem so that the router does not need rebooting every morning?

[Debbie-TalkTalk]

Hi Jeremy

Thanks for your reply.

If you do experience any further issues then please let us know.

Debbie

[jtunnard]

Hi Debbie,

I have tried the new router but it does not seem to provide as good wifi coverage through my house as my previous router. i have reverted to my previous router which now seems to be functioning correctly and not loosing the 2.4Ghz signal. in addition, Openreach have upgraded me to full fibre this week and that seems to have improved the stability. I'll return the new router to you.

Thanks for your help.

Jeremy

[Debbie-TalkTalk]

Hi Jeremy

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

Let us know how the connection compares with this router.

Thanks

Debbie

[jtunnard]

Hi Michelle,

I thought that the firmware update had fixed my problem but it has reoccurred today. Please could you send out a replacement router for testing with a router returns bag so I can see if it is router related.

Many thanks

Jeremy

[Michelle-TalkTalk]

Hello,

Yes, no problem. Please let us know how you get on 🙂

Thanks

[jtunnard]

Hello Michelle,

I had an update to the wifi hub firmware yesterday which might have fixed the problem. Can I let you know tomorrow when I will have had more of a chance to see if my router fault has reappeared.

[Michelle-TalkTalk]

Morning,

Would you like us to send a replacement router for testing purposes? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[KeithFrench]

Fair enough, I haven't seen the analyser output. I will ask TalkTalk support on this forum to consider offering you a replacement router. You will not need to do anything now, until they contact you on here, hopefully, tomorrow. 

[jtunnard]

It is definitely the router that stops transmitting. With a wifi analyser next to the router there is no 2.4GHz channel showing. There is also very little interference around the channel (11). I'm going to give TalkTalk one last chance on Tuesday when hopefully I can contact them with the router not transmitting on 2.4GHz so their diagnostics might pick something up. Failing that I'll get them to turn off wifi optimization and get back to you.

[KeithFrench]

The router is most likely still transmitting it, but if the interference is bad, then yes, your device might lose all signal on that band.

[jtunnard]

Keith I appreciate that but I was asking if it is technically possible that interference on a channel results in the WiFi hub not transmitting on the 2.4Ghz band entirely.

[KeithFrench]

I have told you how to get WiFi optimisation disabled first, please do this, otherwise, any suggestions I make will soon be overwritten by this feature.

[jtunnard]

Just spent 2 hours chatting with Talktalk to absolutely no avail as they will basically not believe that I have a problem.  One thing I keep trying to get cleared up is whether interference on a wifi channel can stop the wifi hub from transmitting on the 2.4Ghz band entirely? When I say transmitting entirely I mean no 2.4GHz transmission at all until the router is rebooted. Any thoughts?

[KeithFrench]

From my first reply:-

Only TalkTalk can do this for you, you cannot do it yourself. If not, just request they disable this for you in your reply.

[jtunnard]

How do I disable wifi optimisation?

[KeithFrench]

Before doing that, is WiFi optimisation disabled on your Sagemcom? There is no point in moving forward with this until then.

[jtunnard]

Hi Keith, thank you for the reply. Please could you send me the guide

[KeithFrench]

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a by-product of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

Have you had TalkTalk’s Wi-Fi optimisation disabled on your Sagemcom FAST5364 router? When this is enabled, as it is by default, it has the power to override any Wi-Fi configuration changes that I might suggest that you need to make. This will not help rectify this type of problem if Wi-Fi Optimisation is allowed to change my suggested settings. Only TalkTalk can do this for you, you cannot do it yourself. If not, just request they disable this for you in your reply.


The next stage involves sending out a guide to you to help you get me some important diagnostic results, so as I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.