WiFi dropping out

[Queenpeggy]

Hi Forum, my WiFi drops constantly and I mean constantly. I haven't added any new equipment or removed any. I haven't moved the router or put anything near it. All cables have been checked and double checked. If I'm on a WhatsApp call, despite me not changing positions, I will hear a beep and the other person gets a message "connection disconnected" or similar. My Google hub is constantly saying "ummm, something is wrong I can't connect to the internet.." because it's lost connection. This month I've used 90% of my mobile data and dare not switch it on as I'm keeping it for emergencies in case I can't call for help because of the wifi. What are my alternatives please. Thank you.

[Philile-TT]

Hi there @Queenpeggy thank you for the update. @KeithFrench You're appreciated. 

[KeithFrench]

Hi @Queenpeggy 

You're very welcome.

[Queenpeggy]

Update: I would like to thank everyone for the advice and help  and I got a replacement hub. I have been using it for nearly 1 month and I've had no signal drop outs.  Thank you all. 

[mandisa1-TT]

You are most welcome:)

[Queenpeggy]

Thank you.

[mandisa1-TT]

Thank you so much for confirming your address, i have ordered a free replacement router. You should receive it within 2 -3 working days.

[Queenpeggy]

Sorry for late reply but I've had to switch on my data to send this. Apologies but from my chair the stable light looks a faint green but on close up it is a dim bluey white. I have been troubleshooting this problem with talktalk for over a year. Thank you. 

[Philile-TT]

@KeithFrench Yes, the intermittent could be caused by the router. I will order the router straight away and the customer can advise us after they have received the new equipment is the fault is still present. @Queenpeggy please send me a private message with your address for delivery purposes. 

[KeithFrench]

Hi @Queenpeggy 

The fact that it goes orange at all tends to make me think there is a line problem, but your hub is possibly faulty, with the light getting dimmer. Are you sure that when everything is OK, the light is solid green, as it should be white? Perhaps with it being dim, it might be easy to mistake the colour. I will ask TalkTalk to test the line for an intermittent fault & replace the hub. There would be no charge for the hub, but it is up to TalkTalk to decide if the hub is faulty or not.

Hi @Philile-TT 

Please could you test the line for an intermittent fault? By the very nature of that, you might only detect the fault if it were down when doing your tests. The light on the hub has been very dim for some time & may even be the wrong colour, so perhaps it might be worth replacing that as well. Perhaps it is the cause of what appears to be an intermittent line fault?

[Queenpeggy]

It flashes a very dim orange. Then gradually stabilises to a dim green. The colours have got dimmer over the years.

[Philile-TT]

@KeithFrench thank you for jumping in to assist, you can mention me if there is a need for diagnostics on the line or if there is a need to order new equipment. 

[KeithFrench]

Hi @Queenpeggy 

Yes it does sound like the hub might be faulty, but first off, when it goes down, what is the state of the light on the front of it, is it still solid white or flashing orange?

[Queenpeggy]

Thank you for the detailed reply. I am on Fibre 35 Plus TV.  I have the Talktalk WiFi Hub (grey mesh front). Now I'm not sure it's only WiFi problems as my CCTV recorder is connected directly to the Hub via ethernet. I know when it loses connection as it starts beeping. My Google hub and mobile phone uses WiFi. The TV box was recently added but that replaced a DN recorder. Nothing else has changed or been moved since 2018. I cannot get full fibre as someone from Talktalk  came to look and said it wouldn't work due to socket location, etc.  Could the Hub be at fault? Is there a recommended one I can buy? Please send me your troubleshooting information. Thank you. 

[Queenpeggy]

Thank you. I have checked everything. Been through support many times but never resolved. 

[KeithFrench]

Hi @Queenpeggy 

@ferguson has asked me to help you. What make/model of router do you have & what package are you on? If it is fibre 65, is that over fibre to the cabinet and copper wires or Full Fibre to your house?

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 byproduct of the popularity of Wi-Fi.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

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

In other words, I offer a free, impartial analysis of your Wi-Fi network and will try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to help you get me some important diagnostic results so that 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.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[ferguson]

Have you checked for any underlying issues with your broadband connection? For example does this affect any wired devices, or have you noticed any problems with your voice service such as noise on the line?

Subject to that, we are fortunate to have an expert on the subject of WiFi in our ranks.  @KeithFrench, could you help here, please?