WiFi drops intermittently - No line issue -New router needed

[broadbanduser1234]

Hello,

My WiFi keeps dropping intermittently. I have the FAST5364 3.00 router and I would like the latest version of router to replace this as I think it's faulty. They have tested the line and this is okay.

The WiFi works however just randomly drops out. It's not a distance issue as computer/phone is usually within 2-3 metres of the router. I have tried resetting the rotuer and the problem still persists.

I think the router is faulty and would like a replacement.

Many thanks

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this and thanks for letting us know 🙂

Michelle

[broadbanduser1234]

The router arrived today and I tested it and everything is working great.

Thank you

[Debbie-TalkTalk]

Hi @broadbanduser1234 

I'm sorry to hear this.

I've ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[broadbanduser1234]

Ok, thank you for your help

[KeithFrench]

The test socket is the demarcation point between what TalkTalk is responsible for & what you are responsible for. OK, I have asked one of TalkTalk's support to pick your thread up and investigate it for you. If they think the router is faulty, they will replace it with another 5364.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

[broadbanduser1234]

The light is turned off in the UI. They tested the line and said there's no problem with the line. I'm not sure what you mean by moving the router to the test socket but I don't think it's a line issue. The phone works fine there is no noise.

[KeithFrench]

The Sagemcom 5364 router does have a light on it, at the bottom in the middle. It is normally white or blueish (open to interpretation, but I think it is white). The light may have been turned off in the router's UI. 

OK, in that case, this is not a WiFi issue at all due to the problem also affecting an Ethernet connection. However, not knowing what package you are on, presumably Fibre To The Cabinet or the old ADSL standard broadband, it could be a line issue causing this. Please can you move the router temporarily to the test socket behind the master socket's removable faceplate (if you have that design) via a new microfilter? Is there any noise on your landline phone, that might indicate a line problem? This needs to be done before the router is replaced.

[broadbanduser1234]

When this happens, what are the lights showing on the front of the router?

There are no lights on the router it just stops working.

Do you have any wired connections & if so, how do they perform?

Interesting you ask this, I have one wired connection and this also stops workings. It's connected to the router via ethernet and this also freezes/stops working.

[KeithFrench]

This is still the current router. Whilst the router might be faulty, the problem is far more likely to be caused by WiFi interference.

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?

In other words, I try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you 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 @Debbie-TalkTalk or@Michelle-TalkTalk.

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 with 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.