WiFi regularly dropping, suspect the Router

[Lasertek]

Hi been with TalkTalk what seems forever (15-20 years?) and this is my second replacement Fast router that was about 3 years ago and has been faultless since then until now.

Over the past week I have monitored the router and randomly the WiFi drops out as my Google speaker doesn't respond and our household phones revert to data. A router reboot solves the problem but eventually it happens again.

My system tests ok and nothing is new at my end. I'm sure it's the router starting to fail, it's the TalkTalk WiFi Hub, version SG4K100208. Can you please check and send a replacement router so I can try. Many thanks.

[nambuso-TT]

Hi there @Lasertek. I can see that you got in contact with the chat department yesterday and a replacement router was sent out to you, and it should be delivered in the next 2-3 working days. 

[Gliwmaeden2]

@Lasertek, check for a number near your avatar, top right of the page. You'll see a message envelope to click on where you can access  and reply to PMs.

[nambuso-TT]

The above private message with the complaint link. 

[Lasertek]

What private messages?

So you personally are not willing to replace this potentially faulty router?

[amahle-TT]

Please do reach out to your private messages to know more about our complaint process.

[Lasertek]

I do have devices connected via ethernet including my TV

I'm a fully trained IT consultant and know how to diagnose issues and set up routers via it's interface.

I can assure you that this router, location of all of my equipment around my medium sized home has works flawlessly for 3 years since this router was delivered and installed.

This device is now failing and how can I express my dissatisfaction that you haven't even recommended replacing this Router even to try and eliminate this issue but only wanting to upsell a WiFi distance solution which I do not have? Devices only meters away aren't connecting to the router as the 2G band has failed for what ever reason. If you can't resolve this issue then please pass this case to a more senior advisor.

[amahle-TT]

I understand your frustrations, and we are sorry for this inconvenience the checks we are running are prompting these options as a resolution for the issue you are experiencing.

I can send you a WiFi guide on how to optimise your WiFi setup; this includes other options you can look at to improve the WiFi in your home.

I can also recommend that you use Ethernet cables to establish wired connections to your devices and TalkTalk router where possible, improving the connection for these devices and reducing the load on your WiFi network.

Devices that benefit most from wired connections include Consoles, Smart TVs or Desktop computers as these rarely move so have the most to gain from a Wired connection as they consume most data or require the fastest speeds available.

Another option, if it's convenient, is to try and use problem devices closer to the router.

How would you like to proceed?

[Lasertek]

I'm sorry but that is just a sales pitch to upsell. I DO NOT need a mesh system. I have used TalkTalk equipment for nearly 20 years and always in the same location and only twice had WiFi router issues, 3 years ago when you sent a new router and it resolved the issue and now this past week where this router is also failing by randomly not transmitting the 2G band. It's working now but eventually the Router will eventually fail. Do you expect me to constantly reboot the router where I've never had to do this previously.

[amahle-TT]

Based on the problem you've reported and our checks it's clear you have a WiFi coverage problem affecting parts of your home or some of your devices.

Setting up a WiFi Mesh network is the best way to improve coverage in your home by providing more points where WiFi devices can connect seamlessly - ensuring the best performance and stability throughout your home.

We can provide the equipment to do this for a monthly fee as part of our Total Home WiFi service.

We'll also provide advice and support to ensure you get the best coverage possible.

How would you like to proceed?

[Lasertek]

I have made these changes.

[amahle-TT]

As you did mention above that your WiFi Hub located close (within 1 metre) of a large electrical appliance, you'll need to move the WiFi Hub to ensure it provides the best possible coverage in your home by doing the following:

• Move the router away from any obstructions or move obstructions away from the WiFi Hub so they don't block the signal.
• Ensure the router is not on the floor or a low shelf.
• Move the WiFi Hub away from other electrical equipment or move the other equipment.
• To check whether you have a coverage issue perform device testing with devices in the same room as the WiFi Hub, to ensure walls are not blocking the WiFi signal when testing and then move to locations you have problems to see if changes to your setup improve the signal.

Can you confirm once you've made these changes?

[Lasertek]

yes

[amahle-TT]

Thank you, is the WiFi Hub clear places so its signal is not obstructed?  (yes/no)

To confirm, check that the router:

• faces outwards into the room it's located in
• is not placed inside a cupboard or other concealed location
• is not on the floor or a low shelf

[Lasertek]

Yes

[amahle-TT]

Is the WiFi Hub located close (within 1 metre) of any large electrical appliances?

Please do reply using a yes or a No, thanks.

[Lasertek]

I've been with TalkTalk for nearly 20 years and my equipment has been in the same location and my WiFi coverage has been excellent for at least 6 years since the new faster routers were supplied. This router has been perfect for 3 years since this replaced a previous failing router. I'll do your tests to satisfy your process.

[amahle-TT]

Is the WiFi Hub located close (within 1 metre) of any large electrical appliances?

Examples of appliances that may cause issues:

• TV
• Set Top Box
• Washing machine, drier and other large appliances
• Microwave

[amahle-TT]

Based on what you've told me it seems you may have an issue with WiFi coverage in part of your home.

Your WiFi signal can be affected by obstructions - like thick walls and furniture - between your devices and the WiFi Hub, as well as interference from other electrical devices. The distance from the WiFi Hub will also affect it.

You can help minimise the effect of these by ensuring the best possible location of your WiFi Hub equipment.

I can check this with you now.

[Lasertek]

My Android mobile phone which is fully up to date and two other phones in my home and all 2G connected devices then are off line until a router reboot.

As I have mentioned several times the Router 2G WiFi just drops from the connected available WiFi list.

[amahle-TT]

Thank you for confirming @Lasertek, I'll need you to perform some checks. Can you tell me what type of device you are using when you experience problems?

If the problem you're experiencing is affecting more than one device, what's the main device you can use for testing with me now?