WiFi router on but internet keeps cutting out

[jenny340]

NO INTERNET........This has been going on intermittently for weeks lately, random times of the day or evening and it's driving me mad. I'm online (this evening banking)  and I get these messages then a few minutes later the page loads again and I have to log back in. The router light is static white but I unplug it for a while then reconnect but this doesn't solve the issue.

Any advice please? Last time I had this same problem I was told it could be because I'm quite a way from the exchange but was sent the latest router which did stop it at that time.

Thank you

This site can’t be reached

identity.tescobank.com’s DNS address could not be found. Diagnosing the problem.

• Try running Windows Network Diagnostics.

DNS_PROBE_STARTED

[Karl-TalkTalk]

 Hi

Auth should manage the channels if it detects interferance,

Would you like to try a different model router to see if this also helps.

Thanks  

Karl.

[jenny340]

I was on originally AUTO when the disconnections were happening nearly every day and I first posted for advice,  I was told to try different channels as my neighbours signals could be affecting mine.  So how will going back to auto help please?

[Karl-TalkTalk]

Hi

I would put the wifi channel settings back to auto and see if that helps.

Thanks  

Karl.

[jenny340]

I have found an app which works... WiFi analyser. I notice  8-9 other signals that must be on auto as they move between 1,6 & 11. I have now tried channels 3,4,8,13 but it's still happening I can tell by my *smart meter,* which uses WiFi,  when it loses signal it disconnects it doesn't re- connect automatically and I notice it several times a day 

Any other suggestions? I notice on the app that all the signals overlap each other I'm on channel 3 at the moment but should I go back to auto ? 

Thank you 

[Debbie-TalkTalk]

Hi jenny340

Please let us know you get on, after changing the wireless channels.

Thanks

Debbie

[Skynet_TX]

If you can't get an App to work to show you the best channel to use then it would just be trial and error to try the different channels. 1, 6 & 11 are best to try first, but those are also the channels that are most likely to be in use by your neighbours, so if those channels don't help then try the others.

[jenny340]

Thank you I will start with number 1 and see how it goes next time I go online. Shall I try ALL the numbers or just the recommended 1, 6 or 11? I'm not online all day & the disconnection is very random  so I won't be able to let you know if it makes a difference immediately

Many thanks for your help so far.

[Skynet_TX]

That is fine, you can try setting it to 1 (or any of the channels), this will at least let you see if it makes any difference. The router gives you that message because if you leave it set to 'Auto' then the router will try to choose the best channel by itself, however if the router is not making a good decision, and is choosing a channel that is not working well, then you would be better off choosing a channel manually yourself. You can always come back and set it to 'Auto' afterwards if this troubleshooting does not make any difference.

[jenny340]

I followed instructions to do this when I get to number 7select 2.4GHz Advanced Network and select channel number (it advises 1, 6 or 11 so I chose number 1)  a red message comes up saying "You are advised to set the channel to Automatic"

what do I do ?

Thank you

[Michelle-TalkTalk]

Morning,

Just to confirm, have you tried a few different wireless channels to see how the connection compares?

Thanks

[jenny340]

I've opened the wifi analyzer app on my smartphone  but there's nothing registering on it

[Skynet_TX]

Ok, if you only see this issue on wireless devices then it may be that you are suffering from Wi-Fi interference, for example your neighbours may have wireless routers that are broadcasting on the same, or similar, channels to yours.

You could try changing the channels that your router broadcasts the Wi-Fi signal on, you can use free smartphone Apps like this to see what channels are being used within range of your smartphone, you can then change your router to use channels that are less congested.

[jenny340]

I have a fairly new Huawei router.

I have a PC wired to the router and no I come to think about it I don't recall that ever losing connection whilst I'm using it whereas

 I have  a wireless Google home hub  and I've definitely noticed that is affected.

[Skynet_TX]

Hi @jenny340,

What model of router do you have, the Huawei or the Sagemcom ?

Do you have any devices connected to the router 'wired', if so do they also have the same problem ?

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow.