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Wifi Dropping out

rikrak
Chatterbox
Message 9 of 9

Hi

I have a HG635 (software version: v1.14t, hardware version:G.1.01)router and recently I've noticed that the Wifi seems to just stop working.  For example my mobile phone (and the phones of others in the house) will switch to using mobile data from time to time and I have to reboot the router to restart the wifi service.  On other occasions my phone will connect to the wifi, but will not authenticate.  I also suffer from being able to connect to the wifi but having no internet.

 

These issues are intermittent and I can't spot any patterns in terms of time of day or heavy usage.

 

The wired connection to the router appears to work fine.

 

Is there anything I can do to diagnose/fix this?

 

Regards,

Rik

Regards,
Rik
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8 REPLIES 8

Message 1 of 9

Morning,

 

I'm really glad to hear this and thanks for the update 🙂

 

Thanks

 

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Message 2 of 9

I've had the new router installed for a few weeks now, and I can definitely say that it has made a difference 🙂

Thanks for your help

Regards,
Rik

Debbie-TalkTalk
Support Team
Message 3 of 9

Hi rikrak

 

I have ordered a replacement router for testing, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks @KeithFrench

 

Debbie

KeithFrench
Community Star
Message 4 of 9

The customer has provided me with lots of screenshots & I can see breaks in the WiFi signal, but nothing to really point to WiFi interference. However, the signal strength in the 2.4GHz band is very low. The router's location is quite reasonable, so that isn't the issue.

 

TalkTalk, please can you consider sending out a replacement router to see if that solves the problem?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 5 of 9

Hi Keith

 

I've just tried to send you some screenshots via PM, but there seems to be a limit to the number of messages I can send!  I'll try again in a bit

rikrak_0-1634902625094.png

 

Regards,
Rik
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KeithFrench
Community Star
Message 6 of 9

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots that I have requested in my guide (no photos please they can be difficult to read as text can get out of focus when zoomed), from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large. If they are too small, I will not be able to read them & although I can enlarge them, this just puts the text out of focus. If you prefer PM them to me. If you do PM me, then please add a link in there to this thread, so as I can find it easily.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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rikrak
Chatterbox
Message 7 of 9

Hi Keith,

That would be useful - could you send me the guide?

 

Rik

Regards,
Rik
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KeithFrench
Community Star
Message 8 of 9

Slow speed, intermittent dropouts, breaks in the signal, or no signal on some or all devices, 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.

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.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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