internet dropping out

[nikola77]

Hi there 

Recently I sing up with TalkTalk. For the first 2 months I haven’t got any problem with my broadband. However last week my WiFi keeps dropping out randomly during the day. I can’t even connect my phone to WiFi there no connection most of the time. I’ve spend hours over the chat. TalkTalk send me new router and ensure that now everything will work perfectly fine. Because the old router seems to be the faulty. I’ve connected my new router and WiFi its still dropping out. It’s start to be very annoying. I’m paying for my fibre 65 and TV hub that I can not use! I really want to book and engineer to come have a look at this but don’t know if there is any other form of contact then a chat

[KeithFrench]

Hi @nikola77 

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

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.

[nikola77]

Hi @KeithFrench 

I did perform reset of my router but connection it’s still dropping out. 

[KeithFrench]

Thanks for that information @nikola77. One way to perform a factory reset is to log into the router & go to:-

Dashboard > See internet settings > Manage advanced settings > TalkTalk Wi-Fi Hub > Maintenance > Resets

Then click the Factory Reset button.

[nikola77]

Hi @KeithFrench 

I just checked and the first router I had was Sagemcom FAST5364 and they send me Sagemcom FAST5464. How to perform facotry reset? When I spoke over the chat before they send me new router they did factory reset, and that didn’t help. When I try to do reset my router it don’t let me don’t flash or anything. 

[KeithFrench]

Hi @nikola77 

Which router do you have? From an earlier description of it having one white light, this narrows it down to one of three:-

1. Sagemcom FAST5364
2. Sagemcom FAST5464
3. Huawei DG8041W

You can tell by pulling out the "pull-up" panel on the top of the router & behind that is a label on the router itself, that contains this information.

If you have the Huawei, then this needs replacing anyway.

There is a bug in the firmware that affects either of the two Sagemcom routers. If you disable either WiFi band, it will not normally come back OK when re-enabled (despite the UI showing it as enabled again). The only workaround until this is fixed is to do a factory reset of the router.

[nikola77]

Hi @KeithFrench 

Yes I tried to switch between them switch off one band and leave another one on. However looks like when I leave 5GHz on I couldn’t connect at all to that band. 

[KeithFrench]

Hi @nikola77 

You say that you have tried switching between the 2.4 & 5GHz bands, did you disable one of the WiFi bands within the router?

[Chris-TalkTalk]

Thanks, we are looking into this, we'll let you know when we have an update

Chris

[nikola77]

Hi Chris

The  light stay steady white. 

[Chris-TalkTalk]

Hi nikola7,

When the connection drops does the router light stay white or does it change to orange?

Chris

[nikola77]

I did it like you said and connection last for 2 hours straight without fail. However after 2 hours connection dropped and had to turn off router from the plug. the button on the back of the router seems dont work. will wait till tomorrow see what support team will says

[ferguson]

OK, if you gently press the two clips on the side of the faceplate it will come off and you will see the test socket behind that. Connect to that and leave it there until you hear again from the support team tomorrow. 

[nikola77]

Hi there 

I tried to switch between 2.4GHz and 5GHz and that didn’t help me either. 

[nikola77]

Here’s a picture of my socket. I come back home and I had connection for like 50mins and then dropped down.

 

[Debbie-TalkTalk]

Thanks @KeithFrench 

[Debbie-TalkTalk]

Hi @nikola77 

Thank you. I can then check if your master socket has a test socket. It's always worth testing the router at the test socket to rule out any internal wiring or faceplates faults before progressing to an engineer visit.

Debbie

[KeithFrench]

Hi @nikola77 

@ferguson suggested that I may be able to help you, as this could all be caused by WiFi interference. If @Debbie-TalkTalk is unable to resolve this, then I will be happy to help you all I can.

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.

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

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.

[nikola77]

I am at work right now but as soon I finshed will pop picture here. Won’t be till late afternoon I am afraid @Debbie-TalkTalk 

[Debbie-TalkTalk]

Hi @nikola77 

Would it be possible to post a photo of the socket and how your router is connected on this thread please?

[nikola77]

If the test socket is the white one I have next to my router then yes it’s connected @Debbie-TalkTalk