HG635 WiFi drop out

[Wellandg]

started getting this problem on fibre, about 2 weeks ago. On version v1.14t, but at random times I lose wifi to all devices. Have reset router and left basic setting but still same issues. Be nice if someone from TT could answer.

[OCE_Debbie]

Hi Wellandg

I'm sorry to hear this.

Did this only happen after the firmware was updated?

Will the devices re connect on their own or do you need to reboot the router/device?

Thanks

Debbie

[Wellandg]

I wasn't aware a firmware update had been done, but if that was in the last few weeks, then YES. No devices will reconnect. Router has to be powered off then on.

[OCE_Debbie]

Hi Wellandg

Could you try factory resetting the router using the pin hole reset for ten seconds and then retesting to see if you still experience this issue following this?

Thanks

Debbie

[Wellandg]

Have done the reset and the same problem is still happening

[OCE_Debbie]

Hi Wellandg

Apologies for this.

Our Products Team have asked which devices are now not re connecting? Has the software been updated on all these devices? (any software updates waiting)

Thanks

Debbie

[Wellandg]

No products re-connect without powering off then on the router. All products up to date: 4 iPhones 3 iPads 1 Windows 7 PC 2 Windows 10 Laptops 1 Sky HD Box 1 Samsung DVD player 1 Talktalk TV box 1 Google HomeHub Think thats about all Gary

[OCE_Debbie]

Hi Wellandg

Thanks for your reply.

I can send a replacement router for testing, would you like me to arrange this?

Thanks

Debbie

[Wellandg]

Hi If you think it will sort out this very annoying & frustrating problem. Gary

[OCE_Debbie]

Hi Wellandg

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Wellandg]

Hi New router arrived and has been fine for 3 days so far. Will update if anything changes Thanks

[OCE_Chris]

Great News, thanks for the update 🙂