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2.4Ghz devices periodically dropping off router

Rowan_clarke
Conversation Starter
Message 82 of 82

Since joining TT all of my 2.4Ghz devices have been periodically dropping off wifi and then reconnecting a few minutes later.  This is apparent and logged as I have a Nest doorbell they only works on 2.4Ghz and is only 1m away from the router. Each time the doorbell disconnects I get sent an email notification, of which I have lots now. I have tried changing the wifi channel, first seeing which were free using a wifi analyser.  But this hasnt helped. I suspect I have a faulty router as this never happened with my old Sky router. Is anyone else experiencing the same problems?

Rowan Clarke
81 REPLIES 81

Message 41 of 82

the only support im getting is from @KeithFrench 

TT are offering nothing

Rowan Clarke
0 Likes

Message 42 of 82

In which case let the support continue. With the hybrid FTTC service there are so many possible points at which it can go wrong, it can be a long process of elimination to get there at times. Good luck, if you persevere then the team must too!

Message 43 of 82

i would drop some speed for a stable connection 🙄

Rowan Clarke
0 Likes

Message 44 of 82

Wish I had a 61/18 meg connection on my line.

Message 45 of 82

@KeithFrench 

30 minutes later connection drops

Rowan_clarke_0-1601742281224.png

 

Rowan_clarke_1-1601742316193.png

and now reconnected and all devices back online.

Im loving this so much.

TT said i can cancel my contract without having to pay anything as this has been going on for so long..........

 

Rowan Clarke
0 Likes

Message 46 of 82

Rowan_clarke_0-1601740222704.png

 

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@KeithFrench didnt take long to happen again. 2.4 has disappeared

 

Rowan Clarke
0 Likes

Message 47 of 82

@M0FCG Maybe, maybe not, it doesn't matter. You should start your own topic for support otherwise things get confusing. 

Message 48 of 82

@ferguson it looks like @M0FCG is having the same problem as me.

 

Rowan Clarke

Message 49 of 82

Hi @Rowan_clarke 

 

That's great, if you get me a new set of screenshots when it goes down, I will take a look at them.

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 50 of 82

@M0FCG Your router should not be rebooting itself. Start your own topic and we can look into this for you.

M0FCG
Chat Champion
Message 51 of 82

Hi, for a few weeks now our sag com router has been rebooting its self and we've had times when the router won't pick up any wifi stuff in the house, this is our 2nd sag com router its getting bad now twice today my wife's laptop as lost the wifi then I look and mine is off.

my wife is working from home and without wifi, she might be out of work, but TalkTalk not bothered all they want is paying each month, I've said this loads of times when my contract is up we are gone to  virgin, been with TalkTalk 16 years. fed up now

Mike
0 Likes

Message 52 of 82

@KeithFrench 

Rowan_clarke_0-1601737656957.png

 

Currently not on Auto

Rowan Clarke
0 Likes

Message 53 of 82

This would seem to go back to WiFi optimisation NOT being disabled if the channels are still changing, unless TT put the channels to Auto rather than Dedicated channel 6. This router, even if WiFi optimisation is disabled regularly checks for interference & hops to a new channel, when set to Auto.

 

If you can make sure for the time being it is set to a dedicated channel 6 rather than Auto and get a fresh set of screenshots when it goes down as you have offered, that would be great 

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 54 of 82

@KeithFrench also note that these screen shots were not taken when the fault was occurring.

if i have my laptop handy i will try to grab this info for you.

Thanks

Rowan Clarke
0 Likes

Message 55 of 82

Rowan_clarke_0-1601736481772.png

Please note TT selected these frequencies for me, i usually use a wifi analyser to find the best frequency but it seems each time this router reboots it selects another frequency.

Rowan Clarke
0 Likes

Message 56 of 82

Rowan_clarke_0-1601736399750.png

 

Rowan Clarke
0 Likes

Message 57 of 82

@KeithFrench 

Im now always present when the 2.4Ghz goes down, and if i am i dont have the time to watch the lights each and every time.  My nest doorbell notifies me when it goes offline and thats when i know or the lights dont control, streaming stops, wife and kids yell at me etc etc 

Rowan_clarke_0-1601736292928.png

Can you see that or does it have to be an attachment?

 

Rowan Clarke
0 Likes

Message 58 of 82

If the router actually reboots or loses the broadband the light will no longer be white. The reason currently is not easy to determine as the system log stops responding, This is a bug I passed over to the developers to deal a while back.

 

However, if devices are just being kicked off the 2.4GHz band that is far more likely to be WiFi interference where I can help.

 

I did leave you with the OCEs for a while because I was under the impression that the router was unstable, not just this WiFi band.

 

I think from what you have said in the pst though, sometimes the 2.4GHz band goes down & the light does not go orange?

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 59 of 82

@KeithFrench thanks so much

Do u know why the router drops the devices and the restarts?

Rowan Clarke
0 Likes

Message 60 of 82

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 as large images. 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?