Broadband connection dropping
on 14-02-2024 03:00 PM
Message 32 of 32
Hi support,
I have been experiencing my broadband dropping throughout the day over the last few weeks (since middle January 2024).
I have run a talktalk "run a healthcheck" from my TalkTalk MyAccount login and it came back as OK.
It has already occurred twice today at approx. 11:55hrs and 14:11hrs and the drop lasts for a very short time (approx. 1-5 secs).
I'd appreciate if you could please look into this and check the connection logs from your side, as this seems to be happening every day and been so for a good few weeks.
Thanks in advance.
Andy
Labels:
- Labels:
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Connection
-
Stability
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31 REPLIES 31
on 01-03-2024 08:24 AM
Message 1 of 32
Thank you :-)- 🙂
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on 01-03-2024 08:24 AM
Message 2 of 32
on it now 😃
Cheers
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on 01-03-2024 08:21 AM
Message 3 of 32
Hi Andy
I'm so glad to hear this 🙂
If you do experience any further issues then please let us know.
I've sent you a Private Message with a link to a short survey for the Community.
Thanks again.
Debbie
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01-03-2024 08:12 AM - edited 01-03-2024 08:13 AM
Message 4 of 32
Good Morning Debbie,
The connection has been fine since you disabled WiFi Optimisation and I'm therefore happy for this support request to be closed down.
Thanks for all your and the wider team's help (e.g. @KeithFrench) on getting this issue resolved.
Happy Friday!!
Cheers,
Andy
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on 01-03-2024 07:48 AM
Message 5 of 32
Good morning and Happy Friday 🙂
How's the connection been this week?
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on 23-02-2024 08:21 AM
Message 6 of 32
Hi akoumi
Ahh you're welcome 🙂
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on 23-02-2024 08:20 AM
Message 7 of 32
Thanks Debbie, your support is greatly appreciated!!
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on 23-02-2024 08:13 AM
Message 8 of 32
Hi akoumi
That's great news.
Of course that is no problem 🙂
I will check in again with you next Friday. Have a good weekend 🙂
Thanks
Debbie
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on 23-02-2024 08:05 AM
Message 9 of 32
Hi Debbie,
The WiFi has been stable and had no drops since you disabled the WiFi Optimisation. I'd like to monitor for one more week if possible before closing down this support request if that's OK? Or if you'd prefer to close this one down and me raise another request if required?
It's looking good at the moment!!
Thanks
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on 23-02-2024 07:38 AM
Message 10 of 32
Hi akoumi
How are you getting on, how's the connection been?
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on 16-02-2024 08:26 AM
Message 11 of 32
Hi akoumi
Thank you 🙂
Debbie
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on 16-02-2024 08:25 AM
Message 12 of 32
Thank again, I'll update you in a weeks time. 👍
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on 16-02-2024 08:21 AM
Message 13 of 32
Hi akoumi
Thank you. WIFI optimisation monitors the connection and will try and choose the best wireless channel for you.
Sometimes customers prefer to choose their own wireless channels.
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16-02-2024 08:17 AM - edited 16-02-2024 08:24 AM
Message 14 of 32
Thanks Debbie,
I'll monitor the WIFI connections over the next week and let you know how I get on and whether you should turn the WIFI Optimisation back on.
Just out of interested what does the WIFI Optimisation do and will it affect the download/upload speeds with it turned off?
Thanks,
A
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on 16-02-2024 07:29 AM
Message 15 of 32
Hi akoumi
I've switched the WIFI optimisation off.
Thanks
Debbie
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15-02-2024 03:10 PM - edited 15-02-2024 03:11 PM
Message 16 of 32
OK thanks for the explanation and i have not requested that WiFi optimisation be disabled in the past, so it's probably still enabled.
@Karl-TalkTalk is this something you can help with please?
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on 15-02-2024 03:04 PM
Message 17 of 32
It will be enabled by default unless you request TalkTalk disable it for you, which I would recommend to start with. It can easily be re-enabled at a later date. Just request that they disable it for you (it has the power to change any of your WiFi configuration at will) in your reply. Then we'll see what happens.
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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on 15-02-2024 03:01 PM
Message 18 of 32
Not sure, how can i check?
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on 15-02-2024 03:00 PM
Message 19 of 32
Yes, I can now see the issue, you are being kicked off as the security settings have been saved. I have seen this before but have never been able to get to the bottom of it. I have never seen this on my router. Do you have WiFi optimisation enabled?
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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on 15-02-2024 02:54 PM - last edited on 15-02-2024 02:55 PM by KeithFrench
Message 20 of 32
Hi Keith,
We encountered another drop earlier today at 13:16hrs, and as Franco recommended below I have collected the "Info & lower" logs for that time period for you to look at.
Please see attached logs.
Regards,
Andy
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