Connected without internet

[Amy449]

Help! My phone keeps disconnecting from WiFi saying 'connected without Internet'. I've followed all steps from Samsung who advise me that the issue is not with the mobile (it has been thoroughly checked and works on all other wifi - however to make sure I've followed all steps on my mobile including a factory reset in case it was the phone).  I've had a new router from Talk Talk (Sagemcom model) but it is still causing issue. I've done a factory reset. I've also been put on another channel and had introvert signals sent, however the problem is still present. This connectivity issue only seems to happen on my WiFi at home. If I turn WiFi off and on again on my mobile it's fine and jumps back into action.....the problem occurs a many times per day but can be ok for periods of time in the day, however it takes a manual fix each time and I have to check that the phone hasn't dropped signal each time I use it, so this really isn't good especially if the phone has the screen switched off and it drops during that period,  I just miss so many things on my phone as I'm not aware it's dropped connection. This problem has been present for about 2 months now and is so unstable that I can't use the service that I pay for at home. I'm really unhappy with this service and it just isn't being fixed regardless of multiple phone calls to Talk Talk. 

I'm informed from another forum that a different brand router might help, however Talk Talk won't seem to offer me this. Meaning I'm effectively paying for a service each month that I can't use properly. On top of that,  each phone call is about 1hr long and it's a huge drain on my free time to keep trying to sort this. 

What can I do? Has anyone got advice on this issue? I'm at the end of the road now with this issue and really need help from Talk Talk.....

[Amy449]

Please if there is anyone in the team that can action this as noted from 2024 I'd be grateful. I'll attach again now for clarity

 

[Amy449]

I appreciate all of this... but I went through all this before...it was not the devices. I blamed my phone for weeks last year and it wasn't anything to do with this. It's the fix that I've drawn attention to on this forum that Mark noted on 2024 from your team. I don't want to open up all the investigation into my devices again as I can't go through all that energy time investment when I know what's causing it. It just needs what I've asked re that message citing the fix. It's exactly the same. 

I do really appreciate the effort to problem solve but it isn't any of my devices at fault or software or anything like that. I extensively investigated this previously. 

[Gliwmaeden2]

@Amy449, do you have any other devices at home that it also affects?

[I sometimes find that one of my tablet, my new Samsung or my old Samsung phone shows "connected without Internet" while the others are usually fine. It's so intermittent, it's not a problem for me simply manually disconnecting and then reconnecting to get a full access to the Internet].

It might be helpful to clarify what model of phone you are using and it's latest version of software. 

Staff will only be on here replying during the day. 

[Amy449]

Yes it's still happening.... my phone is largely unusable at home with this now which is unacceptable for my work. I feel strongly that I pay for a service that clearly has a weakness in this area since it's pretty visible online that this is a common problem with these routers. Can this be fixed today please? Thank you

[Amy449]

I'm at work all day so I've not been in to see what's happening but it was happening all yesterday (Sunday) if that helps. Has anything been done today to expect a change? I can look out for any changes and feedback if so.  I'm quite keen that the exact change as was done in 2024 is applied, as that fixed this very problem. If you could do that for me I'd be very grateful. It would save us going round and round as I know absolutely that what Karl in your team did (see on this forum) fixed it. 

Many thanks 

[Philile-TT]

@Amy449 I just need to confirm with you, are you still having an issue? 

[Gliwmaeden2]

Yes, that's right for showing firmware. 

Just need to wait for staff to take a look on Monday. 

[Amy449]

I think it's this you need? 

SG4K100208

Having googled the issue I'm having it seems it's a common issue with these routers so I hope the fix is quick and easy. Please let me know what else you require. I know from before the fix was to put me on a less congested channel and to update the firmware....if this could be done again I'd be very grateful.

[Gliwmaeden2]

Log into the router [see details on label stuck to the back, not the removable one] and check the numbers that show in there.

It's clear once you are in, @Amy449.

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Change_your_router_admin_...

Use the above to log in anyway, without changing passwords etc.

[Amy449]

Thank you. Appreciate your message. My phone has disconnected to Internet so many times tonight....it stays connected to WiFi but 'connected without Internet' so my phone won't receive any messages as it basically gets nothing whilst it's in this state. It's exactly as it was in 2024. It would be good if someone can explain exactly what's going on as it seems unusable in this current state but seems so basic that the WiFi and Internet work when paying for a service? I'm not sure why it's so difficult to fix?!

My router is Sagemcom if this helps....is this the firmware info you are referring to?

Thank you again for your help. 

[Gliwmaeden2]

@Amy449, I'll re-escalate your thread, but it won't be picked up before Monday. Forum staff work c 7am - 5pm and usually need you to be at home for testing this and that during the day. 

Do you know what version of firmware this new router is using?

[Amy449]

Again... happening tonight. I feel I'll have to leave TalkTalk if this all sets up like last time. I don't understand why a new router starts up the same issue as before? See attached... same message as before in 2024.... 'connected without Internet'. I simply am not prepared to pay for a service that brings problems like this.... can someone PLEASE resolve this without a whole load of messages and phone calls to resolve? 

[Amy449]

The same thing has happened again now that a new router has been sent. The fix you delivered on this Karl in 2024 sorted this issue, but since then I've had a new router and this previous problem has started up again. I can't bare to go through all the palaver that happened in 2024 with this issue..... it's exactly the same as it was then and so far no communication with TalkTalk is helping resolve this. Could I please ask that the fix that was applied previously as per this thread is applied again to my new router? Thank you 

[Debbie-TalkTalk]

Hi @Amy449 

That's great, thanks for letting us know 🙂

I have sent you a Private Message with a link to short survey for the Community.

Thanks again.

Debbie

[Amy449]

I just wanted to let you know that the wifi connection seems really stable now and doesn't seem to be dropping! Thank you so much for sorting this for me. Very much appreciate the persistence to get this resolved. 

Many thanks. Amy 

[Karl-TalkTalk]

Hi

I've updated the router firmware and made sure the Wi-Fi channels are set to the least congested now, can you retest.

Thanks  

Karl. 

[Amy449]

However... since my last post it's gone off twice again... saying 'connected without Internet'....so the issue is still there. But happening less often. Can the issue be improved upon further? Whatever has been done has improved it... but the issue is still there...so there is obviously something going on that disrupts the connection. I have to manually deselected wifi that enable it each time to reconnect. It doesn't come back on without manual intervention... and I have to notice that it's been lost in order to re connect it....so this isn't good for use of my mobile at home. 

[Amy449]

Hi, 

It seems to be a lot more stable. It does still lose connection as before saying 'connected without Internet' but it is happening far less frequently. Sometimes it now also says 'connection failed' which is a new issue, but it's only done this a couple of times. 

So I think on the whole it is improving.... which is great.  What exactly was the issue... what has been changed? 

Thank you  for your help and action 👍

[Anonymous]

Hi Amy,

Has there been any change since our last post?

Thanks

Michelle

[Karl-TalkTalk]

Hi

I've made some changes remotely to see if this will help.  there is some latency detected to the phone, so looking at Wi-Fi devices nearby, I've set a manual channel to see if this will help.

Thanks  

Karl.