Connection issues for over a week

[Pod91]

I have had constant connection issues for over a week with the HUB constantly dropping connection and flashing orange. Periodically connecting to a solid white light and then disconnecting again.

Last week i spoke with an agent who stated there were no issues with the line, I went through a reset procedure and even a factory reset. They concluded I had been on the wrong wifi channel (even though I had not changed anything). This rectified for a day and then back to the above flashing amber, connected, disconnected. This is a constant issue.

I am on Fibre 65 with a FAST 5364.

When the HUB finds connection, the speed test is fine (60-62mbps avg.). It just will not stay connected.

[KeithFrench]

Hi @Pod91 

I need more screenshots than just those, I need:-

1. Access points - 2.4GHz
2. Signal strength/time graph - 2.4GHz, run for 5 mins before taking the screenshot.
3. Access points - 5GHz
4. Signal strength/time graph - 5GHz, run for 5 mins before taking the screenshot.

This means that I can see currently that your signal strength on both bands is very low, but not as to why.

Please get me the above screenshots & in the PM, please tell me what your SSID (WiFi network name is).

Thanks,

[KeithFrench]

Thanks @Pod91 I will try and look at it later today.

[Pod91]

@Debbie-TalkTalk  thank you I have sent @KeithFrench  a PM. 

[Pod91]

Hi Keith,

I've been at work unfortunately and haven't had time to grab what you requested. I have sent you a PM regarding the images you requested. 

[KeithFrench]

HI @Debbie-TalkTalk So far I have not heard anything back from @Pod91.

[Debbie-TalkTalk]

Hi @Pod91 

Apologies for this.

@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.

[KeithFrench]

Hi @Pod91 

TalkTalk is no longer allowed to disable WiFi Optimisation. If you want to PM me the screenshots from whatever WiFi analyser that you are using, there may be other reasons for this. I offer an independent analysis for this sort of problem.

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.

[Pod91]

Hi Debbie,

The new router has not made a difference. When I wifi analyze there is a lot of other neighbouring connections on the same wifi channel. When I try to change the channel it is reverting back to default. Could you please turn off the wifi optimisation so i can try this solution and enable the channel selection to save please.

Thanks.

[Debbie-TalkTalk]

Hi Callum @Pod91 

Thanks for your reply.

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

Let us know how the connection compares with the new router.

Debbie

[Pod91]

Yes please, it is the only thing left to try.

Kind Regards,

Callum

[Debbie-TalkTalk]

Hi @Pod91 

Thanks for updating your Community Profile.

I've completed a line test and this is clear - No faults detected.

I can see re connections on the line. Would you like me to send a replacement router for testing so we can rule this out?

[Pod91]

Hi Debbie,

I have now updated this info.

[Debbie-TalkTalk]

Hi @Pod91 

I'm sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

[KeithFrench]

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.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.