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FIbre Support

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Connection keeps dropping on iPhone

LewisJFC
Team Player
Private Message TalkTalk
Message 53 of 53

Hi all.


I am on Fibre65 and have had no issues previously until about a few months ago.

 

If I don’t use my iPhone for a few minutes it will stop connecting to my wifi, even though the symbol clearly shows it is connected at the top of my phone’s screen. In order to fix this I have to turn wifi off on my phone and on again. Then it connects immediately. This happens frequently. 

I have turned the router off and on again, and actually found that I had a new unused Sagecom router in my house that I am now using. I thought changing the router would fix this issue but it hasn’t. 

I don’t have this issue with my iPhone on any other WiFi connection, just my home TalkTalk one.

 

Hoping people can help

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52 REPLIES 52

Message 21 of 53

Morning,

 

I'll let the team know now. Just to confirm, when you manually enter the IP address does the site not load at all?

 

Michelle

 

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Deanosafc24
Chat Champion
Private Message TalkTalk
Message 22 of 53

This problem has been going on for about 4 Months now 😡😣

DMHALL
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Deanosafc24
Chat Champion
Private Message TalkTalk
Message 23 of 53

Anymore information? 

DMHALL
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Message 24 of 53

It still struggles when doing the test 

DMHALL
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Message 25 of 53

Hi @Deanosafc24 

 

Please can you complete the below test again now?

 

Can you powercycle the iPhone once.

When the connection fails, can you try accessing a website via IP address for example 142.251.36.46   (google.com)

This will bypass DNS.

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Message 26 of 53

Ok 👍 

DMHALL

Message 27 of 53

@Deanosafc24 

 

Our Devices Team have asked if you can run a quick test whilst they are monitoring. Just waiting for them to let me know what time if you are free to run the test then.

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Message 28 of 53

This router is a new one, I’ve had it a week gone Saturday but this bug was also with the router before aswell. 

DMHALL
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Message 29 of 53

HI @Deanosafc24 

 

Thank you. I've located the serial number now of your router and our Devices Team are going to log results of this issue occurring.

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Message 30 of 53

Ive sent u a private message with my number. 

DMHALL
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Message 31 of 53

@Deanosafc24 - Could you add your TalkTalk landline number to your Community Profile, our Devices Team would like to check the connection logs.

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Deanosafc24
Chat Champion
Private Message TalkTalk
Message 32 of 53

Anymore updates on this BUG please? 

DMHALL
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Message 33 of 53

Hi @LewisJFC 

 

I will ask our Devices Team to check your connection logs. The issue is still being investigated.

 

Is the number in your Community Profile the correct number for your line?

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Message 34 of 53

Hi @Deanosafc24 

 

Could you add your TalkTalk landline number to your Community Profile, our Devices Team would like to check the connection logs.

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Message 35 of 53

No automatic compensation for this sort of thing, @Deanosafc24.

 

 

Gliwmaeden2, a fellow customer.
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Deanosafc24
Chat Champion
Private Message TalkTalk
Message 36 of 53

I wonder if there’s any compensation or discounts for us that are affected. ? 

DMHALL
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Deanosafc24
Chat Champion
Private Message TalkTalk
Message 37 of 53

Anymore updates? Cos the bug is still alive and well even when you use 142.251.36.46

DMHALL
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Message 38 of 53

Hi, just tried it when the issue occurred again (it’s literally every time I leave my phone idle for more than a few minutes at this point) and it just hangs like it does as if you’d typed the address in normally.

Message 39 of 53

Hi @LewisJFC 

 

Did you see my colleague Karl's update on 22/08

 

Our devices Team - after speaking with sagemcom have asked if you can test the following.

 

When the connection fails, can you try accessing a website via IP address for example 142.251.36.46   (google.com)

 

This will bypass DNS.

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LewisJFC
Team Player
Private Message TalkTalk
Message 40 of 53

Is there an update for this issue?


My phone was okay for a few days but for the last two days the connection drops have been constant.

 

thanks

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