Connection keeps dropping on iPhone

[LewisJFC]

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

[Deanosafc24]

No, that’s correct 

[Michelle-TalkTalk]

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

[Deanosafc24]

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

[Deanosafc24]

Anymore information? 

[Deanosafc24]

It still struggles when doing the test 

[Debbie-TalkTalk]

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.

[Deanosafc24]

Ok 👍 

[Debbie-TalkTalk]

@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.

[Deanosafc24]

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

[Debbie-TalkTalk]

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.

[Deanosafc24]

Ive sent u a private message with my number. 

[Debbie-TalkTalk]

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

[Deanosafc24]

Anymore updates on this BUG please? 

[Debbie-TalkTalk]

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?

[Debbie-TalkTalk]

Hi @Deanosafc24 

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

[Gliwmaeden2]

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

[Deanosafc24]

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

[Deanosafc24]

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

[LewisJFC]

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.

[Debbie-TalkTalk]

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.