Devices disconnect and TV box cannot detect wifi

[AlexM66]

Recently moved to a new property, all devices installed as per previous property, now however our brandnew TalkTalk Wifi TV box cannot indefinitely maintain a connection to our hub, partly due to an increased distance but the connection also drops out on mobile devices and laptops in and around the house. 

A manual selection of the wifi network is required per device to reconnect.

This occurs most days.

[Karl-TalkTalk]

Hi

Rollout will be done automatically.  We currently anticipate that the firmware updates will begin at some point in the next week if sign off for testing is completed by the end of this week.

Thanks  

Karl. 

[AlexM66]

Hi @Karl-TalkTalk 

Thanks for the update.

I will persevere as we are and wait for the update. Will this be done automatically once signed off?

[Karl-TalkTalk]

Hi @AlexM66 

There is an issue with Wi-Fi calling with the current firmware you are on.  To resolve this, we can roll back the firmware however this will cause issues with your Wi-Fi boosters that have recently been resolved, so not sure if you want to go down this route at this time.

The good new is, we have identified the cause and a new firmware has been prepared and is currently in testing.  We hope to be able to deploy this before the end of the month, subject to testing sign off.

Thanks  

Karl. 

[AlexM66]

Hi Ferguson

See attached

 

[AlexM66]

Hi Debbie,

The system now appears to be working well.

However the other long running issue is have is not being able to make or receive calls effectively or consistently via WiFi calling.

I have a Samsung s24 ultra with a dual sim I use for personal and work. 

I can make and receive calls via WhatsApp without issue but via mobile using WiFi calling is near impossible or the sound is so poor that those I contact cannot hear me.

Any suggestions?

[Debbie-TalkTalk]

Hi @AlexM66 

I'm really sorry to hear this.

I've updated your router firmware, please can you retest this again?

[ferguson]

I am not sure which extender you have, is it the wireless booster? If so, have you set it up and connected to the Hub from close range before relocating further away? Also, if you can confirm the precise model including version number there may be a software update required, which the support team can check and update for you if necessary. 

[AlexM66]

Hi Debbie,

The extender has been recieved. But it can only be used a maximum of 20ft from the existing router. Otherwise it won't connect to the wifi hub.

The extender does not hold a consistent connection and it frequently disconnects and then re-establishes connection.

We are still experiencing intermittent wifi issues and to be honest it's just not good enough. I'm tempted to cancel my contract and move elsewhere because we have not received a consistent service since we moved in in June.

Our mobiles frequently disconnect from our wifi as do other devices.

Pretty useless is how I'd describe our talktalk broadband.

This either needs to be resolved with an engineer visit or I'll go elsewhere.

[Debbie-TalkTalk]

Hi @AlexM66 

I'm really sorry for the delays.

I've now ordered the WIFI extenders, please allow 48hrs for this to arrive.

Thanks

Debbie

[AlexM66]

Any updates on these extenders??

[AlexM66]

Most yes.

Particularly mobiles/tablets, etc.

We get a temperamental connection to our TV box/fire stick, etc.

[Chris-TalkTalk]

Hi AlexM66,

Yes that's really strange, I don't know why that would happen. Does this happen on all devices that you do this with?

Chris

[ferguson]

OK, that is odd, but thank you for clarifying. Let's see what the support team make of this when they are back online from Monday.

[AlexM66]

Hi @ferguson 

If we leave the house or enter the garden and come back into the house, or remain in an area that isn't being reached consistently by the wifi, devices will drop the connection and disconnect. They won't reconnect unless we manually select the wifi on each device.

Essentialy, as I described.

We have not altered any settings or permissions.

[ferguson]

I have just been reading your thread and agree that WiFi coverage can be a pain at times. What I don't quite understand though is when you said at the outset: "A manual selection of the wifi network is required per device to reconnect." That shouldn't really be the case, devices should automatically reconnect once they have identified a network within range, assuming you have set up each device accordingly. Can you expand on that comment a wee bit, if only to help my understanding of your issue? 

[AlexM66]

Hi @Debbie-TalkTalk 

As soon as possible. We are barely operating with our broadband. Considering we've been in a month its not particularly encouraging.

Do you expect this will solve this issue?

[Debbie-TalkTalk]

Hi AlexM66

I should be able to order WIFI extenders within the next 2 weeks.

I will post to confirm when I'm able to place the order.

[Debbie-TalkTalk]

Morning @AlexM66 

If the devices furthest away from the router keep losing connection then this would indicate a coverage issue.

I will find out the timescales for the extenders and I will post back here as soon as I have further information.

Thanks

Debbie

[AlexM66]

Hi @Debbie-TalkTalk 

That would be helpful.

How long do you expect this to be?

Would this explain why our devices keep disconnecting and also won't automatically or easily reconnect back to the wifi once in-range?

We keep having to manually select the router each time we return home.

Very annoying.

[Debbie-TalkTalk]

Hi Alex

Thanks for your reply.

I can send out a WIFI extender as soon as stock becomes available, will this be ok?