Disconnection problems

[Kro15]

For several months now i've been having issues with my internet connection dropping randomly and generally reconnecting fairly shortly after (which to be honest i have largely ignored and lived with) I have three devices that i use wirelessly and the smart TV connected with an ethernet cable (the TV seems pretty dire and slow when trying to watch catch up or youtube) I never had any problems before with any of my devices even down at my garden workshop !

I contacted TT last week via live chat and the guy i spoke top said he thought it was due to congestion and said he would make some adjustments etc. after directing me to reset my router etc. and that it should be fine but may take upto 24hrs to take effect, well there doesn't seem to be any improvement. I have rebooted my router on a number of occasions but to no avail, I even get interruptions watching a video or on a website etc. in the lounge where the router is situated as it has been for many years.....i'm wondering if it is the router that may be at fault !......please advise thanks 

[KeithFrench]

No worries, whenever.

[Kro15]

Hi Keith,

                   many thanks for that, I will have to come back to it after the weekend now as just about to head off for a day or two..

thanks

[KeithFrench]

Hi @Kro15 

Thanks for that summary, it will be very useful & saves me a lot of time trawling back through all of the posts.

Do not worry about interpreting the results, I will do that for you. I will send a PM to you that contains a link for a guide of mine on Wi-Fi interference. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Select the analyser of your choice & my guide explains how to use it.

If you are using Wi-Fi Scanner, then please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post, to preserve your privacy.

With all other analysers, please follow my instructions below.

Collect the screenshots that I require and include them in your reply.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos please as they can be difficult to read, because the text can get out of focus when zoomed in. Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large.

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.

[Kro15]

Hi Keith,

                   My router is a sagemcom 5364......the problems i've been experiencing is random drop outs on my laptop, tablet and phone, I generally get a pop up on screen saying I am not connected then usually seconds later another telling me i've been re connected.

When this happens it doesn't seem to affect the light on the router at all.

Carrying out the test's you can do via my talk talk account the one issue that comes up is the speed test from router to devices is poor !

the only device I have that takes an ethernet cable is my laptop, (apart from tv) so when I carry out that speed test with ethernet connection it comes up good then poor again when going wireless...

I have recently replaced the router, and I have also moved it right next to the test socket when carrying out these test's.

thanks..

[Debbie-TalkTalk]

Thanks @KeithFrench 

Hi @Kro15 

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 @Kro15 

@Michelle-TalkTalk has asked me to help you with your wireless issues. Without me having to read back through all of the other posts, please can you tell me the make/model of router you have?

Slow speed, intermittent dropouts, breaks in the signal or no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

[Michelle-TalkTalk]

Morning,

Ok thanks for confirming. @KeithFrench - Would you be able to offer any additional advice on the wireless connection please?

Thanks

Michelle

[Kro15]

Unfortunately Chris the only devices I have with ethernet sockets are the tv and the laptop i'm afraid so I can't do that i'm afraid !

But as mentioned earlier when I connect the laptop with ethernet and carry out the online speed test from router to devices it comes up with a good speed...without cable it comes up poor.....

But obviously correctly working wi fi is what I want

[Chris-TalkTalk]

OK thanks. Is there anyway that you can test with a different device connected to the router by Ethernet cable so the we an make sure that it's definitely affecting both wired and wireless connections?

Chris 

[Kro15]

Hi Chris,

                   No I have never had any message come up on the tv screen, I think you're right when you say some tv's are slow with mine being one of them !

[Chris-TalkTalk]

Does the TV say loss of internet connection, as some TV's can just be slow and have nothing to do with the internet connection?

Chris

[Kro15]

Sorry Chris I cant really answer that i'm afraid as I tend to only use one device at a time, the only device with ethernet connection is the smart TV which has never been brilliant by any means, always very slow and sometimes seems to freeze !

if using my phone, tablet or laptop when it happens, I usually get a pop up telling me I have no internet connection and generally within only a few seconds another pop up saying I am re connected.....as said previously I never had these problems before....

[Chris-TalkTalk]

And when the connection drops, all devices are affected at the same time including devices connected to your router by Ethernet cable?

Chris

[Kro15]

Hi Chris,

                    honestly no I haven't noticed any change on the router light.....but I dont understand the issues regarding wi fi connection around my property now  when I never experienced this before it always used to work fine !!

[Chris-TalkTalk]

OK thanks. Line test is passing and showing very few connection drops. I've also checked the realtime data for your line for the last week and apart from a couple of drops on the 15th the connection appears to have been stable with a very low error count every hour. Have you noticed if the light changes on the router when the connection appears to drop?

Chris

[Kro15]

Hi Chris,

                  I virtually never use the landline these days but I do check the dial tone every now and then (especially if having issues) and have found no problems with that......

[Chris-TalkTalk]

Hi Kro15,

Are you experiencing any problems with your telephone service, any noise on the line?

Chris

[Kro15]

Hi Debbie,

                       so I moved the router right next to the test socket and ran it for a while, I hard wired my laptop to it and carried out a speed test from router to devices which all came out good, but when I tried wireless it went poor again, I tried this many times and then moved the router back to it's normal position and carried out the same test's which came out exactly the same !

I noticed when online at the time that the connection dropped out and back in again on both Monday and yesterday (that I actually saw pop up on screen on both laptop and phone)

Also a real issue for me is when in my workshop approx 30 yds away that I have lots of connection problems that I never used to have atall including trying to access email or watch an instructional video on youtube etc.

[Debbie-TalkTalk]

Morning @Kro15 

Were you able to test the connection directly at the test socket?

[Debbie-TalkTalk]

Hi @Kro15 

Thank you. Testing directly at the test socket will just help rule out any issues with the faceplate or internal wiring.

If the fault is found to be on Openreach maintained equipment then no charges will be applied.

Further information can be found here Engineer charges