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FIbre Support

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Fibre 65 signal issues

durdle
Enlightened One
Private Message
Message 96 of 96

I've been on Fibre 65 for a couple of years now and, initially, it seemed reasonably stable. Then, I was given a Ring doorbell at the beginning of last year. This has worked as expected except that one or more of the doorbell, the battery cam or the chimes has tended to stop working from time to time and had to be reconnected to WiFi. It's been annoying, but not a massive problem because these devices seem to provide quite good instructions on how to recover from connectivity problems. 

 

My Epson ET-2850 printer, purchased around mid ’21, has been a different kettle of fish. It has dropped its connection too often for comfort, and required various efforts on my part to become reconnected, eg by powering it, my router, and/or just my WiFi connection off and then back on etc. 

 

Very recently, however, these issues have become more difficult to resolve in that the printer became unavailable for several consecutive days earlier this week, and I could not recover it using any of my old strategies. Two days ago, I took it to the print shop that originally sold it to me, and they kindly configured it for their shop network, where it appeared to work with no problems. When I took it home, I attempted to reset it for my home network, but this appeared to fail with error (E-9), the subsequent printer generated report being as shown below. 

 

Later that evening, I noticed that the device was again showing its connected-to-WiFi symbol and found that I could print files again. 

 

The printer is still working this morning, well over 24 hours later, though it did go offline late last night for a while. While I'm happy for now, I'm not over confident that I won't have similar problems again before too long. 

 

Apart from my printer and doorbell problems, the other main issue with my WiFi has been that, all too often, I have attempted a Google search but have seen a black ‘no internet connection’ display for a few seconds before the requested information has then appeared. Also, sometimes, I have seen an equally black ‘download pending’ screen that has not delivered the goods, although a repeate attempt sometimes has done. 

 

These issues have often lead me to suspect my WiFi signal strength. I can't access the same information on my Samsung A9 tablet, but my Samsung A71 phone suggests it's of the order of 110 dBm 30 asu, not that I have any real understanding of what these figures imply. 

 

The Ring doorbell and accessories have device health displays in the Ring app, all of which seem to suggest signal strengths varying from around 45 and 70 ssi. If I look online, sometimes I see that higher ssi values indicate weaker signals, sometimes I see its the lower ones. As I say, I suspect I'm suffering from a poor signal, even though at least half my devices, including my printer just now, are only a few metres away from my router. 

 

I apologise for the length of this post, but can anyone offer any thoughts here, please? 





Check Network Connection

 

Check Result                                                      Unknown

 

Error code                                                           (E-9)

 

Confirm the connection and network setup of the PC or other device.

Connection using the EpsonNet Setup  is available.

Contact your network administrator for assistance.

 

If your problems persist,

see your documentation for help and networking tips.



Checked Items

 

Wireless Network Name (SSID)                          Pass

Communication Mode Check                              Pass

Security Mode Check                                          Pass

Mac Address Filtering Check                              Pass

Security Key/Password Check                            Pass

IP Address Check                                               Pass

Detailed IP Setup Check                                     Unknown




Network Status

 

Printer Name                                                      EPSON0xxxxx

Printer Model                                                      ET-2850 Series

IP Address                                                         169.xxx.y.zzz

Default Gateway Network Name (SSID)            abcde

Security                                                              WPA2-PSK (AES)

Signal Strength                                                  Excellent

MAC Address                                                     E0:BB:9E:01:XX:YY

johno
0 Likes
95 REPLIES 95

KeithFrench
Community Star
Private Message TalkTalk
Message 41 of 96

Apparently, the problem was caused by the customer's McafeeVPN, which is set to be always on. This has been turned off & back on again & all is now working.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 42 of 96

@KeithFrench I've been on Android for a long time now and, regrettably, I'm lazy about deleting no longer used apps. There must be at least 300 apps on my phone and it will take me a long time to list them fit you.  My router firmware is about to be upgraded,  so it will probably be better if I check that out first. Thanks for the offer, though. 

johno
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Message 43 of 96

Hi @durdle 

 

Thank you 🙂

 

Firmware updated.

 

Debbie

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Message 44 of 96

@Debbie-TalkTalk Yes,  go for it.

johno

Message 45 of 96

Hi @durdle 

 

Will it be ok for me to do the firmware update now?

 

We advise to leave the router switched on without being rebooted. It should take no longer than 15 minutes to update.

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KeithFrench
Community Star
Private Message TalkTalk
Message 46 of 96

Hi @durdle 

 

From what I can see that app does not appear to contain a VPN client. It does not seem to get very good reviews either.

 

Can you try getting me a list of the apps that you have installed on the phone & tablet, there are lots of possible VPN clients that they could be using. When you have these lists, perhaps sending them to me in a PM would be best to protect your privacy.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 47 of 96

@Michelle-TalkTalk I'm still all over the shop trying to pin down my VPN Detected error, but I have established that I can run the Trailcam Go app to download overnight videos from my garden camera provided I switch both my router and my phone off and then back on again. That's not good but it's what I have to do anyway at the moment once I get the VPN error. I don't have a lot of time to decide whether I wish to return the camera, and I would now very much like to take you up on your offer of a Sagemcom firmware upgrade.  Will this be possible, please? 

johno
0 Likes

Message 48 of 96

@KeithFrench, my phone runs Android 13, which will not be updated, and my tablet Android 14. The Trailcam Go app is downloadable from Play Store, where its entry confirms I have it installed. I've sent an email asking the support team if they have any advice to offer but I'm not holding my breath. 

johno
0 Likes

KeithFrench
Community Star
Private Message TalkTalk
Message 49 of 96

Are you talking about Android or Apple systems here? It will not be easy if you do not know its name. Was this something you installed from the relevant app store?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 50 of 96

@KeithFrench, unfortunately I can't find a Show VPNs button, so I've no idea. The only clue I have is that my app can run as expected on my phone, but it won't run on either my phone or my tablet as soon as I try to run it on the tablet. That makes me suspect it's possibly  running on the tablet. As for its name, again I have no idea. Sorry.

johno
0 Likes

KeithFrench
Community Star
Private Message TalkTalk
Message 51 of 96

What sort of device is the VPN running on & what is it called?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 52 of 96

"Can't you uninstall it?"

 

@KeithFrench , I would instantly uninstall the VPN if I knew where to find it. And if I knew how.

johno
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Message 53 of 96

 

Of course. Our Devices Team are slowly starting to role out the new firmware over the next couple of weeks anyway so it could automatically update at some point overnight. From what we've seen it's not caused any issues.

 

Thanks

 

Michelle

 

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Message 54 of 96

Ok, @Michelle-TalkTalk , I think I'll give the new firmware a miss for a little while unless anyone advises me that updating it would be to my benefit. And why. Can I come back to you, please, if I then decide I do want it?

 

Do you have any accessible information about the new firmware?

johno
0 Likes

KeithFrench
Community Star
Private Message TalkTalk
Message 55 of 96

Can't you uninstall it?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 56 of 96

Yes @KeithFrench , I seem to be learning that the hard way. I didn't set out to use them, I just fell foul of Mcafee's hype. As for this latest one, I have no idea where that came from, all I know is I don't want it. Until I can get rid of it, I still think I should stay on my current firmware for a while and see what transpires. I am  open to persuasion there, though

johno
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KeithFrench
Community Star
Private Message TalkTalk
Message 57 of 96

Hi @durdle 

 

Be careful when using a VPN, once active, you lose connectivity with all other locally connected devices.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 58 of 96

Hello,

 

Ref  the @Michelle-TalkTalk offer, I haven't looked into firmware versions yet. If you update it for the Sagemcom, will you be able to return it to the current version if it gives me more issues? If you will, I'll happily try it. If not,  maybe I should hold off for a little while.

 

Unfortunately once we update the router firmware we wouldn't be able to roll this back to the previous version.

 

Michelle

 

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Message 59 of 96

Good afternoon durdle,

 

Not at all, we're happy to help 🙂

 

We have a new version of firmware for this router. Would you like us to update the router firmware now to see how this compares?

 

Thanks

 

Michelle

 

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Message 60 of 96

Hi, Chris

 

You might regret asking that. 

 

My main issues last week were:

 

Hive heating app unable to load

Ring doorbell app unable to load

Printer not working.

 

Turning off Secure VPN in my Mcafee app fixed the first two and now the printer failures are much less intrusive and tend to disappear if I do nothing. 

 

Meanwhile, I'm having problems with my new Trailcam Go app, which I use to download images of hedgehogs on a video camera in my garden. I only purchased it last week, and it hadn't given me any problems over the while I was still using the Huawei router but it now fails VPN Detected using the Sagemcom, unless I disable the Mcafee app. It's all rather complicated but, in brief, the app will work on my phone, and allow me to download videos, but then stops working if I try to run it on my tablet.  Once this app has failed, the only way I have managed so far to get it to work on my phone again is to reboot the Sagemcom. All this has only occurred this morning, so I'm still struggling to understand what's happening. In particular, since the Mcafee app either has its Secure VPN switched off or it's been disabled, I have no idea how to go about finding the VPN that's causing all this.

 

Not really one for these forums, but you did ask, and someone might have some suggestions for me. 

 

Other than the above, the new router still seems stable, with down load speeds usually up around 49mbps but upload speeds usually below 10mbps. 

 

Ref  the @Michelle-TalkTalk offer, I haven't looked into firmware versions yet. If you update it for the Sagemcom, will you be able to return it to the current version if it gives me more issues? If you will, I'll happily try it. If not,  maybe I should hold off for a little while.

 

johno
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