Fibre router keeps dropping devices

[unhappy_with_provider]

I am very unhappy with TalkTalk. My mother has a fibre 65 standard router and it keeps dropping devices, dropping connection and generally being rubbish. I have run every test on the support website, reset it a load of times, turned it off for 20 minutes. I went on livechat and they say there is nothing wrong with it. TalkTalk are very difficult to deal with as its very hard to speak to a person on the phone (dial a bot end up hanging up on you) and their webchat agents take about 5 minutes to respons to every message. If any one has a fix or advice, I would be very grateful

[KeithFrench]

Hi @unhappy_with_provider 

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.

[unhappy_with_provider]

Thanks for your fast reply Keith.

The model is a Sagecom Fast F5364-3.T8

I don't live with her so I've not been able to check the lights and the first she knows of the dropping connections is when the ring doorbell doesn't work or her netflix buffers. I'll try and see what happens with the lights.

She doesn't have any wired connections and everything is WiFi.

Thanks

[KeithFrench]

Please can you elaborate by answering these few questions:-

1. What make/model of router does she have - not just a "standard router" there are several, (these details will be on a label on the rear or underside of it)?
2. What is the exact status of the lights on the front of the router when this happens?
3. If she has any wired connections, are they affected in the same way as wireless ones?

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.