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HG633 Wireless Issue

Unreal
Conversation Starter
Message 26 of 26

I'm having an issue where devices just drop off of the HG633 wireless connection, sometimes they return, sometimes they do not.

 

An example is the printer, when the issue occurs even rebooting the printer doesn't bring it back.

 

I started thinking it was specifically the printer however other devices started disappearing too.

 

As a test whilst four devices vanished I rebooted the HG633 (after making sure rebooting the printer didn't resolve that one) and after the reboot all the devices were then accessible.

 

The actual Internet connection and speed is good and stable.

 

Are there any similar known issues? I did try searching before posting but the HG633 is mentioned quite a lot.

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25 REPLIES 25

Message 1 of 26

HI Unreal,

 

Thanks for the update, glad to hear the access point is working OK

Chris

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Message 2 of 26

Hi Michelle,

 

It's ok, it's pretty much as I'd concluded at the start the HG633 just can't handle the number of devices (not all that many ~20) or that coupled with the noise the TalkTalk IPTV service causes.

 

I've been working from home today on the new wireless AP and it's been trouble free.

 

Hopefully TT start giving out better routers in the future, but now I'll not be needing it.

 

Thank you to everyone on this thread for trying to assist! @KeithFrench@Michelle-TalkTalk and @Chris-TalkTalk 

 

Unreal.

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Message 3 of 26

Hi Unreal,

 

Ok thanks for the update and I'm sorry to hear this. Please let us know if you need any assistance.

 

Thanks

 

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Message 4 of 26

In short, it was no better or maybe slightly worse for stability on the wireless. The worst point was when we were both in the lounge opposite the router with laptops and the SSID just dropped (dropped as in it vanished entirely from the list of available SSIDs and then came back) for both of us at the same time.

 

I've given up and going down another path, I've installed an access point from Ubiquiti and disabled wireless on the HG633.

 

So far, touching everything wooden this is providing a solid connection to the TalkTalk router and on the 5GHz I'm getting full speed.

 

I'll be sending one of the HG633s back shortly.

 

 

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Message 5 of 26

Hi Unreal,

 

Ok thanks for the update and please let us know how the connection compares.

 

Thanks

 

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Message 6 of 26

New device has been delivered and is up and running. Sadly not the 635 but we'll see how we get on with this 633.

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Message 7 of 26
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Message 8 of 26
Thanks Chris, I'll give it a go regardless and see how we get on. Usually takes a few days to manifest.
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Message 9 of 26

We can't specify the HG635 but I know that we've have been sending them out recently when HG633 stocks have been low so I'll order you a 633 and keep my fingers crossed 🙂

 

The router should be with you within a couple of days but please allow up to 5 working days for delivery

Chris

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Message 10 of 26

Hi Chris,

 

Thanks for that, I asked for the HG635 previously when the 3782 was replaced but was told they were no longer available.

 

I'd certainly be interested in trying that.

 

Thanks,

 

Unreal.

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Chris-TalkTalk
Support Team
Message 11 of 26

Hi Unreal,

 

I can't really help with advice about 3rd party routers but other members are free to do so. Generally the router just needs to have the option to configure IGMP for it to work with our TV service, please see this help article for further information

 

We could try another HG633 if you like, there's actually a chance that you'll get a HG635 depending on stock levels of the HG633


Chris

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Message 12 of 26

Thanks Michelle, I don't think there's a line fault, that all runs good since our last encounter.

 

You could send another 633 but what happens if it manifests on that too?

 

I'm tempted to try a third party device which I know you can't really support but I'm concerned about getting the TV service working properly through it.

 

 

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Message 13 of 26

Hi Unreal,

 

I've run a test on the line which hasn't detected a fault. Would you like us to send another HG633 router for testing purposes?

 

Thanks

 

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Unreal
Conversation Starter
Message 14 of 26

Thanks Keith, I'm at a bit of a loss as to what to do.

 

When it's working, it's great.

 

I even got over not being able to use the inbound NAT features for my public server to my private server (because this router doesn't map to an IP only a MAC which is a problem for the bridge). I'll soon be losing the bridge for a patched cable in to the switch so would be able to do it on MAC then anyway.

 

The old 3782 was terrible in comparisson, flakey wireless, flakey speeds but at least it had the NAT to IP.

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Message 15 of 26

I'll pass this to the OCEs for you.

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? 

Unreal
Conversation Starter
Message 16 of 26

Ok the issue is back again, I've run a packet capture for ARP and I can see my wired laptop asking for the ARP but get not reply.

 

I can tell you it also isn't signal related because I have a wireless bridge with a couple of devices cabled behind it, I can reach 1 of the devices behind it but not 2 others.

 

Network hosts stop responding.PNG

 

In this output you can see me on .24 ask for .2 .3 .5 and .10 and get a reply from only .5, well .5 is cabled in exactly the same way as .2 and .3 behind the Edimax bridge whilst .10 is a wireless printer.

 

If I reboot then TT router then everything starts repsponding correctly.

 

Another thing I've noticed that when the issue is happening the TT router lights are all flashing in unison with hardly any variation, usually you'd see Internet/Wirless/Ethernet and TV all be flashing at different times with the odd unison.

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Message 17 of 26

Yes, I agree about the forwarding tables in the switch module of the router, but I have never seen any such issues with the switching of frames in this router.

 

In your original post you said that it affects numerous Wi-Fi devices, hence why I think (without having seen any screenshots from a WiFi Analyser), the problem is interference on the channel used.

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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Unreal
Conversation Starter
Message 18 of 26

Yes well in L2 the router/switch still needs to know how to forward the frames so would have to keep a forwarding table of MAC addresses.

 

In any case I agree about the interference affecting the association.

 

I've seen similar things with multicast storms which is why I mentioned the IPTV.

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Message 19 of 26

If you don't see the MAC address of the printer in the ARP cache, it has nothing to do with the router. On a flat L2 network, the printer must answer the ARP request. My earlier comments about a WiFi analyser were aimed at WiFi interference, as if you do not get the ARP response from the printer, then it could be that interference is preventing the printer completely associating with the AP.

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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Unreal
Conversation Starter
Message 20 of 26

I'll check when it next happens, it's all currently stable after the router reboot. 

 

I wondered whether it's related to the way the multicast TT IPTV works and maybe it's filling up a table on the router. 

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