Inconsistent wi-fi

[delypo]

I have had  the Huawei HG633 router for nearly 10 years. Whilst the fibre broaband speed coming into the house meets what Talk Talk guarantee, I experience WiFi inconsistency most days, with devices dropping connection, which requires frequent reboots of the old router to re-establish the WiFi connection.

I can see you offer a superior router to your new customers. As a customer of almost 18 years standing, could my old router please be upgraded? Thank you.

DP

[KeithFrench]

Hi @delypo 

@Michelle-TalkTalk has asked me to help you to try & improve your 2.4GHz Wi-Fi speeds. I assume that your replacement router is the Sagemcom FAST5364?

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.

However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?

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.

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.

[Michelle-TalkTalk]

Morning,

Thanks for confirming. @KeithFrench - Would you be able to offer any advice on this please?

Michelle

[delypo]

No, they are older devices and will only connect at 2.4 GHz.

[Debbie-TalkTalk]

Hi delypo

Thanks for your reply. I'm glad to hear that the connection has improved.

Can these devices not connect on 5ghz or will they only connect at 2ghz?

[delypo]

Hello Debbie

We have seen an improvement with the new router.

A more stable WiFi connection has been witnessed (notably our CCTV playback is constant, compared to several gaps we were seeing with the old router) and we have not noticed any drop outs.

We have moved two mobile phones and a Tablet onto the 5GHz Wi-fi frequency and get consistently good speeds of 60-67Mbps on these devices in every room of the house.

However whilst speeds on devices using  the 2.4GHz frequency are better than they were, they still vary from room to room (between 20 and 50 Mbps -  most often on the mid-low end of this range). Unfortunately, our laptop is not dual band and is used in an office-come-conservatory at the back of the house (router is situated on the same level but at the front of the home). Similarly devices on the 2.4 GHz frequency situated in the back bedrooms also produce slower speeds. 

So, whilst things are better on the whole, do you have any further suggestions that may improve speeds on those devices restricted to 2.4 GHz?

[Debbie-TalkTalk]

Hi delypo

How's the connection been over the weekend?

[Debbie-TalkTalk]

Hi @delypo 

That's great 🙂

I will check in again with you on Tuesday to see how the connection has been over the weekend.

[Chris-TalkTalk]

OK thanks delypo 🙂

[delypo]

Hi Debbie, the new router has just arrived. I will set it up at the weekend and will provide some feedback in a week or so to give me time to test it and to compare its  performance to that of the old router.

[Debbie-TalkTalk]

Hi delypo

That's great, thanks for letting me know 🙂

[delypo]

Hi Debbie

Yes, received a notification yesterday that it's on its way, thank you.

[Debbie-TalkTalk]

Hi delypo

Have you received a notification for the router delivery?

[Debbie-TalkTalk]

Hi @delypo 

Thank you 🙂

Debbie

[delypo]

Thank you both. I will keep you posted.

[Debbie-TalkTalk]

Hi @delypo 

I'm really sorry to hear this.

I've ordered you a new router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks @KeithFrench 

Debbie

[KeithFrench]

I can offer a lot of help with this sort of issue. However, it would be best to get your router replaced first. If you still have problems after that, let me know.

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.