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 @Debbie-TalkTalk 

The factory reset didn't help, the customer has also tried moving the 266 a bit closer, but that wouldn't help. The problem is that the WiFi signal from the 5464 keeps dropping totally about every minute or so. When it is broadcasting OK, the backhaul signal strength at the 266 is excellent. The router's location would seem to be OK as well.

Please can you change the router? 

[Debbie-TalkTalk]

Thanks @KeithFrench 

@delypo please let us know how you get on after the factory reset?

[KeithFrench]

Hi @delypo @Debbie-TalkTalk 

The signal measured of the backhaul network coming from the router is very low and yet earlier screenshots that you sent me, show it as excellent. This is clearly the difference between it working & not working.

Since the later firmware has been put on the router, have you tried a factory reset on the 5464? If not, I think this is the first step, as I had a lot of WiFi instability when I first tried this version.

If after doing that it still remains the same, then I think the router will need replacing.

[delypo]

@KeithFrench have just Dm'd you with the Android Wifi Analyser screenshots.

[KeithFrench]

I am waiting on the customer to see if he has a dual-band phone that can run a WiFi analyser, as I need to monitor the backhaul network from the 5464.

[KeithFrench]

Hi @delypo 

Thanks for the files, they'll be perfect. I will look at them tomorrow & get back to you.

[delypo]

For attention of  @KeithFrench 

[Debbie-TalkTalk]

Hi @delypo 

Apologies, our Devices Team have paused the firmware updates for the moment.

As soon as the firmware update starts again then I can update your router firmware.

[Debbie-TalkTalk]

Hi @KeithFrench and @delypo 

Would you like me to try and update your router firmware?

[KeithFrench]

Hi @delypo 

I am still trying to find out what firmware your router needs to be on, to support the new F266 V2. Hopefully, I will have an answer for you very shortly now.

[delypo]

@KeithFrench I have just pm'd you with the screenshots and info requested.

[KeithFrench]

Hi @delypo 

I have never seen this 266, as you say it must be a new one. Does the documentation give a lights guide & if so what is it? What happens if you log into the router and go into Manage Advanced settings, then click on the gear icon for either the 2.4GHz or 5GHz bands. Then click on the Wi-Fi Mesh tab and the Overview and Extender sub-tabs. Please can you get me screenshots of these?

@Michelle-TalkTalk - I am going to PM you about this.

[delypo]

@Michelle-TalkTalk I've just watched the light sequence again. It actually turns from solid blue to intermittent flashing between blue and green, then changes to flashing orange for quite a while, then a brief solid green, to solid blue. All this takes about 3 minutes.

[delypo]

 

[delypo]

@Michelle-TalkTalk each time the connection drops the status light starts flashing blue, then flashing green, then flashes orange until it becomes solid  orange followed by solid blue again once reconnected.

How do I establish the FW version please?

@KeithFrench thank you, but this particular version I have received (I'm assuming it maybe an updated one?) definitely only has one status light underneath. I will see if I can post a photo shortly.

[Michelle-TalkTalk]

Thanks @KeithFrench  🙂

Michelle

[KeithFrench]

Yes I will be able to help later this morning. However, there are three lights on the 266, not one.  Please can you recheck them?

[Michelle-TalkTalk]

Hi @delypo 

I'm sorry to hear this. Does the light change on the booster when this happens please? What version of FW is currently showing on the booster?

Thanks

Michelle

[delypo]

@Debbie-TalkTalk  I am grateful to have received the Sagemcom F@st 266 UK V2 WiFi Booster this week thank you. However, whilst I have successfully paired it with my Sagemcom WiFi Hub 2 Fast 5464 Router (and on doing so achieve a steady blue status light on the Booster) within two and a half minutes the connection drops. It reconnects after a couple of minutes but then crashes again a couple of minutes later. This pattern keeps repeating itself over and over regardless of whether the Booster is in the same room as the Router or  if it is placed in an adjacent room.

I have tried rebooting both the Router and the Booster and also used the 'pin' reset button on the Booster and paired  it to the router again. All to no avail.

Can you or @KeithFrench offer help?

[Michelle-TalkTalk]

Morning,

I'm really sorry for the delay. It's looking like it might be the end of July before we can send the adapters.

Michelle