FIbre Support

Get expert support with your Fibre connection.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Loss of internet connection

plodder
Team Player
Message 14 of 14

We are getting intermittent loss of internet connection, often detected by a laptop, tablet or phone which displays a message quoting the router ID. Also reception of catch-up TV on our TalkTalk box is frequently interrupted and I am wondering if the two are caused by the same problem?

The uptime figure on the router home page says just over 20 hours, but we have had no power problems in the last 24 hours.

TC
0 Likes
13 REPLIES 13

KeithFrench
Community Star
Message 1 of 14

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots that I have requested in my guide (no photos please they can be difficult to read as text can get out of focus when zoomed in), from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. If you prefer PM them to me. If you do PM me, then please add a link in there to this thread, so that I can find it easily.

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? 

0 Likes

plodder
Team Player
Message 2 of 14

Hi @Michelle-TalkTalk and @KeithFrench 

Thanks for your replies. I would be very glad of your assistance to sort this out, so if you would send me the guide I'd be very grateful.

TC
0 Likes

KeithFrench
Community Star
Message 3 of 14

Hi @plodder 

 

@Michelle-TalkTalk has asked me to help you with wireless issues. I can help you to get the best out of your wireless & then deal with issues such as should you split up the SSIDs, as that answer varies from customer to customer.

 

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 by-product of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

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.

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 4 of 14

Morning,

 

Thanks for the update. I've re-run the line test now which is clear and the connection looks stable for 8 days. @KeithFrench - would you be able to offer any advice on the wireless connection please?

 

Thanks

 

plodder
Team Player
Message 5 of 14

Hi @Debbie-TalkTalk 

 

Have been a bit busy, so apologies for no contact.

Still getting 'dropouts' watching catchup TV through the TalkTalk youview box, so tried to check individual components.

  1. The internet link from the browser is via TalkTalk powerline adaptors. These were re-set up to eliminate them, and seem OK.

  2. The set-top box (Huawei t360) seemed like the obvious culprit, but we found that the drop-outs came and went in patches – sometimes the program resumed streaming OK for some time after a few minutes of dropouts

  3. We are now also getting internet dropouts on laptops or phones that are connected through the router. This is risky as it can happen when doing banking transactions. But again it comes and goes, like during uploading files to Google Drive. We get messages saying 'you have lost connection', then it picks up again.

  4. None of this seems to be a line problem, as the router reports it has been up continuously for over 7 days now, but we've had frequent losses of internet connection.

Because of this, I haven't done anything about splitting the SSIDs in case it made things worse. My phone seems to hop from one to the other for no reason anyway. Is there anything to do with this likely to be connected with the problem?

Are you still seeing reconnections on the line?

TC
0 Likes

Message 6 of 14

Hi plodder

 

Thanks for your reply.

 

Split your router's SSID (wireless network name) - TalkTalk Help & Support

 

With my printer, I have to connect to 2ghz first on my device (phone) then under wireless devices select the printer. 

 

I have to do this every time for my printer, not sure if it's an issue but it works ok if I connect to 2ghz first and then connect to the printer.

0 Likes

plodder
Team Player
Message 7 of 14

Hi @Debbie-TalkTalk 

Never knew you could split SSIDs! Just looked it up and will try it out this afternoon. When I checked yesterday there was nothing on 5ghz, this morning my phone has swapped over to it! How do you tell a printer which one to choose? More feedback when I get results!

TC
0 Likes

Message 8 of 14

Hi plodder

 

Thanks for keeping us updated.

 

Do you usually split the wireless SSIDs to connect the printer? I know my printer will only connect on 2ghz.

 

Debbie

0 Likes

plodder
Team Player
Message 9 of 14

Hi @Debbie-TalkTalk 

Many thanks, the new router has arrived and been installed. Early days but the line speed seems fractionally faster! We connected laptops and phones OK, but I had trouble with two wi-fi printers and our TV. We would normally use the WPS button for these, but although the amber LED flashed for a while we didn't get a connection and had to partially reinstall the printers manually. Is there anything different about connecting in via WPS with this router?

TC
0 Likes

Message 10 of 14

Hi plodder

 

Sorry for the delay.

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

plodder
Team Player
Message 11 of 14

I posted a reply to @Debbie-TalkTalk to say yes I would appreciate a replacement router, but something must have gone wrong, because I don't see my reply on the forum.

Meanwhile we have tried streaming to a laptop and connecting via HDMI to the TV and had no problems. Obviously the signal still comes via the router, so maybe that's not where the fault is. BBC iPlayer and ITV Hub both give problems via the TalkTalk box, but that was only recently replaced by @Karl-TalkTalk - it's a DN360T. The router is a D-link DSL 3782 connected to the DN360T via Powerline adaptors..  The laptop was connected to the router over WiFi. Any ideas?

TC
0 Likes

Debbie-TalkTalk
Support Team
Message 12 of 14

Hi plodder

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults but I can see re connections.

 

Would you like me to send a replacement router for testing?

0 Likes

Skynet_TX
Community Star
Message 13 of 14

Hi @plodder,

 

What model of router do you have ?

Do you have both wired and wireless devices, if so, do you see the problem on both wired and wireless ?

 

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

 

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

 

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.