New customer, frequent connection drops

[oibara]

Hi all, I was wondering if anybody was able to help. I switched from Plusnet to Talktalk at the start of the month (Fibre 65), and ever since I've had internet outages pretty much every day. Originally I thought it was just the connection settling down, but it's quite consistent and it's been three weeks now. I didn't have the problem with my previous provider, and the line seems to be fine; I'm getting similar Event Log details to some other people (see below), and I think they mostly solved their issue by getting a third-party router sent to them by Talktalk support. Would this be a good step to take now? I've done the usual of plugging into master socket, resetting, etc., and the Live Chat support found no issues on the line either.

2022-05-19 15:08:22 |INFO|WIFI|[32:f5:38:c6:49:aa]-TALKTALK665C68(5G):recv DISASSOC(STA deauth leaving or has left),RSSI:-67,StaMode:14,StaNum:3
2022-05-19 15:08:22 |INFO|WIFI|[32:f5:38:c6:49:aa]-TALKTALK665C68(5G):DISASSOC(disassociate from the AP)
2022-05-19 15:11:03 |INFO|WIFI|[f0:c8:14:3e:2d:0f]-TALKTALK665C68(2.4G):recv AUTH request
2022-05-19 15:11:03 |INFO|WIFI|[f0:c8:14:3e:2d:0f]-TALKTALK665C68(2.4G):send DISASSOC(STA disassoc leaving or has left),RSSI:-52,StaMode:8,StaNum:2
2022-05-19 15:11:03 |INFO|WIFI|[f0:c8:14:3e:2d:0f]-TALKTALK665C68(2.4G):DISASSOC(disassociate from the AP)

Thanks in advance if anybody is able to help.

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this, thanks for confirming 🙂

Thanks

[oibara]

Hi all,

Just a note to confirm that I've received and set up the new router (I forget the full model No. but it's a 'FAST') and tested it by uploading things while using the net/downloading/speedtesting, and it looks to have sorted the issue. Thanks very much to everybody for your prompt help.

[Karl-TalkTalk]

No Problem 🙂

Karl 

[oibara]

Thanks Karl, Michelle and Skynet - will let you guys know how it goes.

[Karl-TalkTalk]

Hi

router ordered for you.

Thanks  

Karl. 

[oibara]

Hi Michelle,

I think that would be a good thing to try, yes - thank you. I've seen that it's worked for some other people with the same 'disassoc' errors to do with uploading, so fingers crossed. In the meantime I can keep trying different channels in case I get lucky.

[Michelle-TalkTalk]

Hello,

Would you like us to send a different router for testing purposes to see how this compares? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[oibara]

Hi Michelle,

I've tried moving the devices between 2.4 and 5Ghz and also switching between three different channels (I used the ones suggested in a TalkTalk guide) and the same issue occurs - everything is fine, but when I upload material for work, or save Cloud files, everything drops until the upload is complete. I was just uploading a 150mb file, and the upload continues while all devices (including the uploading device) cannot connect to any websites, and lose connection for chat etc. It seems like using Upstream in some way stops all Downstream until it's over. This happens on all the different channels and bands.

[Michelle-TalkTalk]

Hello,

Ok please let us know how the connection compares.

Thanks

[oibara]

Hi Michelle,

I just had the wireless drop (right after trying to upload some files for work, so uploading seems to be the trigger as I've seen in some other threads here) and tested the wired connection, which was still OK. I think it's possible that the 5GHz channel is dropping and not the 2.4GHz because the only thing that stays on is a wireless security camera we have, which I noticed says it can't use 5GHz networks. I'll see if I can switch to that and let you know what happens.

[Michelle-TalkTalk]

Morning,

Thank you. I've run a test on the line which is clear and the connection does look stable. Have you tried a few different wireless channels to see how the stability compares?

Thanks

[oibara]

Thank you Skynet and Michelle - I have updated now. The first number is my unused landline number and the second is my mobile.

The router model is a Huawei DG8041W-2.T5. I think you're right that it is the WiFi dropping across all devices rather than the connection, as I can remember the light stays solid. I'm waiting for it to happen this morning, and when it does I'll go down with a laptop and quickly try to connect via wired to see if it's still up. The router hub Uptime suggests that it hasn't lost connection (before I reset the router it said 6 days uptime despite the drops I experienced) so I think it probably is to do with the WiFi.

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:
 

• Name
• Telephone number
• Alternative contact number
   

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

[Skynet_TX]

Hi @oibara,

What model of router do you have ?

Do you know if the problem is with the router losing its connection to the internet (in which case a light on your router which is normally constantly lit will change colour or flash), or is it that you are losing Wi-Fi connection between your device(s) and your router (in which case the light(s) on the router will just carry on looking normal).

Do you have any ‘wired’ devices, do they also lose connection ?

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.