Not fit for purpose

[Tomcat13]

I’ve had trouble with everything disconnecting from the WiFi since switching to talk talk. At first it was every day, then after a software update it was every week or so. Well it hasn’t got any better. I’ve started logging the downtime when it happens and it’s not acceptable and could be deemed NOT FIT FOR PURPOSE. As I spend long periods away, is  the reason to have cameras and a reliable WiFi service. Every time it happens there’s nothing I can do until I get home and switch off the router and switch it back on again. Since the 16th January to 16th February it’s happened 9 times. Has anyone else had this problem. Is it time to cancel and see them in court to get the contract cancelled without penalty as being unfit for purpose. 

[KeithFrench]

That'll do.

[Tomcat13]

The router is a sagecom. That’s all I can out about it at the moment. 

[KeithFrench]

Hi @Tomcat13 

Sorry, but the "latest TalkTalk router" could be a Sagemcom FAST 5364, 5464, eero 6 or eero Pro 6, hence why I need the make & model.

Do not worry about interpreting the results, I will do that for you. I will send a PM to you that contains a link for a guide of mine on Wi-Fi interference. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free 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. Select the analyser of your choice & my guide explains how to use it.

If you are using Wi-Fi Scanner, then please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post, to preserve your privacy.

With all other analysers, please follow my instructions below.

Collect the screenshots that I require and include them in your reply.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos, please, as they can be difficult to read, because the text can get out of focus when zoomed in. 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.

[Tomcat13]

Hi Keith. I would be grateful for your help to solve the problem. I have the latest talk talk router. I would appreciate you sending your guide to me. Maybe I should look for cameras that run on 5g. Regards Tom. 

[KeithFrench]

Hi @Tomcat13 

Without investigating the problem, if it is down to WiFi interference as we suspect, that could very easily make it worse.

[Tomcat13]

Ok thanks Deb. I don’t know what could be interfering with it as it was fine before and nothing is different now. I was thinking of a WiFi extender like TP link to see if it would boost signal to things on 2.5g. Eg. Cameras. 

[KeithFrench]

You're very welcome, Debbie.

[Debbie-TalkTalk]

Thanks @KeithFrench 

[KeithFrench]

Hi @Tomcat13 

To save me having to read through all of the posts in your long thread, I will just go with your last reply, I agree with @Debbie-TalkTalk  that this does sound like WiFi interference. Which make/model of router do you have?

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.

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 will try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide 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.

[Debbie-TalkTalk]

Hi @Tomcat13 

Thanks for your reply.

This could be WIFI interference.  @KeithFrench 

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.

[Tomcat13]

Hi Debbie. It’s gone off once since on the 7th @19.17. Need to monitor it for longer really but not too bad up to now. I’ve recently noticed it seems to be only the things that run on the 2.5g side of the network that disconnect. The things on 5g still work which is the WiFi calling on my mobile. 

[Debbie-TalkTalk]

Morning @Tomcat13 

How are you getting on?

[Michelle-TalkTalk]

Hello,

I'm glad to hear this. We'll check back in with you after the weekend.

Michelle 🙂

[Tomcat13]

Hi Michelle.  Ok so far but it’s only been a day. Keeping fingers crossed. 

[Michelle-TalkTalk]

Morning,

Just checking to see how the stability has been so far?

Thanks

Michelle

[Michelle-TalkTalk]

Great thank you. If it does cause any issues then just post back here.

Michelle

[Tomcat13]

Ok thanks. Give it a few days and see what happens. 👍

[Michelle-TalkTalk]

Hi,

Ok, we're just rolling back the firmware now. If there is no change then we can book the engineer visit for you.

Thanks

Michelle

[Tomcat13]

Hi Michelle. Yes you can try it but it was worse before the filmware update. 

[Michelle-TalkTalk]

Hi,

I was just in the process of arranging the engineer visit, however I've noticed that your router firmware has recently changed. Would it be ok if we try the previous firmware first before we arrange the engineer visit to see if the connection remains stable?

Michelle