Serious Wifi Connection Problems

[ProfessorPolygon]

Hi,

I have m joined TalkTalk last year and everything was fine with the WiFi Black Hub (DG8041W) router.

My fibre wall socket was in my kitchen which meant the wireless signal was OK for the whole house apart from the top floors which it struggled with. 

I received the offer last year to get a new fttp line put in but to keep the same speed so figured I'd do it since in the future I might want faster. I was told I'd be able to get it installed in the kitchen over the phone when I explained my requirements since its the best location for it in our house. 

On the day the engineer said it was best to put it in the study which was at the front of the house. He said the WiFi would be fine from there. Since then the WiFi doesn't reach half the house. My Samsung £1500 smart TV is constantly losing connection so watching netflix, amazon TV or YouTube is impossible half the time. I have a young boy who can't watch YouTube kids now either most the time so it's quite frustrating to say the least.

I have to change WiFi channels checking the WiFi analyser app on a near day to day basis and even then when I set to a non busy channel I'm getting buffering issues and pixelated playback like I'm back in 2005. Also my gaming has become near impossible on the top floor. Before it was playable but now I'm getting signal drops and poor speeds. I've tried multiple WiFi adapters. 

I even pull the router closer in the study off the shelf it's on and have it stretched across the room which doesn't really improve things. Unfortunately I dont have the old fibre wall socket as I redecorated my kitchen so got rid of the needless wall connections. 

I hear there's another router you offer, a Sagemcom I think the regular hub not the black hub, which I would like to test for improvements. I feel at the very least this is what you should offer since the current router just isn't capable anymore.

It's been going on for months and I've literally tried everything so I don't really need troubleshooting anymore. I'm lost. If there's another router I can try then great but if not I'd like to be compensated for purchasing a third party router which better WiFi coverage.

I look forward to your response. 

Kind regards 

Jay

[Michelle-TalkTalk]

Hello,

Thanks for confirming. Can I just confirm, is it currently just the TV which experiencing an issue at the moment? Are all other wireless devices ok? What speeds are you seeing if you run a speed test please?

Thanks

[ProfessorPolygon]

Hi yes the router is turned on right now. 

[martswain]

Sounds like you need to follow my original suggestion and either connect the TV over ethernet using a cable or powerline adapters.

Alternatively add a WiFi access point on a higher floor using either of the above methods.

The issue is not likely to be the TT router, with that in its new location there isn't a strong enough signal being received by the TV for the streaming service to perform well.

[Michelle-TalkTalk]

Hi,

Is the router currently switched on at the moment?

Thanks

[ProfessorPolygon]

There's no way of checking wired unless I move my 55inch TV downstairs. I can't do that unfortunately. 

[Debbie-TalkTalk]

HI Jay

Are wired connections ok?

[ProfessorPolygon]

---

@Debbie-TalkTalk wrote:

Hi Jay

That's great 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

---

So looks like the issues are back. Can barely even play 1080p content let alone 4k now. It worked well for around 2 days but since the weekend it's been dreadful. Buffering and bad quality when watching natflix movies.

I've tried elevating the router higher but no improvement. What else could the problem be? I'm lost. I knew I shouldn't have got the new line upgrade. Now I'm stuck with a terrible wifi connection and frustration every evening.

Speed tests show good ping and speed from close to the router so that's fine but wifi isn't great. 

[Debbie-TalkTalk]

Hi Jay

That's great 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[ProfessorPolygon]

Hi,

So far so good thanks. Hopefully it stays that way.

Thanks again for sending the router. Much appreciated.

Kind regards

Jay

[Debbie-TalkTalk]

Hi Jay

How has the connection been since the WIFI optimisation was switched off?

Thanks

Debbie

[Debbie-TalkTalk]

Hi Jay

No problem 🙂

The WIFI optimisation has now been switched off.

Thanks again.

Debbie

[ProfessorPolygon]

Hi, 

Yes thanks the router arrived yesterday evening. I connected it up and seems to be running fine so far. Will have to test further once we watch netflix over the next few days.

Could the WiFi optimisation be turned off please so I can set the wifi channels manually. 

Many thanks

Jayesh Ranavaya

[Debbie-TalkTalk]

Hi Jay

Has the router arrived?

Thanks

Debbie

[Debbie-TalkTalk]

Hi Jay

No problem 🙂 I will switch the WIFI optimisation off once the router is connected to the line.

Thanks again.

Debbie

[ProfessorPolygon]

Thanks Debbie. I'll give it a go once it arrives. I'll want the WiFi optimization off as I'd want manual control of the channels to stay clear of my neighbours network setup on channel 1. Will post once it's connected. 

Thanks a lot for your help!

[Debbie-TalkTalk]

Hi Jay

I have ordered a Sagemcom wifi hub, please allow 48hrs for this to arrive.

Please let us know once the new router is connected and we can also switch off the WIFI optimisation.

Thanks

Debbie

[ProfessorPolygon]

I have tested a lot of different WiFi channels. My neighbour has quite a few WiFi connections set up for their kids, for guests, etc etc which are all on channel 1. They have always been channel 1 from what I remember. I am currently the only one on channel 6.

Maybe it's a WiFi range problem rather than a channel problem I'm not sure. Of course trying a different brand router is the first thing I would like to test as I have tried different settings etc with my current router. 

After a long hard day at work the last thing I want to keep doing every evening is messing around with the router trying to get netflix to even load.

So the other sagecom router doesn't let you pick WiFi channels manually? That does sound annoying but you say I can have that auto feature disabled to allow manual switching? 

[ProfessorPolygon]

I am currently using the black WiFi hub. I believe it's the Huawei DG8041W. 

[Michelle-TalkTalk]

Hello,

Can I just confirm, are you currently using the Sagemcom Wifi Hub? Would you like us to switch off the wifi optimisation to see if there is any improvement?

Thanks

[martswain]

To answer your last point, you will not get compensated for buying a third party router.

Forget about your old socket, that was a phone line and will not work with FTTP.

Which model router are you now using ?

If you are still with the Huawei Hub then then you can manually set the WiFi channels and as that device does not have optimisation, it will stay on your selected channel.

If you neighbours have routers that keep moving to your selected channel, unless you know them well and can agree a solution you are between a rock and a hard place.

Unless your router has developed a fault your best bet is to use another WiFi access point connected to your main router with an ethernet cable or via powerline adapters.

TT may offer you a replacement router to try and that would probably be a Sagemcom device which has the sometimes annoying WiFi optimisation software which doesn't always select the best channel, that feature can only be disabled by staff, not the end user.