Some devices on WiFi show as connected but have no internet connection.

[chsmeister]

Hub: Sagemcom

Hardware Version: FAST5464
Software Version: SG4K100174

I have had talk talk for roughly 1 year 8 months and not experienced any issues up until the last 1-2 months where connectivity of WiFi devices have been struggling with an intermittent fault. Most noticeably is my iPhone. The device shows connected to WiFi with full signal strength either upstairs or downstairs.  I can be sitting right next to the hub and it shows connected yet there is no internet connectivity.  I can see the Internet connection is fine as my devices connected with ethernet do not suffer from the same problem. When my iPhone is in this state of connected to WiFi but no internet connection - I did a test to see if  the iPhone can even connect to the router default gateway address (web gui) but it cannot.

The workaround is to disconnect the WiFi and enable it again and that resolves the issue on my phone but during the periods it has ‘phantom disconnected’ but shows connected I miss WhatsApp phone calls because of this which is not ideal.  When I get home from work now, I default to disabling the Wi-Fi on my phone as it’s just so unreliable lately – I don’t want to miss an important call from my family.

I have noticed the same problem with my ring camera Wi-Fi devices, and my partner has also reported that her laptop sometimes disconnects even though the Wi-Fi shows as connected.

I have tried contacting support and was offered by support to do a factory reset on the hub. This was offered during my lunch break and it was not an ideal time because my partner was WFH.

I have since tried a factory reset during a more convenient time through router’s web GUI however that did not help as I’m still experiencing the problem.

If anybody could help I would greatly appreciate it.

[chsmeister]

Thank you. 

[Karl-TalkTalk]

Hi

There are no further updates as yet.  This has been flagged previously but as yet no new updates.

Thanks  

Karl. 

[Gliwmaeden2]

All I can do is re-escalate this for you, @chsmeister.

[chsmeister]

Hi Gliwmaeden2,

I am kindly requesting an update on this visibly known defect (at least on this community forum) between Sagemcom and some mobile devices. 

Kind regards,

chsmeister

[Karl-TalkTalk]

No Problem 🙂

Karl 

[chsmeister]

Hi Karl,

I see, okay.  Thank for this information and prompt response. 

[Karl-TalkTalk]

Hi

We currently only provide the Sagemcom Wi-Fi Hub.

Karl.

[chsmeister]

Hi Karl, 

Okay. If this helps with the investigation the iPhone I have is iPhone 12 Pro. 

Model Number: MGMN3ZD/A
iOS Version: 17.6.1

I know your hands are tied at this point until waiting for an answer and I really appreciate what you have tried so far. Do talk talk provide alternative hardware, or am I going to be forced to switch provider? I am out of contract and reluctant to sign a contract for another 18 months for this very reason. 

[Karl-TalkTalk]

Hi

OK, with the latest update to Iphone, some uses have reported a similar issue.  Our devices teams have raised this with Sagemcom directly and are awaiting an update from them.

Thanks  

Karl. 

[chsmeister]

Hi Karl, 

I have just got home and my iPhone has the same issue. Full signal and the WiFi is connected however it's reporting "No Internet Connection", I can't load pages on safari and no apps can connect to internet. This is on the 5 GHz band

My PC from which I'm typing from now (ethernet connected) - it  cannot ping the iPhone's current IP address. 

My iPhone cannot connect to gateway address of sagecom.  In this state its completely dead connection wise.

What I have just done to temporarily resolve it:
On my iPhone; I have  disabled the WiFi from control centre and then enabled it again and now my iPhone can connect to the talk talk sagecom gateway address. My apps are now working on the iPhone. 

I have performed the same ping from my PC again and it can now ping the iPhone. The IP address did not change. I didn't move at all during this and I was about 3 meters away from the router (line of sight, nothing obstructing it). 

This is the same behaviour I have been observing for the last 3-4 months. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[chsmeister]

Hi Karl,
Thank you for letting me know the setting change.  👍

[Karl-TalkTalk]

Hi

I've changed one of the settings to read only to try and stop the auto channel changing from here.

Thanks  

Karl. 

[chsmeister]

Hi Karl

Thank you for looking into this and for changing the WiFi channels. This is something me and Keith explored, but after a while the Sagecom seems to automatically set it back to what it thinks is best. 

I will keep an eye on the issue. It's an intermittent issue and sometimes I will not notice it for a couple of days. When it does happen to my iPhone, if I just wipe down to access the control centre, disable and then enable the WiFi it sometimes fixes it. 

Out of curiosity which other settings did you adjust on the router? 

[chsmeister]

Hi Gliwmaeden2,

Thank you, I really appreciate it. 

[Karl-TalkTalk]

Hi

I've made a change here to your Wi-Fi channels as I can see some congestion,  currently on 2.4Ghz, channel 6 and 11 are in use by a few other devices around you.

I've made a couple of other changes to see how this behaves over the next 24hrs, and if still happening I'll push a later firmware to see if that is better.

Thanks  

Karl. 

[Gliwmaeden2]

Re-escalating this for you, @chsmeister, so it will be back in the queue for attention. 

[chsmeister]

Hi Michelle, 

I sincerely apologise for me taking this long to reply.  I had been building up the courage to factory reset my iPhone 12 Pro, set it up as a new device just to rule out it was anything weird configured on my iPhone.  I wanted to ensure could still log into all my important applications and that my iMessages would restore from the cloud. It took me the entire weekend, but I managed to set my iPhone up as a new device. 

Unfortunately I am still experiencing the issue where even though I have full WiFi signal on my iPhone, and only few meters away from the sagecom I get the issue where I have no internet connection. It's utterly bizarre. 

I am seeing a lot of similar posts in the fibre section of this community. Could it be an issue with the router?

[Michelle-TalkTalk]

Good morning,

Have we ever tried a replacement router?

Thanks

Michelle

[KeithFrench]

If it isn't the iPhone @chsmeister have you had the router replaced at all?