TalkTalk Sagemcom Hub - WiFi Issues

[AldridgeAndy]

Hi TalkTalk,

Hopefully you can help...

In March 2024 I updated my iPhone XR to an iPhone 15, since then my new iPhone keeps intermittently reporting "no internet connection" despite a full WiFi signal. A reboot of the router or the handset resolves the issue until it occurs again. All other devices connected via Wi-Fi continue to function as normal.

This is at both my own and my mums house that have the same model Sagemcom WiFi Hub.

At both locations with the Sagemcom WiFi Hub my car (Volvo AAOS) will not connect to the WiFi despite a strong signal.

My brother also has TalkTalk Internet but with Amazon Eero, my car connects fine there, and my iPhone's WiFi functions as expected, no intermittent reporting of "no internet connection".

Aside from buying an OpenReach VDSL2 modem and a set of Amazon Eero, are there any other options available to me?

iPhone is on IOS 17.5.1 but this issue existed with previous iOS versions since brought in March 2024. I've also disabled "Private WiFi Address" within iOS at locations with the Sagemcom router in case it was upsetting things. 

Volvo AAOS has recently had a big update from AAOS 11 to AAOS 12 and the issue persists.

Both Sagemcom Routers are on the latest version of Firmware.

Can you suggest a "next move" please?

Many thanks.

[AldridgeAndy]

Not yet, as the issue still persists with the TalkTalk Sagemcom router from iOS 17.4.1 right up to the recent iOS 17.6 and 17.6.1 releases.

[Debbie-TalkTalk]

Hi @Deanosafc24 

Please can you create your own topic on the Community, we can then take a look at this for you.

Thanks

[Deanosafc24]

Anymore information on this matter please? 

[Michelle-TalkTalk]

Hi Andy,

Apologies, no additional update as yet but the team are still investigating and testing this. We'll continue to chase for updates.

Thanks

Michelle

[Debbie-TalkTalk]

Morning Andy

I'm really sorry for the delays.

I've chased the team again this morning for an update.

[AldridgeAndy]

Hi, I’m sure others will have relayed this information to you, iOS 17.6 has now been released and the issue with “no internet access” is still present on my iPhone 15 when connected to WiFi from the Sagemcom Router. 

[Debbie-TalkTalk]

Thanks @AldridgeAndy 

I've passed this over to our Devices Team now and chased them for an update too.

Debbie

[AldridgeAndy]

Hi @Debbie-TalkTalk,

Just to add to this thread, as "belt and braces" I have raised this issue with Apple Support and they have ran diagnostics and basically said "no fault found". I have given the exact wording in the private message.

I have now "reset network settings" on my iPhone around three times in the past couple of months. The only two WiFi Networks now stored in my phone are my own home and my mums home. Both were added manually over the weekend.

Many thanks, Andy. 

[Debbie-TalkTalk]

Thank you @AldridgeAndy  🙂

[AldridgeAndy]

@Debbie-TalkTalk , sure I'll send across the serial numbers shortly.

Many thanks.

[Debbie-TalkTalk]

@AldridgeAndy 

Could you send me a Private Message with the serial numbers from both routers please? Our Devices Team want to take a look at this.

Thanks

Debbie

[KeithFrench]

No problem @Debbie-TalkTalk - I can now hang both 5364 & 5464 off the back of my network!

[Debbie-TalkTalk]

Thanks @KeithFrench 

I sure can. I will pass this over to our Devices Team now. Thanks for your help.

[KeithFrench]

There is no need for changes on the hubs Debbie. This may just be related to @AldridgeAndy's phone. 

It affects two 5364s in different properties, but is OK with another relation with TalkTalk & has eeros.

Perhaps @Debbie-TalkTalk you could pass this to the Devices team to see if they can replicate the issue with a similar iPhone.

[Debbie-TalkTalk]

Hi @AldridgeAndy 

Thanks for your reply.

Is the issue still happening after these changes?

[AldridgeAndy]

@Debbie-TalkTalk and @KeithFrench 

Just to confirm that I've already tried the "reset network settings" and disabling "private WiFi address" as per the advice on the Apple Forums.

Many thanks to both of you for your help.

[Debbie-TalkTalk]

@KeithFrench What does this mean, what changes need to be made?

[KeithFrench]

Hi @AldridgeAndy 

Just for completeness & no surprise, neither the 5364 nor the 5464 support 160MHz channel bandwidth.

[KeithFrench]

Hi @AldridgeAndy 

I have just checked & the 5364 does not support 160MHz bandwidth so I doubt if option 1 above is the problem.

[KeithFrench]

HI @AldridgeAndy 

Looking through the logs further to my PMs yesterday, during the periods of no internet that affects your iPhone, it made no attempts to connect at all & therefore no connection attempt was refused. However, that is in line with what you said about the phone not detecting the SSID during these times as well.

Strangely, it affects your property & your Mum's both of which have the 5364, but OK at your brother's who is also with TalkTalk & has eeros.

However, I may have found two possible solutions I found in the Apple Support Community:-

1. The iPhone seems not to like 160MHz bandwidth on the 5GHz band. Without powering one up to see, I can't remember what the bandwidth options are, but try limiting it to 80MHz.

2. One person said: Went to Apple store and talked with one of the experienced techs. He said the issue is the iPhone when you import from an old iPhone imports non-ideal network settings, not just your old iPhone passwords. Fix is below.

   Network -> General -> Transfer or Reset iPhone -> Reset Network Settings

   Wifi has been working like a charm since I did this. Read about this for hours and never saw this suggested anywhere else so figured I'd contribute.

This is the full article:-

https://discussions.apple.com/thread/255148144?sortBy=best 

Try these & let me know