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]

@Debbie-TalkTalk 

Had a call today from “faults escalation” from a newish member of the team who wasn’t clued up on this issue at all. What he did say was the Hub2 ordered for my address was ordered and immediately cancelled. Hopefully it has now been reordered. 

My mum has also received today another WiFi Hub, the second one since this issue has been discussed so I’ll be returning that to you as soon as I can as I did the one before it. 

This is really starting to drag on now and is becoming frustrating. 

For starters can you please confirm with absolute certainty that a WiFi Hub 2 is to be despatched to my home address and also to my mums home address? 

Any updates from TalkTalk / Sagemcom? The faults escalation guy didn’t seem to think anything was going on behind the scenes. 

[Debbie-TalkTalk]

Hi @AldridgeAndy 

I've asked our faults escalation team to contact you ASAP about the hub2 routers.

Sagemcom are still investigating. No further updates available at the moment.

[AldridgeAndy]

@Debbie-TalkTalk  Any updates that you can share regarding the whereabouts of the WiFi Hub2 Routers that must have been discussed/ordered/despatched two weeks ago now?

Any progress with the escalation to Sagemcom, if it’s not an issue restricted to TalkTalk firmware I would imagine there are a fair few ISP’s who deploy this kit have equally frustrated customers?

[Deanosafc24]

Any updates please 

[Debbie-TalkTalk]

Hi @AldridgeAndy 

Thanks for your reply.

Let me just check with our faults escalation team. Our Devices Team have chased Sagemcom for further updates again today.

[AldridgeAndy]

Hi @Debbie-TalkTalk  I did receive contact from your colleague on Faults Escalation 7-10days ago. He was going to send a couple of Hub2 Routers to try to see if that eased or resolved the issue. 

We’re still waiting on the replacement routers to arrive. Are you able to see if they have been ordered and despatched? 

Any updates from TalkTalk’s  escalation to Sagemcom at all? 

[Debbie-TalkTalk]

Hi @Deanosafc24 

Apologies, that message was for @AldridgeAndy 

[Deanosafc24]

No 

[Debbie-TalkTalk]

Hi @AldridgeAndy 

Did my colleague from our faults escalation team make contact with you?

[KeithFrench]

Hi Guys,

This was the stuff on Apple's recommendations:-

https://support.apple.com/en-is/102766 

[Deanosafc24]

Ok, I didn’t disable WPS 

[AldridgeAndy]

Did you disable WPS on both channels too and restart your iPhone? 

I’m expecting to get “no internet access” at some point soon,  as I’m sure TalkTalk technical team would have tried all the simple possibilities, but I’ve not experienced it yet since making the changes. 

[Deanosafc24]

I’m afraid I haven’t cracked it. The bug is still alive 🥴😡

[KeithFrench]

Guys, I seem to remember now you mentioned this, that iPhones can be very fussy over channel bandwidth. However, that was from a long time ago.

[Deanosafc24]

2.4GHZ - 20MHZ 

5GHZ - 80MHZ 

[AldridgeAndy]

@Deanosafc24  Out of curiosity do you remember the static bandwidth settings for 2.4 and 5ghz? 

I’m curious what your router was set too. 

I’ve adjusted two routers so far with apparent success and I’ve got a third one to do tonight or tomorrow. 

Will be interesting to see if optimisation undoes this possible fix, and also why the default setting from TalkTalk  isn’t “auto”, is there a reason such as a firmware bug? 

[Deanosafc24]

I’ve changed my bandwidth to Auto and it seems to be working upto now. 

wonder if we’ve cracked the PROBLEM 🤞🤞🤞🤞🤞

[KeithFrench]

Hi @AldridgeAndy 

Yes, WiFi optimisation can change the channel bandwidth, but if it is correct now (20MHz for 2.4GHz and 80MHz for 5GHz) it does tend to leave it alone. The extender should follow the router's configuration, but there are times when if the router is set to 20MHz the 266 will use 40MHz. I reported this bug some while ago now, it does not affect the 5GHz, which is OK.

[AldridgeAndy]

Hi @KeithFrench, my understanding is that it's not the actual broadcast channel, but the bandwidth allocated to the device(s) on that broadcast channel.

Does Wi-Fi optimisation adjust the "bandwidth" as well as the channel frequency? I was hoping it was just the broadcast channel frequency.

Any ideas if you can adjust the same on the Mesh extender?

[KeithFrench]

Alas, @AldridgeAndy WiFi optimisation can & will override all channel allocations that you have just set. If only we could get it disabled.....