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.

[siphosethu-TT]

Yes, there's currently no update yet. Please note all escalation are sent to the back-office team to have a look at and get back to us, there isn't a given duration, so we just have to wait for now okay. I understand how frustrating this must be for you, please rest assured we are working hard to have this resolved as soon as possible. Thanks

[Deanosafc24]

So I’m guessing there’s no update yet? 

[Mandisa-TT]

Hi @AldridgeAndy you will be updated as soon as we receive an update, appreciate your patience. 

[Deanosafc24]

Well looks like there no follow up, I would just purchase your own router. 

[mandisa1-TT]

Hi there @AldridgeAndy I will follow up on this for you.

[AldridgeAndy]

For the last and final time ... TalkTalk Staff, do you have any updates to share on this? What have you been doing to investigate this issue behind the scenes?

[nambuso-TT]

Hi there @KeithFrench, I have passed this over to @nicolene singh1.

[KeithFrench]

No. I have requested that they investigate it, though.

[Deanosafc24]

So has Talktalk actually admitted there is a problem? And what are they doing about it ?

[KeithFrench]

Hi @Nicolene-TT 

Please can you ask Devices if there is any update on this for this customer @AldridgeAndy?

Thanks.

[AldridgeAndy]

Just a gentle reminder to see if we have any updates relating to this issue? 

[KeithFrench]

Thanks very much @Lorrainef 

[Lorrainef]

Hi Keith, I've not had any update from the team so far, I'll give them a chase.

[KeithFrench]

Hi @Lorrainef 

Any update from Devices about this one & what did they say?

[ferguson]

I'm afraid those traceroutes are doing no more than confirming whether or not your iPhone is connected to the router. 

[AldridgeAndy]

Interestingly with days working you can trace route to the Hub2…

 So to me it does look like it’s the hub rather than anything “back haul” … ?

[AldridgeAndy]

Just in case it helps, tonight’s “no data on my iPhone” …

 

 

 @KeithFrench I don’t know if this information is any use to you. It looks to me that even the router itself doesn’t respond to a trace route, that’s if you can trace route an internal IP Address? 

Anyhow, a few minutes later at 18:37hrs I’m posting this message.

These outages are so frustrating, hopefully a resolution can be found that doesn’t involve me having to purchase a routers to replace the two Hub2’s. 

[KeithFrench]

Hi @AldridgeAndy 

Thanks for this.

Hi @Lorrainef 

Please can you pass this one to Devices to investigate, as it might be a bug in V208 of both the Sagemcom FAST5364 or 5464. The full details from Andy are:-

My personal experience, I have an iPhone 15 which is my personal phone and an iPhone 13 which is my work phone. 

At my own house which has a Hub 2 and Fast 266 I only very occasionally experience the issue but it is across both devices but never at the same time. Prior to this when my personal phone was an iPhone XR and my work phone a windows phone the issue never occurred (with my Hub1), it was when I moved to a newer iPhone(s) that the issue first became noticeable. 

At my mums house which has just a Hub2, the issue arises more frequently. This affects my iPhone 15 and 13 and my mums iPhone 13 (she is basically housebound so the phone is near permanently connected to the Hub2 at her house). 

Bizarrely iPads and my work laptop are not affected by this issue. 

The current issue, iPhones will happily connect to the WiFi hub2 without any difficulty. Then occasionally you’ll pick up your phone to maybe respond to a WhatsApp message and WhatsApp is stuck on “connecting” or you’ll go on to Safari and try to navigate to Google.co.uk and the page request basically times out. You can leave your phone for 10-15mins and it will usually be able to retrieve data once again. Or toggling WiFi off and back on, or restarting the iPhone also restores connectivity until the next time. Some days you don’t notice / experience the issue, other days it can trip you up again and again and it becomes very frustrating. 

One of my friends who lives in Derbyshire who still has his Hub1 and an iPhone 12 or 13 also experiences this issue as do I when I’m there. It becomes almost funny when as a group of friends we visit his house. Alexa’s will be happily be playing music but out of the 5 of us at some point our iPhones will be unable to retrieve data, but it’s never that all iPhones are affected at the same time. 

Thanks.

[AldridgeAndy]

@KeithFrench hopefully this tag helps you locate the original message thread.

As discussed the “iPhone WiFi issue” is now presented itself on the Hub2.

Many thanks, Andy. 

[Gliwmaeden2]

Best to start your own thread, @Rakeshj.

Please return to the message board and click on start a topic. 

Staff reply during the day, Monday to Friday. 

Also add your Talktalk phone number or account number and other essential details in Personal Information. Go via your avatar; settings; drop down menu..... complete the information, and scroll down to find the button to SAVE CHANGES. 

Staff reply during the day, Monday to Friday.