Wi-fi keeps dropping. Happening for 2 weeks now.

[Ash123456]

Good afternoon. For the last two weeks the week keeps dropping on on devices like the iPhone, Android phone and laptop. I have to reset the router and switch off/on the devices. This is a major headache as I work from home 2 days a week. How do I request a new router or router to test the connection? Many thanks.

[Chris-TalkTalk]

Hi Ash,

I'm sorry, we no longer switch off wifi optimisation

Chris

[Ash123456]

Michelle

Please turn off wifi optimisation for my account.

Thanks

Ash

[KeithFrench]

I didn't send you my guide until 27-03-2024.

Rather than having this discussion as to whether you sent me the screenshots or not, please can you just send them to me via a PM. I can't offer you any help without seeing them.

[Ash123456]

Keith. You replied to me on 23-03-2024 02:44 PM after I sent the images. Regards. Ash

[KeithFrench]

I haven't received a PM from you at all. Please could you send them again, thanks.

[Ash123456]

Hi. I did send the screenshots as you requested previously. Ash

[KeithFrench]

Hi @Ash123456 

I am still waiting to see the screenshots from the WiFi analyser, as per the guide I sent you.

[Ash123456]

Hello Michelle. The wifi issue has gotten worse. It is the same issue faced by me, my wife and children. How do I go about getting a replacement wifi router to test if that is the issue? If I cannot get a replacement test wifi router, how do I purchase a replacement wifi router? With thanks. Ash

[KeithFrench]

Yes, that will be WiFi interference, if you can get the screenshots PM'd to me that I require, I should be able to help you.

[Ash123456]

Michelle. I have connected a laptop via Ethernet and get no breaks on the internet. It only breaks when using WiFi. Is this a case of WiFi interference? Thanks. Ash 

[Ash123456]

Keith. I have connected a laptop via Ethernet and get no breaks on the internet. It only breaks when using WiFi. Is this a case of WiFi interference? Thanks. Ash 

[KeithFrench]

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos please they can be difficult to read as text can get out of focus when zoomed in, from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. 

[Ash123456]

Keith. Please send me the guide to get the diagnostic result. Thanks. Ash 

[KeithFrench]

You can use any compatible 3rd party router that you want. WiFi Optimisation is only supported by the Sagemcom routers. However, if the issue is, as I suspect, a WiFi reception issue, changing routers without resolving the issue will get you nowhere.

It is up to you if you want my help or not.

[Ash123456]

Keith. I have a Netgear router. Can I try this router? Do I have to use the TalkTalk supplied router? Cheers

[Michelle-TalkTalk]

Hi Ash,

WIFI optimisation monitors the connection and picks the best wireless channel for your line. Some customers find choosing their own wireless channel helps the connection.

Michelle

[KeithFrench]

Hi @Ash123456 

I am waiting to hear if you want my help or not.

When WiFi optimisation is enabled, as it is by default, it has the power to override any Wi-Fi configuration changes that I might suggest that you need to make. This will not help rectify this type of problem if Wi-Fi Optimisation is allowed to change my suggested settings. Only TalkTalk can do this for you, you cannot do it yourself. If not, just request they disable this for you in your reply.

In other words, I try to help you optimise your Wi-Fi connection. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

[Ash123456]

Michelle. What is wifi optimisation? Thanks

[Michelle-TalkTalk]

Hi Ash,

I'm sorry to hear this. Would you like us to switch the wifi optimisation off to see how this compares?

Michelle

[Ash123456]

Michelle

I have worked from home two days in a row and the suggested fixes have not worked. Wifi keeps dropping. What are my next steps? Regards. Ash