WiFi Dropping out

[phone23]

Hi

We had our internet upgraded in October to Full Fibre and it has been great until about 3 - 4 weeks ago. 

The Wifi suddenly seems to drop for a couple of seconds then reconnects.  If I turn the router off and switch back on it will be fine for a day or two but then have the same problem. At first it was every couple of days but now it is daily. 

Yesterday morning my granddaughter was playing her tablet and it disconnected 3 times in 30 minutes.  It will just disconnect for 1-2 seconds and says check your internet connection then reconnect. 

Last night I turned off the ONT and Router for 15 minutes and it has been fine until 14.45 today when dropped again.

We have a couple of tablets (different models) and a PlayStation using the Wifi and it happens to all of them. This can happen any time of the day - morning, afternoon or late at night. 

The router is on the 2nd floor and we get great signal in all the rooms. Speed is also great.

Wifi Signal strength is full bars on her tablet and I checked the speed of the tablet and it is 138 mbps. 

I also have a PC connected via Ethernet cable to the router and that is fine no problems with that.

The router we have is Sagemcom-FAST5464.

Would this be a problem with router?

Many thanks

[Debbie-TalkTalk]

Morning @phone23 

I've just sent you a Private Message.

Thanks

[Debbie-TalkTalk]

Hi @phone23 

Just sending you a Private Message 🙂

[phone23]

Morning Debbie

that's great thank you. 

I had a few more disconnections Monday and Tuesday but last 2 days have been OK.

many thanks

[Debbie-TalkTalk]

Hi phone23

Sorry for the delay. I've chased the team for an update.

[Debbie-TalkTalk]

Hi @phone23 

Perfect, thanks so much 🙂

I have passed this on and I will post back as soon as the team come back to me.

[phone23]

Hi Debbie

great thank you.  Just sent message

[Debbie-TalkTalk]

Hi @phone23 

I've just sent you one now saying Hi, you should see this if you click on your avatar on the top right hand side of the screen.

[phone23]

Hi Debbie

sorry how do i send a private message? I'm not seeing an option.

[Debbie-TalkTalk]

Hi @phone23 

I'm really sorry for the delay.

The team have asked me for some more information.

Could you send the below to me in a Private Message please?

Can't see the PlayStation connected, Can i get the MAC addresses of the tablets/playstation in question? Generally very little interference, there is a very small fluctuation in standard deviation, but not enough to impact service. Note some devices are struggling with signal strength - mainly Galaxy Tablet

Note a number of devices haven't been connected for days? Can we confirm the EU internal set up? CPE, extender (if applicable) etc

[Debbie-TalkTalk]

Hi phone23

Thank you. I'm just checking this with the team now.

I will post back shortly.

[phone23]

Morning Debbie

Please see update.  I’ve included last Wednesday and Thursday so you have 5 days’ worth of times and can see how often it happens. 

Same as before drops for 1 second and then reconnects

Disconnected	Date	Times
Wednesday	15/05/24	19.27 p.m
Wednesday	15/05/24	19.42 p.m
Wednesday	15/05/24	19.44 p.m
Wednesday	15/05/24	20.31 p.m
Wednesday	15/05/24	20.47 p.m
Wednesday	15/05/24	21.03 p.m
Wednesday	15/05/24	21.27 p.m
Thursday	16/05/24	12.06 p.m
Thursday	16/05/24	20.15 p.m
Thursday	16/05/24	20.30 p.m
Thursday	16/05/24	21.13 p.m
Friday	17/05/24	12.20 p.m
Friday	17/05/24	12.44 p.m
Saturday	18/05/24	No Disconnections
Sunday	19/05/24	13.54 p.m
Sunday	19/05/24	14.10 p.m
Sunday	19/05/24	15.20 p.m
Sunday	19/05/24	16.19 p.m
Sunday	19/05/24	16.59 p.m
Sunday	19/05/24	18.00 p.m
Sunday	19/05/24	19.11 p.m
Sunday	19/05/24	19.28 p.m
Sunday	19/05/24	19.42 p.m

It was fine Saturday but not great yesterday

Thanks

[Debbie-TalkTalk]

Hi @phone23 

How's the connection been over the weekend?

[Debbie-TalkTalk]

Hi phone23

Thank you. I can also check the connectivity logs next week and speak to the team.

Debbie 🙂

[phone23]

Hi Debbie

Yes I can do that. I will let you know next week how I get on.

Many thanks

[Debbie-TalkTalk]

Hi phone23

Ok, would it be ok to monitor this this weekend and note the date and time of the drops? (if possible)

I can then check with our Devices Team to see if the wifi optimisation should be dropping out the connection this much when trying to optimise your connection,

[phone23]

Hi 

no it just drops for about 1 or 2 seconds and then reconnects straight away.  On the 15th after several drop outs i had my tablet open to the internet page and i could see the router name then it flashed no internet then came straight back on.

I think the only reason it is noticeable is because they are playing games and it kicks them out of the games. 

[Debbie-TalkTalk]

Hi phone23

The connection can drop for a moment (a very short time)

Did you say it was down for 15 minutes?

[phone23]

Hi Debbie

So far this morning no disconnections. 

Does changing the channel usually cause the wifi to drop out?

[Debbie-TalkTalk]

Hi phone23

Thanks for the additional information.

The drops could be related to our optimisation changing the wireless channel as I can see that this has occurred a few times on 15/05 and 16/05.

Have you experienced any re connections this morning? (so far)

[phone23]

Hi Debbie

it only effects the wifi.  My computer is connected with ethernet cable and that is fine.

We have several devices and they all get kicked off at the same time if they are connected to the wifi. They are all in different rooms

Brand new Galaxy tablet (2 months old), 3 Fire tablets and PlayStation 5.  it effects them all.

I downloaded a wifi analyzer and we have very good signal in all the rooms.  The router is in the middle of the house on the 2nd floor.  Speed is very fast.

Could it be a setting that needs changing?