WiFi disconnecting devices

[Durham10]

For the last few weeks some of the devices connected to wifi keep randomly disconnecting.  We then have to switch the WiFi off or reconnect the device. It’s not a loss of wifi as other devices remain working and the white light is on the router. It’s not the distance from the router either as some are right next to it or are in the same room.  

[Debbie-TalkTalk]

Morning @Durham10 @KeithFrench 

I'm really sorry about this. I've contacted our Devices Team now and I will post back here as soon as I have further information.

I will also post back to confirm once I'm able to order the extenders too.

Thanks

[KeithFrench]

Hi @Debbie-TalkTalk 

Since the Devices team moved the 5GHz band to channel 100 and set WiFi Optimisation to read-only, it has not changed the channel until yesterday. It has now reverted to the original channel group (36 - 48) it was using before and now all of the disconnections are back. Please can you ask the Devices team about this for me?

[Michelle-TalkTalk]

Morning,

Apologies, we'll post back here as soon as we have an update.

Thanks

Michelle

[Durham10]

Thanks Debbie

Im hoping this helps as the problem with my devices disconnecting seems to be getting worse!

[Debbie-TalkTalk]

Hi @Durham10 @KeithFrench 

I can't order this as yet sorry. I will post back as soon as I'm able to place the order.

Sorry for the delays.

[KeithFrench]

Hi @Debbie-TalkTalk 

Have you got the stock of 266 WiFi Boosters in yet, to supply @Durham10 with one?

[Debbie-TalkTalk]

Hi Durham10

No problem 🙂

As soon as I'm able to place the order then I will let you know.

Thanks

[Durham10]

Yes please 

[Debbie-TalkTalk]

Hi @Durham10 and @KeithFrench 

Our Devices Team have come back to me to confirm that they have made some changes on their side to help with the wireless.

They also suggested that you would benefit from using a WIFI extender to help with poor coverage on certain devices.

If you would like me to order an extender I can do this when they are back in stock hopefully next week.

[Debbie-TalkTalk]

No problem 🙂 @KeithFrench 

[KeithFrench]

Thanks @Debbie-TalkTalk 

[Debbie-TalkTalk]

Morning @Durham10 and @KeithFrench 

I'm just waiting on our Devices Team to come back to me with their findings. I will let you know as soon as I have further information.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @KeithFrench 

Thank you. I've asked our Devices Team to take a look and I will post back here as soon as I have further information.

Debbie

[KeithFrench]

Hi @Debbie-TalkTalk 

I have just sent it to you.

[Debbie-TalkTalk]

Hi

Thanks @KeithFrench 

I will look out for your PM.

[KeithFrench]

Hi @Debbie-TalkTalk 

From the analysis I have done for this customer, both the 2.4GHz and 5GHz WiFi bands on this Sagemcom 5364 are way over-subscribed & suffering adjacent channel interference. There are some better channels (2.4GHz channel 1 and 5GHz channel 52) that should sort out the customer's problems. However, WiFi Optimisation does not select these channels.

I will PM you about the way forward here.

[Debbie-TalkTalk]

Thanks @Durham10 and @KeithFrench 

[KeithFrench]

I am currently analysing the results supplied to me by the customer. I will report back here when this is complete.

[Durham10]

Thanks Keith

I've carried out the analysis - attached

[KeithFrench]

Hi @Durham10 

I will PM you a link for a guide of mine on Wi-Fi interference a bit later this morning. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free 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. Select the analyser of your choice & my guide explains how to use it. Collect the screenshots that I require and include them in your reply. 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 as they can be difficult to read, because the text can get out of focus when zoomed in. 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.