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FIbre Support

Get expert support with your Fibre connection.

WiFi disconnecting devices

Durham10
First Timer
Private Message TalkTalk
Message 19 of 19

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.  

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18 REPLIES 18

Message 1 of 19

Hi Durham10

 

No problem 🙂

 

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

 

Thanks

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Durham10
First Timer
Private Message TalkTalk
Message 2 of 19

Yes please 

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Message 3 of 19

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.

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KeithFrench
Community Star
Private Message TalkTalk
Message 5 of 19

Thanks @Debbie-TalkTalk 

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 6 of 19

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

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Message 7 of 19

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

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KeithFrench
Community Star
Private Message TalkTalk
Message 8 of 19

Hi @Debbie-TalkTalk 

 

I have just sent it to you.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 9 of 19
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KeithFrench
Community Star
Private Message TalkTalk
Message 10 of 19

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.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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KeithFrench
Community Star
Private Message TalkTalk
Message 12 of 19

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

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Private Message TalkTalk

Message 13 of 19

Thanks Keith

I've carried out the analysis - attached

KeithFrench
Community Star
Private Message TalkTalk
Message 14 of 19

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.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

Message 16 of 19

Hi Keith 

We have the Sagemcom Talktalk Wifi hub

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Debbie-TalkTalk
Support Team
Staff
Private Message
Message 17 of 19

Hi @Durham10 

 

I'm sorry to hear this.

 

I can see that our Community Star @KeithFrench has offered to help.

 

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue.  Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.  If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc.  one of the TalkTalk team will jump in and help out.

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KeithFrench
Community Star
Private Message TalkTalk
Message 18 of 19

Slow speed, intermittent dropouts, breaks in the signal, no signal on some or all devices or no internet access might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a byproduct of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers a lot more from interference than the much faster 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

In other words, I try to help you optimise your Wi-Fi connection. If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

 

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?