WiFi regularly dropping but light stays white

[Wavylou]

Hi,

I have a problem with my WiFi. (I have fibre 65). I ran a test from my account page and there is an open case, saying there is a problem with my router (Sagemcom-FAST5364).

The WiFi drops several times a day, but the light remains white. I have tried powering off for 20/30 minutes when it drops and this fixes it for a while, but it always drops again -sometimes after a couple of hours, sometimes within 10 minutes.  
All of the devices are affected: mobiles, iPad, my laptop, the TV. 
The router is connected to the only socket and I don’t have a test socket. 

I would really appreciate any help you can give me- my 2 teenagers are going spare! (As am I…)

thanks in advance 😊

[Michelle-TalkTalk]

Good morning,

Apologies for the delay with updates but our team have now advised - Update 8:40PM  December 17th 2024 - Our team are in the process of applying a solution to all impacted Wi-Fi Hubs and aim to resolve this by tomorrow morning.

Thanks

Michelle

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. We're currently looking into this issue now with our Escalation Team (white light on router but no internet connection) and I'll post back as soon as I receive an update.

Thanks

Michelle

[Wavylou]

Hi Michelle, thanks for getting back to me; I don’t know why it’s showing one reconnection. The WiFi has gone off at least once or twice a day over the last 4/5 days. It went off twice last night and again this morning. 
a factory reset this morning didn’t make any difference, I had to turn it off and on again before it would reconnect. 
Anything else?

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've run a test on the line which hasn't detected a fault and I can only see the 1 re-connection on the line. Have you tried factory resetting the router and then re-setting it back up again?

Thanks

Michelle