WiFi router IPhone bug

[Deanosafc24]

Is the NO INTERNET CONNECTION bug back? But now with WIFI HUB 2 

[KeithFrench]

No problem.

[Mandisa-TT]

Thank you so much @KeithFrench for the update.

[KeithFrench]

Hi @Mandisa-TT 

It is now affecting the Hub 2 as well as the Hub 1, as confirmed by @AldridgeAndy.

I have added this to my Bug List, which I will send to Lorraine so that it can be sent on to your Devices team.

[Mandisa-TT]

Hi @Deanosafc24 there is no known bug for WiFi Hub 2, if you are still experiencing the issue, what we can do is run checks on your line to identify what the issue is, let me know is you are still the issue and would like to proceed with the checks.

[KeithFrench]

Hi @Mandisa-TT 

@AldridgeAndy was only providing confirmation that this bug has returned. He was the first person to raise this with me. I cannot replicate it myself as I do not have any Apple products.

[Mandisa-TT]

Hi @AldridgeAndy If you want help, you cannot use someone else's thread.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

[Gliwmaeden2]

@AldridgeAndy, I am afraid that you have rather muddied the waters as staff are addressing the OP but replying to your answers. 

@kanya-TT, this IS @Deanosafc24's thread.

I think it is better to ask @AldridgeAndy to start a new thread. Please return to the message board and click start a topic to begin your own thread, @AldridgeAndy.

[kanya-TT]

We advise that you start your own thread, so that we may raise this concern for you.

Kanya

[AldridgeAndy]

@kanya-TT last time the Wi-Fi Hub's were monitored from their serial numbers by the devices team, and we were submitting logs of when the iPhones were being denied data from the Sagemcom Hubs.

The original poster @Deanosafc24 may wish to carry out these tests with you. But I don't have the time to put in the same effort that I did six months ago to assist TalkTalk.

Please bear in mind that iPhone / iOS has a 45% market share in the UK. That's an awful lot of TalkTalk customers that could be affected by this issue, so it would be wise to make your devices team aware.

[kanya-TT]

We recognize that performing these checks can be quite demanding, but we are conducting them because the Wi-Fi Hub 2 is expected to perform better. The diagnostics will also help build a solid case to escalate the Wi-Fi Hub 2 if we discover any issues.

Kanya

[AldridgeAndy]

@kanya-TT a lot of time, effort, and diagnostics from the support team went in to this last time. Have the tools that you have access to today changed dramatically from 6 months ago?

I'm sure your devices team are well aware of what the issues are and I suspect that this is where awareness needs to be raised as it now is causing issues across your two main devices Hub1 and Hub2.

[kanya-TT]

We can run diagnostics for this particular fault especially if you say the Wi-Fi hub 2 you have only issues with the iPhone? 

Kanya

[AldridgeAndy]

@kanya-TT  There has historically been a issue with TalkTalk Hub1... iPhones can see the wifi network and operate normally,  then all of a sudden the Hub1 will not pass data to the iPhone until the iPhone is restarted to reinitiate the connection.

Customers affected had their Hub1 replaced with Hub2. 

TalkTalk Hub2 has worked (for me) without issue since the swap, but is now experiencing the same issue as reported by the original poster @Deanosafc24 , that Hub1 suffered from. (this could coincide with the release of iOS 18.5)

But for absolute clarity, the issue only seems to exist with the TalkTalk Sagemcom Hub1 and Hub2 (I don't know anyone with a Hub3)

[kanya-TT]

Thanks for the clarity. Now when you mention iphone bug with you WIFI Hub, does this mean your Iphone is having problems connecting to the router?

Kanya

[AldridgeAndy]

@kanya-TT  the issue is definitely not resolved, please re-read the earlier messages. The "iPhone Bug" is back and present with Sagemcom WiFi Hubs.

[kanya-TT]

Thank you for the feedback, we take it as the issue is now resolved. You can check out the link below for features of our Eero offers.

Using eero's advanced features

Kanya

[AldridgeAndy]

Yes it's back, could coincide with iOS 18.5. Not sure why it's just the Sagemcom devices that have issues, I can't get the same issue to occur on an Eero WiFi Network.

So it's back to restoring connectivity with an iPhone forced restart, until the next time.

Hopefully firmware v208 will soon be replaced by an newer version and the issue will go away. 

[kanya-TT]

Hey there, @Deanosafc24. Please advise if you still need assistance. 

Kanya

[KeithFrench]

Hi @mandisa1-TT 

This is a known bug with the Hub 1, certainly, which I reported to your Devices team. I have never been able to replicate this as I do not have an iPhone.

[mandisa1-TT]

Can you please elaborate on the issue you are having with your services, so I can assist you further.