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Wifi connection dropping

simhub
Chatterbox
Message 11 of 11

Hi, I need some help please.

 

For a few months now we've been having problems with devices losing their wifi connection to the TalkTalk router.  It happens at the same time for all (or sometimes almost all) devices on wifi, and it happens for devices connected to 2.4GHz and 5GHz bands (which have separate SSIDs).  My PC is wired over ethernet and is never affected.  Turning the router off and on again always resolves the issue.

 

I'd love to tell you what router I have but it doesn't seem to say anywhere on it.  It's black and covered in holes!

 

What can I try to fix this please?

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10 REPLIES 10

Message 1 of 11

Hi

 

The Huawei hub has been ordered for you.

 

Thanks  

 

Karl. 

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Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


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Message 2 of 11

Thank you for getting back to me so quickly Michelle.  Yes, a Huawei Wifi Hub would be wonderful please.

 

Thanks

 

Simon 

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Message 3 of 11

Hi Simon,

 

I'm really sorry but there has been a delay with the new firmware as further testing is now required. Would you like us to send a Huawei Wifi Hub in the meantime?

 

Thanks

 

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Message 4 of 11

Hi Michelle

 

This problem has not gone away yet unfortunately.  Can you please confirm when the firmware update is due, and how I can check whether it has come through?

 

Thanks

 

Simon

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Message 5 of 11

Hi Simon,

 

Ok thanks for confirming. We should be hopefully starting to roll this out at some point this month so your router should be automatically updated.

 

Thanks

 

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Message 6 of 11

Hi Michelle

 

That's great, thank you.  I will wait until the new firmware first and maybe we'll try a new router if that doesn't fix it.

 

Thanks

 

Simon

Michelle-TalkTalk
Support Team
Message 7 of 11

Hi simhub,

 

Thanks for the additional update. This particular issue should be resolved when the new version of firmware is rolled out later this month. Would you like us to send a Huawei Wifi Hub or would you prefer to wait for the new firmware?

 

Thanks

 

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Message 8 of 11

OK, profile updated.  I've had another look and the router is a SagemCom FAST 5364-3.T8.

 

To clarify what's happening, all devices connected to wifi will sometimes lose internet access and give a DNS error.  They are still connected to the wifi but can't access the internet.  My PC (which is connected over ethernet) continues to work.

 

Thank you for any help.

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Michelle-TalkTalk
Support Team
Message 9 of 11

Hi simhub,

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks

 

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martswain
Philosopher
Message 10 of 11

If you pull out the WiFi password card on the back, the manufacturer name will be revealed.