Get expert support with your Fibre connection.
on 28-09-2024 01:10 PM
Hi, can you turn off the wifi optimisation on our router please? It keeps kicking our phones and tv off the wifi.
on 07-10-2024 09:38 AM
on 07-10-2024 09:33 AM
Hi @andyrhi
@Debbie-TalkTalk has asked me to help you with your WiFi issues, I think that this is most likely WiFi interference or router, booster & device locations.
Slow speed, intermittent dropouts, breaks in the signal or 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.
However, other factors should be investigated first. When this happens, what are the lights showing on the front of the router? Do you have any wired connections & if so, how do they perform?
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. The next stage involves sending out a guide to you to help you get me some important diagnostic results so that I can analyse them for you and recommend changes to your router configuration to solve them.
I only send this out to people who request it.
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?
on 07-10-2024 09:32 AM
Hi @andyrhi
Alternatively I can pass this to our faults escalation team and ask one of the team to contact you to discuss this further?
on 07-10-2024 09:27 AM
Hi Debbie, I'm happy to try different things, but we all know it's not going to work - previous posts about thus have shown its an issue with the router. You guys have even told people there's a firmware update coming etc.
So at the moment we're paying talktalk for a service with a known problem that doesn't work properly.
Can you speak to some people at talktalk about how much you'll be knocking off our monthly bill for this please? It's simply not acceptable to offer a service that doesn't work properly.
07-10-2024 09:13 AM - edited 07-10-2024 09:14 AM
Hi @andyrhi
It's a business decision to not switch WIFI optimisation off anymore.
Our Community Star @KeithFrench offers really good advice on improving wireless performance. Could you help please Keith?
on 07-10-2024 08:18 AM
It drops on the talktalk tv box and 2 android phones. But not on an iPhone. Doesn't matter how near or far any of these devices are from the router.
Pretty certain it's the wifi optimisation not any dead wifi spots. And from the number of posts on the forums lots of other people have the same problem with this sagemcom router. Why can't the wifi optimisation be turned off anymore? Talktalk did it on request for lots of other people.
on 07-10-2024 06:38 AM
on 04-10-2024 02:50 PM
Hi Debbie
Unfortunately it hasn't worked. Still got the same problem.
Can you suggest something else?
on 04-10-2024 10:03 AM
on 03-10-2024 11:42 AM
on 03-10-2024 11:41 AM
Hi Debbie, yes it's arrived. I'll set it up today and let you know tomorrow if it's helped.
Thanks
on 03-10-2024 11:17 AM
on 30-09-2024 10:46 AM
Hi Andy
No problem 🙂
Thanks
Debbie
on 30-09-2024 10:38 AM
Ok, thanks Debbie
on 30-09-2024 10:34 AM
Hi Andy @andyrhi
The WIFI booster/extender is on its way, please allow 48-72hrs for this to arrive.
Here is a set up guide for this Setting up and positioning your Wi-Fi Booster - TalkTalk Help & Support
Please let us know how the connection compares.
on 30-09-2024 10:28 AM
Hi Debbie,
Yes please arrange it.
How should I set it up ? And do you think it will help with this problem then?
Thanks
Andy
on 30-09-2024 10:21 AM
Hi @andyrhi
As we can no longer switch off WIFI optimisation I think we should send a WIFI booster to see how the connection compares.
Would you like me to arrange this?
on 30-09-2024 09:59 AM
Hi Michelle,
Yes please can you look into it.
The wifi will just lose the internet connection randomly, which throws the tv off, and our phones will show 'connected to wifi with no internet' or similar words. If we just turn the wifi off & back on (on our phones) they reconnect and have internet access. This does NOT happen on any other wifi network we use. Only talktalk.
From reading previous posts it seems it's caused by the wifi optimisation in the sagemcom router. That's why I asked if it can be turned off.
Thanks
on 30-09-2024 06:13 AM
Hi andy,
I'm sorry to hear this. Would you like us to look into your wifi connection for you to see if we can make any suggestions?
Thanks
Michelle
on 28-09-2024 01:40 PM
Another reason to leave talktalk early next year then.