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FIbre Support

Get expert support with your Fibre connection.

Wifi optimisation

andyrhi
Team Player
Private Message TalkTalk
Message 72 of 72

Hi, can you turn off the wifi optimisation on our router please? It keeps kicking our phones and tv off the wifi.

71 REPLIES 71

KeithFrench
Community Star
Private Message TalkTalk
Message 41 of 72

Hi @andyrhi  @Debbie-TalkTalk @Michelle-TalkTalk 

 

I will try & look at this in a while for you Andy, but I am very busy today with all sorts of TalkTalk stuff. However, from the quickest of glances (only about 2 seconds), I don't think there is anything that can be done about your 2.4GHz band. I have never seen such a congested band at all. When I do have a proper look, my view may change on that.

 

What channels seem to work, before WiFi Optimisation kicks in?

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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Private Message TalkTalk

Message 42 of 72

Hi Keith, 

 

Zip file with report attached.

 

Thanks

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Message 43 of 72

Thanks Keith, will look at this today!

Message 45 of 72

Thanks Michelle

Message 46 of 72

Hello,

 

I've also asked our Tech Escalation Team to contact you as requested.

 

Thanks

 

Michelle

 

KeithFrench
Community Star
Private Message TalkTalk
Message 47 of 72

Hi @andyrhi 

 

Depending on what I find, I may be able to pass this to TalkTalk's Devices Team to consider making any exception with WiFi interference, but this will be based on evidence that I present to them, based on the information that you send me.

 

Do not worry about interpreting the results, I will do that for you. I will send a PM to you that contains a link for a guide of mine on Wi-Fi interference. 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.

If you are using Wi-Fi Scanner, then please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post, to preserve your privacy.

With all other analysers, please follow my instructions below.

Collect the screenshots that I require and include them in your reply.

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? 

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KeithFrench
Community Star
Private Message TalkTalk
Message 48 of 72

Hi @andyrhi 

 

Are you responding to me or @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? 

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Message 49 of 72

Hi Keith, please send the guide, willing to try anything.

We have 2 wifi boosters set up, coverage is good. I can believe there may perhaps be interference but even if we adjust things surely the wifi optimisation will just wreck it again when it decides to do its thing.

In addition, apple products in the house are utterly unaffected.

Wired connections when used have no problems at all.

I've seen you help people on this issue before on the forum, I'd be interested to know your opinion about why this happens with the sagemcom router especially.

 

Please send the guide, thanks !

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Message 50 of 72

Yes, please do Debbie. At the moment it looks like we'll be leaving talktalk.

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KeithFrench
Community Star
Private Message TalkTalk
Message 52 of 72

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? 

Message 53 of 72

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?

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Message 54 of 72

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.

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Message 55 of 72

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?

Message 56 of 72

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.

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Message 57 of 72

Hi @andyrhi 

 

Is the connection dropping on the same devices?

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Message 58 of 72

Hi Debbie

 

Unfortunately it hasn't worked. Still got the same problem.

Can you suggest something else?

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Message 59 of 72
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Message 60 of 72
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