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Wireless connections dropping, but wired OK on HG635 router.

Hexagon
First Timer
Message 7 of 7

I've been having a problem with our TalkTalk SuperRouter this last month that keeps getting worse.

 

Any devices that connect wirelessly to the router eventually all get booted off and are unable to connect again until the router is completely reset. The router can appear as an option to be connected to but trying to connect gives a "wrong password used" error even though it is the correct password, whether from being saved previously or entered in again manually.

 

All wired connections are completely unaffected by this however, the router just seems to be having more and more problems with wireless devices.

 

Restoring the router to factory settings had no effect and the problem persists. The router model is HG635 and several years old at this point which may be the underlying cause of the problems.

 

Thanks for any help anyone can offer.

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6 REPLIES 6

Message 1 of 7

Hi Hexagon

 

That's great news, thanks for letting us know 🙂

 

Debbie

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Message 2 of 7

Thank you, the new router arrived and all problems have now been resolved.

Message 3 of 7

Hi Hexagon

 

Thank you 🙂

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

Message 4 of 7

Thank you for replying, I have added the requested information to the profile.

Debbie-TalkTalk
Support Team
Message 5 of 7

Hi Hexagon

 

Sorry for the delay.

 

I can send you a replacement router.

 

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

 

Debbie

Skynet_TX
Community Star
Message 6 of 7

Hi @Hexagon,

 

It may well be a fault developing with the router, but it would be worth checking just to make sure it is not just Wi-Fi interference (i.e. from a neighbours router) that is causing the problems.

 

There are a few things you could try to see if it is Wi-Fi interference causing the problems.

 

Split the SSID's on the router, this will allow you to give the 2.4GHz and 5GHz network bands different names, so your Wi-Fi devices will then see those two networks separately, you can then try connecting to one or the other to see if one gives a more reliable connection than the other. Doing this in itself won’t fix the problem, but it makes it easier to troubleshoot as you can easily see what device is using what band.

 

Change the channels that your router broadcasts the Wi-Fi signal on, you can use free smartphone Apps like this to see what channels are being used within range of your smartphone, you can then change your router to use channels that are less congested.

 

If trying the above makes no difference then it may indicate an issue with the router, the staff here would be able to help with that.

 

For one of the TalkTalk staff on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

 

Don't post any personal details in this thread, just add them to your community profile.

 

Then they will hopefully be able to respond to this post sometime next week. You may get faster support from the live chat or by phoning up during opening hours.