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Wireless dropouts with HG635 router

AnitaI
First Timer
Message 5 of 5

I have been using talktalk fibre with the supplied hg635 router since 2014 without problem, however recently I have experienced total loss of wifi intermittently on all devices, regardless of distance from router.  When these dropouts occur, all wireless devices in the house lose connectivity at the same time, regardless of 2.4g or 5g channel - my wired devices all behave normally though.  This can happen every few minutes at times, and other times I can have hours of uninterrupted use.

 

Is my router ready for the bin, and if it is, is there a particular model I should replace it with?

 

I'm currently on the fibre 65 service.

 

Anita.

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4 REPLIES 4

Message 1 of 5

Hi Anita

 

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 🙂

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Message 2 of 5

Hi Debbie, 

 

After spending a few days checking for interference using wifi analyser and troubleshooting I am pretty sure I need a replacement router. 

 

If you could arrange that it would be awesome!

 

Thanks, Anita.

Message 3 of 5

Hi Anita

 

I'm sorry to hear this.

 

@KeithFrench provides really good advice on improving wireless performance and I can see that he has offered to help.

 

It would be worth trying this first and if you are still experiencing issues then we can send you a replacement router.

 

Thanks

 

Debbie

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KeithFrench
Community Star
Message 4 of 5

Slow speed, intermittent dropouts, breaks in the signal, or no signal on some or all devices, 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 by-product 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?

The HG635 is a dual-band router & offers both the older 2.4GHz & the newer 5GHz Wi-Fi bands. The problem is these are two different networks (SSIDs), but they share the same name, so you can't tell which one you are connected to. Log into the router (http://192.168.1.1) and enter a username of "admin" and use the unique router password (see the label on the rear of the router at the top).

Go to:-
"Customise my wireless network"

Append "5G" to the end of the network name of the "Wireless 5 GHz SSID" field. Then click "Save".


This will not fix your issues, but it will make it much easier to identify the band you are connected to. This way you will know which band is causing your problems.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

You may then wonder what was really the point of this if it won't solve the problem? This is because the whole topic is too complex to be dealt with in one post. The next stage involves sending out a guide to you to help you get me some important diagnostic results, so as 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.

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.
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