on 21-02-2022 01:40 PM
Hi, I purchased a iPad Pro (11 inch 3rd gen 2021) at Christmas. I'm having an issue with Wi-Fi dropping when it's in locked/sleep mode. This happens approx once every 2 days. So it's not all the time, but I can miss notifications when it does happen.
I have contacted Apple regarding the issue and have tried all the possible solutions, including a factory reset of the iPad. However it lasted a couple of days before the Wi-Fi dropped again. It usually connects again if I leave it a few minutes, but to get it back straight away I have to disconnect and reconnect Wi-Fi on my iPad. It always displays a full strength Wi-Fi signal even when it's not connected.
I'm sometimes getting this message: PRIVACY WARNING - THIS NETWORK IS BLOCKING ENCRYPTED DNS TRAFFIC. Which could be linked to the issue I'm not sure. However I've checked my router security settings and I'm on WPA 2 Personal which should be fine.
Apple have suggested that the firmware may need updating, could this fix the issue? If not they have suggested trying a different router. Please can you help with this? I have a spare TalkTalk hub, which I could try if the firmware update doesn't help.
I have attached a screen shot of no internet connection but a full strength Wi-Fi signal. My old iPad air 2 was fine using this router and I don't have any other problems with other devices.
Thanks in advance,
on 14-06-2022 11:17 AM
on 10-06-2022 12:45 PM
If you access your 'Community Profile' and scroll down to the bottom you should see a private notes box.
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.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 06-06-2022 10:08 AM
If you make a note of the tracking number and add it to your community profile, in the private notes section, I will add it to your account.
on 02-06-2022 03:32 PM
There is normally a returns bag sent with a replacement router and you should have been notified and reminded by email of this requirement, perhaps they landed in a junk/spam folder? The support team will look into this for you when they are back online from Monday.
on 02-06-2022 01:49 PM
Hi Michelle. On a separate issue I've just received my latest bill and I have an "Equipment charge" of £50 added. My bill is stating £85. Please can you help with this as I assume it was for the replacement router which you sent out? (My bill is normally £34)
on 07-03-2022 12:07 PM
07-03-2022 11:22 AM - edited 07-03-2022 01:48 PM
Hi Michelle. My iPad connection has been fine since using the Huawei router. I’ve had no drops at all since last Tuesday, when I started using it. So it looks like the iPad had a compatibility issue with the other router. Thanks for everyone’s help on this topic.
With regard to my speed, I’m still getting 54 Mbps download. I’ll try powering down my router for 30 mins in a few weeks or so, if it hasn’t gone back up.
on 04-03-2022 06:55 AM
Ok no problem.
Powering down the router for a full 30 minutes will just start a new session and this will often increase the throughput speed.
Please let us know how the connection is over the weekend.
on 03-03-2022 03:51 PM
Ok thanks. So I should switch the router off for 30 mins, then reboot it. I think I’ll leave it for now and do this after the weekend, just to see how the iPad’s connection goes. As I want to see how stable it is for a full three days.