wifi signal upstairs

[Tlambert1766]

The signal is generally ok downstairs - upstairs is virtually non existent .

We all turn wifi off on our phones and use data

would a new router or different make router solve this ?

thanks

[Debbie-TalkTalk]

Hi Tlambert1766

That's great news, I'm so glad to hear this 🙂

Thanks for your help @KeithFrench 🙂

[KeithFrench]

You're very welcome.

[Tlambert1766]

Debbie 

the new router has fixed the issue 

thanks

Keith thanks for your patience and help really appreciated it 

[Debbie-TalkTalk]

Hi Tlambert1766

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

Please let us know how you get on.

Thanks

Debbie

[Tlambert1766]

Yes please 

thanks

[Debbie-TalkTalk]

Thanks @KeithFrench 

@Tlambert1766  Are you happy for me to send a replacement router?

[KeithFrench]

Hi @Tlambert1766 

I then think that the router must be faulty, as it is not transmitting out the 2.4GHz band, which is not only the most compatible, but also has the greatest range.

Hi @Debbie-TalkTalk please could you try a replacement router?

[Tlambert1766]

Hi again Keith 

thanks for all your help 

I have never interfered with the router don’t have the know how 

mall our devices upstairs struggle with Wi-Fi 

I have reset the router but there is no change - devices are still struggling 

[KeithFrench]

Is the WiFi analyser running on the same device that you cannot connect to upstairs? If not, perhaps the WiFi adapter in that device only supports the 2.4GHz band. As there is no 2.4GHz signal out of the router, this could explain everything. If you are unsure, please can you tell me which WiFi adapter it is & I will look it up for you.

[KeithFrench]

Thanks for the screenshots. You seem to have a good 5GHz signal both downstairs & upstairs, but no 2.4GHz signal at all. Have you purposely disabled this band? If you have, re-enabling it won't help due to a bug in the Sagemcom firmware at the moment, you will have to do a factory reset of the router. This can be done by pressing the recessed reset switch near the power button for about 10 seconds whilst the router is turned on.

[KeithFrench]

I do need a set of screenshots from downstairs & upstairs, so that I can compare them. If you do not know how to take screenshots, what device are you running the WiFi analyser on?

[Tlambert1766]

Sent a message but says I’m at my limit for private messages 

[KeithFrench]

Hi @Tlambert1766 

You need to download my guide over a working connection such as downstairs. Read the section "Are you suffering from interference – prove it first" and download the appropriate free WiFi Analyser for your device (perhaps a samartphone). Then take it upstairs, use it as detailed in my guide & get me the screenshots I need. Then go back downstairs & send me a PM with the screenshots in.

[Tlambert1766]

I haven’t been able to use the internet upstairs at all. Tried to download his instructions but haven’t been able to do that upstairs 

will try and download the instructions downstairs as soon as I can 

[Debbie-TalkTalk]

Hi Tlambert1766

How are you getting on? I can see that @KeithFrench has offered to help.

Keith provides really good advice on improving wireless performance.

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.

[KeithFrench]

Just downloading the guide does not solve anything, it is what is in it that counts.

[Tlambert1766]

Tried to download this upstairs 

no luck as the signal not good enough 

[KeithFrench]

I assume then as it is a Sagemcom, it is either the FAST5364 or the 5464 (basically the same as the 5364 with e addition of a phone port on the rear for Digital Voice).

I will PM you a link for a guide of mine on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of 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. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos please they can be difficult to read as text can get out of focus when zoomed in, from the analyser you are using (also in my attached guide). 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. If they are too small, I will not be able to read them & although I can enlarge them, this puts the text out of focus. 

[Tlambert1766]

Hi and thanks 

this is the router

 

[KeithFrench]

The most likely cause is either WiFi interference or just that the router is too far away from these areas.

Slow speed, intermittent dropouts, breaks in the signal, 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.

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.

If you would like me to help you, please can you specify the make/model of TalkTalk router that you are using?

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.