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Devices not connecting to 5ghz band

Shazza6788
First Timer
Private Message TalkTalk
Message 9 of 9

Hi

New customer just completed 10days stabilisation and having problems with devices being kicked of the 5ghz band all onto 2.4ghz and nothing making a difference except factory reset. However this is temporary sometimes it be OK from a few hours to 24hrs then same problem again. Me and father have tried changing every possible setting but the end result is you are unable to connect to the Internet not even 2.4ghz. At times my speed has been 10 or  12 mbps and my package is 250. Can someone advise a fix or should I replace router? My router is the new sagemcom Wi-Fi Hub 2
version SG4K100174. Thanks

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8 REPLIES 8

KeithFrench
Community Star
Private Message TalkTalk
Message 1 of 9

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. 

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 2 of 9

Thankyou Keith OK I give anything a go what do u advise and what info do u need from me

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KeithFrench
Community Star
Private Message TalkTalk
Message 3 of 9

The point is, I examine the state of your WiFi & help you set it up to be the best it can be. This not only covers WiFi interference but also signal strength. This will also give a good idea as to why the devices are band steered over to the 2.4GHz band.

 

 

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 4 of 9

Hi Keith

 

Thankyou for getting in touch however I don't think it's to do with neighbours as all devices are are being knocked off 5ghz to 2.4 and getting stuck there even at 3am in morning. I'm now factory twice a day to get any device on 5ghz. I've followed all interference advice and dropping connection that talk talk give on here and still nothing. Earlier I connected via LAN my speed was 0.74mbps I'm on the 250 package I don't know what I'm paying for. It's worst than sky when on 80 fibre package

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Message 5 of 9

I've done that and now on wits end I've tried everything and still all devices are being knocked off 5ghz onto 2.4 and can't change this till factory reset I'm now doing 2 reset a day. And my connection earlier using LAN was 0.74mbps like slower than slow

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KeithFrench
Community Star
Private Message TalkTalk
Message 6 of 9

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? 

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Message 7 of 9

Hello,

 

Please do not post any personal information on the Community. Please can you add your Account Number to your Community Profile.

 

Thanks

 

Michelle

 

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Debbie-TalkTalk
Support Team
Staff
Private Message
Message 8 of 9

Hi Shazza6788

 

Please can you add your TalkTalk landline number or account number to your Community Profile, we can then take a look at this for you.

 

Thanks

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