Fibre router wifi dropping

[Judyaughton]

My wifi keeps dropping and then reconnects. The light stays white on the router when this happens. Can you turn off wifi optimization as have seen on here that has fixed the issue for some. Router is a sagecom fast 5464-2.t4. It has been rebooted and factory reset.

[Debbie-TalkTalk]

Hi @Judyaughton 

Thanks for your reply. Yes you can 🙂

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

Debbie

[KeithFrench]

Yes, it is exactly the same router model.

[Judyaughton]

Yes thats fine. Am amsuming i can plug my phone into it?

[Debbie-TalkTalk]

Hi @Judyaughton 

Thanks for the Private Message.

I can send a WIFI hub 2 router, are you happy for me to go ahead and arrange this?

[Debbie-TalkTalk]

Hi @Judyaughton 

Please can you send me a Private Message to confirm the name on the account, I can then check which router can be sent out.

Thanks

Debbie

[Judyaughton]

Hi Debbie

have added name and number to profile. Please send a replacement router.  Will it be a like for like or will i get a eero router as advertised for full fibre at the top of this page?

[Debbie-TalkTalk]

Thanks @KeithFrench 

Hi @Judyaughton 

Would you like me to send a replacement router? Please can you add your name and TalkTalk landline number to your Community Profile.

Thanks

Debbie

[KeithFrench]

OK, maybe the router is faulty. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

[Judyaughton]

Hi Keith

Its not signal strenght as it happens when sitting next to the router. The device has full signal when the issue occurs. 

[KeithFrench]

Hi @Judyaughton 

This may well be the case, but I really need to see the results as it could be a signal strength issue in certain parts of your property. Then based on what I see, I will make recommendations to TalkTalk on your behalf. Of course, I will move this thread to the Full Fibre board.

[KeithFrench]

Hi @Judyaughton 

No problem at all. 

Do not worry about interpreting the results, I will do that for you. I will send a PM to you that contains a link for a guide of mine on Wi-Fi interference. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free 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. Select the analyser of your choice & my guide explains how to use it.

If you are using Wi-Fi Scanner, then please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post, to preserve your privacy.

With all other analysers, please follow my instructions below.

Collect the screenshots that I require and include them in your reply.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos please as they can be difficult to read, because the text can get out of focus when zoomed in. 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.

[Judyaughton]

Hi @KeithFrench 

Can you send me the guide please.

[KeithFrench]

Hi @Judyaughton 

@Gliwmaeden2 has asked me to help you which will be a pleasure.

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.

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.

[Gliwmaeden2]

It's not possible to switch off WiFi optimisation these days, @Judyaughton  - a business decision. 

@KeithFrench may be able to advise you.