Internet connection issues but router says all good!

[Mycjets]

Morning all,

For the last 4 months I've been experiencing regular drop outs. A replacement router was sent. This improved but now have  no internet issues intermittently yet the router has a white light, stable indicating connected. The router occasionally drops out. Slow speeds are evident occasionally down to 5mb. Users in my house report they cannot connect to WiFi yet router shows it available. Repeatedly carry out line tests and many occasions shows a fault. All I get back in a text saying we think we've solved your problem but if you have still then contact a bot called sara which is absolutely useless.

Rebooted router numerous times and for 30 mins as requested.

Unfortunately, I'm getting tired of talk talk. Every time there's a problem you just send another router instead of further investigations. You have tested the line yourselves but say it's ok. How about you monitoring it for while or looking deeper?

Looking at the line check right now it shows a fault. This will disappear soon I'm sure but will be back. Last year I had all this, same stuff but mostly drop outs. New routers supplied etc. Eventual BT came and repaired a fault with the line external to my property. Maybe there's an issue again or BT have been in a local cabinet and disrupted something.

It needs fixing.

I get nowhere with talking to talk talk as they say reboot the router and generally don't understand. I mostly get support from you guys but on this occasion it needs deeper fault finding. Look forward to any support you can give.

 

Thank you

N H

[KeithFrench]

Thanks for that info.

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 that 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. If you prefer PM them to me. If you do PM me, then please add a link in there to this thread, so that I can find it easily.

[Mycjets]

Many thanks for your reply. The router is the latest sagecom from talktalk. I've attached a picture of the label on the rear. Hard wired send to be ok. It's strange though that before all this started it had been stable for a long time. The router is connected right next to the BT socket which is the type that doesn't require any additional filters. Hope this helps and thank you.

 

[KeithFrench]

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.

Do you have any wired connections & if so, how do they perform?

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?