Connection between tv box and router

[chrishall57]

I've been having issues over the last few months where the connection between my tv box and the router crashes. It used to happen maybe once a week but is now happening several times a day. It usually resets itself within a minute or two but occasionally I have to manually reconnect the box.

TV Box is the 4K box, square with rounded corners.

There's no loss of connection between the router and other devices when this happens so I assume it's the TV box playing up.

Any advice on what I need to do?

Thanks

[KeithFrench]

I'll take your word for it, as I have no idea which of those devices is your TV. You can customise their names to make them more user-friendly if you wish.

Wi-Fi interference is very changeable, by the minute or even second. You would need to set the adapter to at least prefer the 5G band, but I bet the TV does not have that option.

[chrishall57]

Seems it is compatible and connected via 5GHz.

connections

[KeithFrench]

First off, is it even 5GHz compatible?

[chrishall57]

Hi Keith, thank you for looking into this!

If it is interference/congestion that is causing me problems and the 5GHz band is 'less congested' then does my 4K box have the capability to connect to the route via the 5GHz band? If so how would I do that?

Thanks

[KeithFrench]

Hi @chrishall57 

If your TV connects to the 5GHz band, there should be no particular problems (assuming these screenshots were taken near the TV). However, if it only connects on the 2.4GHz band, that is a different matter. Your 2.4GHz band is totally congested and there is nothing you can do about it, other than considering a wired (Ethernet) connection. This could be achieved with a pair of Ethernet power line extenders if the router & TV are on the same electrical ring circuit.

[KeithFrench]

Thanks @Karl-TalkTalk 

Hi @chrishall57 

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. 

[chrishall57]

Thanks Keith, anything I need to do now?

[Karl-TalkTalk]

Hi

I've turned optimisation off for this router.

Thanks  

Karl. 

[KeithFrench]

Then please request that TalkTalk disable it for you.

[chrishall57]

Thanks Keith, 

I have not had any optimisation disabled on the router. I have used it as it came out of the box.

[KeithFrench]

Hi @chrishall57 

Before doing anything I need to know if you have requested WiFi Optimisation be disabled on your router, as per my last post? If not, just reply requesting it to be disabled & when TalkTalk have done this for you, I will send you my guide.

[chrishall57]

Hi Keith, 

Just to sum up the issue:

I might lose connection between the router and devices like phones, tablets maybe once or twice a month. Usually reconnects itself after a few minutes.

There is a disconnection between the TV Box and the router which started off infrequently but is now happening several times a day. I get the Disconnected bar coming up on the tv screen and usually it reconnects after a minute. Sometimes it doesn't reconnect and I have to go into the TV Box settings and manually reconnect. I would point out that the WiFi network and password in this case is still visible in the TV Box settings, it just doesn't reconnect on its own.

If you can send me the guide that would be great.

Thanks

[Karl-TalkTalk]

Hi Chrishall57

Work with Keith and he can help troubleshoot your wifi connection.  If Keith identifies a possible faulty router, he can ask us to send one to you.

Thanks  

Karl. 

[KeithFrench]

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 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.

Have you had TalkTalk’s Wi-Fi optimisation disabled on your Sagemcom FAST5364/5464 router? When this is enabled, as it is by default, it has the power to override any Wi-Fi configuration changes that I might suggest that you need to make. This will not help rectify this type of problem if Wi-Fi Optimisation is allowed to change my suggested settings. Only TalkTalk can do this for you, you cannot do it yourself. If not, just request they disable this for you in your reply.


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.

[chrishall57]

Good point!

WiFi between the router and the TV box.

[KeithFrench]

You still have not answered my other question, namely:-

How is it connecting to the router, via Ethernet, Powerline adapters or WiFi?

[chrishall57]

The TV Box iz the Netgem N7950-T2C-8-AB2

The router is Sagencom Talk Talk Wi-Fi Hub

Let me know if you need any more info.

Thanks

[KeithFrench]

What make/model of TV box are you referring to? Which make/model of router do you have? How is it connecting to the router, via Ethernet, Powerline adapters or WiFi?