Tlak Talk Intermittant Internet Connection

[ShahAA]

Hi,

I'm on Fibre 65 with max Speed vrying between 40-46 Mbs.

I have had a new talk talk router sent a month or so back (thank you).  It seems i get intermittant disconnection from my devices and the router. Also extremely slow speeds sometimes of less than 1Mbps. When i do speed tests etc it can sometimes pick up later. It never used to be like this before.

I am unsure if the router is disconnecting me or if the Talktalk connection is at fault. When i do  a connect test it says there are intermittant drops in my connection and to chat to talktalk. However the chat box opens but no one seems to answer! 

I have changed WIFI channels. Made sure only a select few devices are connected. It seems this disconnect affects all devices and i think at the same time. This makes me think is the router faulty or the connection to talktalk?

Any advice? 

[Debbie-TalkTalk]

Hi ShahAA

Unfortunately we are no longer able to switch off wifi optimisation.

Is it only the wireless connection dropping? Are wired connections ok?

[Gliwmaeden2]

Switching off optimisation may adversely affect other aspects of your service, @ShahAA, so it is not currently available. 

Previous posts and replies are therefore not relevant currently in this situation. 

[ShahAA]

Can i ask how this can be disabled? I have looked into the software and settings but cannot disable it. I suspect this auto switching is causing dropped signals for us. I have seen online This is something that can be done at your end as i have come across numerous TalkTalk help topics where this has been done for people with good effect. 

[Debbie-TalkTalk]

Hi ShahAA

I'm glad to hear that the connection is performing better with the new router.

Apologies, we are unable to switch off WIFI optimisation.

Thanks

Debbie

[Gliwmaeden2]

Wifi optimisation can't currently be switched off even by support staff, @ShahAA.

[ShahAA]

Hi, 

My new router works better. Not 100% perfect but less cutouts. 

I will send the old router back to the Talktalk Returns, EN110AQ address.

One Favour, is there ANYWAY i can diable wifi optimisation. I think this may be somethingthat needs to be done at your end, i wonder if i do that then i will get less dropouts. I am now thinking the dropouts are due to wifi channel changes. I read somewhere you guys need to DISABLE wifi optimisation. 

Thanks. 

[Karl-TalkTalk]

Hi

Please do return the other router as soon as you are able.

Regards,

Karl. 

[ShahAA]

Yes, i have the bags and once i know things are improved in a weeks time i shall send the old router back. Thanks once again. 

[Debbie-TalkTalk]

Hi Shah

Thanks for letting us know.

Did you receive a pre paid returns bag in the box the new router arrived in?

[ShahAA]

Hi Debbie, received it on Tuesday. Just set it up today.

I will see how it goes. It seems i can access the itnernet and all is working, but hoping i dont get dropped connections and bootouts (Seems the router kicks everyone off) like the last one. If its all ok, I will let you know, but will need about a week to test stability. If its all fine, let me know how to send the old router. thanks. 

Shah 

[Debbie-TalkTalk]

Hi ShahAA

Have you received the replacement router?

[Debbie-TalkTalk]

Hi ShahAA

No problem 🙂

I will check in again with you next week to see how the connection is with the new router.

[ShahAA]

Thank you. 

[Debbie-TalkTalk]

Hi ShahAA

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

In regards to the router channels, I just wanted to check if the connection was stable until the channel changed again?

[ShahAA]

That would be great.

Can i ask, you asked me about the channels resetting. what significance does that play..?

[Debbie-TalkTalk]

Hi ShahAA

Would you like me to send a new router for testing so we can rule this out?

[ShahAA]

Hi Debbie,

Yes, it seems the connection defaults to 6 on 2.4g and defaults on the on 5g as well. BUT i dont think this is the reason this is happening because even when defaulted it still kicks me off and my device has to reconnect. If it was only one device i would understand but it seems its my home PC and other phones in the house as well.  

[Debbie-TalkTalk]

Hi ShahAA

Thanks for the additional information.

When the connection next drops, could you check to see if the wifi channel has changed back?

[ShahAA]

Hi Debbie,

So i have rebooted the router. This can occur intermittantly through the day, a sudden drop in my device connecting to the router. Sometimes my deveice will then find hte router nad reconnect automatically. Its as if the router deced to kick us all off the network!

The wifi channels stay (i think)

its owrking perfectly fine now but intermitantly will kick us all out. 

[Debbie-TalkTalk]

Hi ShahAA

Thanks for the additional information.

Can I just check, when this issue happens do you reboot the router? Or have you tried rebooting the router and retesting again?