WiFi Dropping out

[phone23]

Hi

We had our internet upgraded in October to Full Fibre and it has been great until about 3 - 4 weeks ago. 

The Wifi suddenly seems to drop for a couple of seconds then reconnects.  If I turn the router off and switch back on it will be fine for a day or two but then have the same problem. At first it was every couple of days but now it is daily. 

Yesterday morning my granddaughter was playing her tablet and it disconnected 3 times in 30 minutes.  It will just disconnect for 1-2 seconds and says check your internet connection then reconnect. 

Last night I turned off the ONT and Router for 15 minutes and it has been fine until 14.45 today when dropped again.

We have a couple of tablets (different models) and a PlayStation using the Wifi and it happens to all of them. This can happen any time of the day - morning, afternoon or late at night. 

The router is on the 2nd floor and we get great signal in all the rooms. Speed is also great.

Wifi Signal strength is full bars on her tablet and I checked the speed of the tablet and it is 138 mbps. 

I also have a PC connected via Ethernet cable to the router and that is fine no problems with that.

The router we have is Sagemcom-FAST5464.

Would this be a problem with router?

Many thanks

[Debbie-TalkTalk]

Hi phone23

Thank you. I can also check the connectivity logs next week and speak to the team.

Debbie 🙂

[phone23]

Hi Debbie

Yes I can do that. I will let you know next week how I get on.

Many thanks

[Debbie-TalkTalk]

Hi phone23

Ok, would it be ok to monitor this this weekend and note the date and time of the drops? (if possible)

I can then check with our Devices Team to see if the wifi optimisation should be dropping out the connection this much when trying to optimise your connection,

[phone23]

Hi 

no it just drops for about 1 or 2 seconds and then reconnects straight away.  On the 15th after several drop outs i had my tablet open to the internet page and i could see the router name then it flashed no internet then came straight back on.

I think the only reason it is noticeable is because they are playing games and it kicks them out of the games. 

[Debbie-TalkTalk]

Hi phone23

The connection can drop for a moment (a very short time)

Did you say it was down for 15 minutes?

[phone23]

Hi Debbie

So far this morning no disconnections. 

Does changing the channel usually cause the wifi to drop out?

[Debbie-TalkTalk]

Hi phone23

Thanks for the additional information.

The drops could be related to our optimisation changing the wireless channel as I can see that this has occurred a few times on 15/05 and 16/05.

Have you experienced any re connections this morning? (so far)

[phone23]

Hi Debbie

it only effects the wifi.  My computer is connected with ethernet cable and that is fine.

We have several devices and they all get kicked off at the same time if they are connected to the wifi. They are all in different rooms

Brand new Galaxy tablet (2 months old), 3 Fire tablets and PlayStation 5.  it effects them all.

I downloaded a wifi analyzer and we have very good signal in all the rooms.  The router is in the middle of the house on the 2nd floor.  Speed is very fast.

Could it be a setting that needs changing?

[Debbie-TalkTalk]

Hi phone23

I'm really sorry to hear this.

Can I just check, does this appear to be affecting certain devices more?

I can check the connectivity for the device.

[phone23]

Hi 

I’m not sure if I needed to start a new post but I am having the same issues again as my original post last month. 

Since receiving the new router I thought the wifi drop out had improved but now I’m not sure if that is just because I am not connected when the drop outs occur.  They seem to happen at any time day or night and I can go days with no problems but since Saturday it’s back to dropping daily.

Tonight it was 4 times in 1 hour and last night the wifi dropped 7 times in 2 hours until I turned the router off and then it was fine until lunchtime today.

This evening I have been looking at the router logs to see if that would help and I noticed that every time we get disconnected just before there is a message  - 

WiFi security settings have been successfully saved and then the wifi drops for about 1 second and the next message shows 

Device was disconnected 

 There doesn't seem to be a set time when the security settings save, some days it saves every 5 to 15 minutes and other days once or twice

Could the security settings being saved cause the wifi to drop out?  

many thanks

[Debbie-TalkTalk]

Hi @phone23 

That's great news, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Debbie

[phone23]

Hi 

I have been testing the new router since last Monday.  It seems to be working better than the old router.

So I have returned the old router today.

Many thanks for your help. 

[Chris-TalkTalk]

No problem, thanks 🙂

Chris

[phone23]

Hi Chris

That's great thank you.

I will keep you updated

[Chris-TalkTalk]

Glad to hear that you've received the router. It's OK to try it for a couple of weeks

Chris

[phone23]

Hi 

I have received the replacement router today and just plugged it in. 

Hopefully this will solve the issue.

How long should I test it for before sending the old router back?

Thanks

[Chris-TalkTalk]

No problem, thanks 🙂

Chris

[phone23]

Hi Chris

Brilliant thank you.  I will let you know once i receive it.

thanks 

[Chris-TalkTalk]

Yes the replacement router will be the same, I'll order it now

Chris

[phone23]

Morning Michelle

Yes please. 

I have Digital voice, would the replacement router be the same so it would allow me to plug my phone in?

many thanks