Please turn off Wifi Optimisation

[Gigabytes517]

I'm having issue with my Sagemcom Fast 5364 wifi hub, version: SG4K100174. I keep manually changing my 2.4ghz and 5ghz wifi channels but after a while it randomly reverts back. The channel it reverts to is heavily congested which causes my wifi devices have a weak wifi signal.

Needing to constantly change the wifi channel is annoying so I've spoke to TalkTalk support on live chat who have asked me to factory reset my wifi hub but I'm still having issues.

Looking at the forum, it looks like I might need TalkTalk forum support to disable wifi optimisation for my account.

[Michelle-TalkTalk]

Good morning,

Have our team contacted you since our last post?

Thanks

Michelle

[Debbie-TalkTalk]

Hi Gigabytes517

I'm so sorry to hear this.

I've just let our faults escalation team know and asked them to contact you as soon as possible.

[Gigabytes517]

I setup the talktalk wifi hub 2 on Saturday and left the configuration on auto channel for 2.4ghz and 5ghz.

However I later noticed low signal loss and and using the wifi analyzer app saw that on 2.4ghz it was using channel 6 which is heavily congested in my area so I manually changed it to channel 9 and on 5ghz it was using channel 40 which is also heavily congested so I changed it to channel 64.

Since then the issue reoccurred again with 5ghz going to channel 36 which is also heavily congested. How can I configure the wifi  hub to not randomly change the wifi channel? If I manually set the channel, it should respect the setting and not randomly change it to a worse one.

[Debbie-TalkTalk]

Hi @Gigabytes517 

How are you getting on?

[Debbie-TalkTalk]

Hi @Gigabytes517 

Have you received the router or received a notification for the router delivery?

[Debbie-TalkTalk]

Hi Gigabytes517

Thanks for your reply.

Please let us know if the new router resolves this issue.

Debbie

[Gigabytes517]

Yep, they told me they will be sending a new wifi hub.

[Debbie-TalkTalk]

Hi @Gigabytes517 

Can I just check, have you spoken to our faults escalation team today?

[Debbie-TalkTalk]

Hi Gigabytes517

Apologies. We can't switch this off now.

I've asked our faults escalations team to take a look at this for you. They will also contact you to discuss this further.

Thanks

[Gigabytes517]

My 5ghz WiFi channel has reverted back again. As asked previously, please can you turn off WiFi optimization for my account.

[Debbie-TalkTalk]

Hi Gigabytes517

Our faults escalations team are now investigating this issue and they may contact you directly to discuss this further.

Thanks

[Debbie-TalkTalk]

Hi Gigabytes517

Thanks for your reply.

I have asked our Devices Team to take a look at this for you and I will post back as soon as I have further information.

Debbie

[Gigabytes517]

Hello @Debbie-TalkTalk, since restarting my wifi my 5ghz channel has remained on the channel I selected, my 2.4ghz channel reverted back channel 1 which is heavily congested so I changed it a more quiet channel just now. I will report back it if either of channels randomly change.

Please can you confirm that Wifi Optimisation has been turned off on my account?

[Debbie-TalkTalk]

Hi @Gigabytes517 

Do you still need help with this?

[Debbie-TalkTalk]

@Gigabytes517 

How are you getting on?

[Debbie-TalkTalk]

Hi Gigabytes517

I'm sorry to hear this.

Please can you reboot the router and the retest again?

[Gliwmaeden2]

Staff will sort this after the weekend, @Gigabytes517.

Make sure that you have left the router switched on for when they come in, early Monday morning.