WiFi often keeps disconnecting often

[ysm1234]

Hi everyone,

There are a few smartphones/ tablets/ laptops in my house. The laptops connect to the ee WiFi, and have no issues as long as they're on the same floor as the router (router is on ground floor). For the Tablets and smartphones (all Android), the WiFi constantly keeps disconnecting, i.e. will work for some time (sometimes just 5mins, sometimes 35mins) and then randomly disconnect and then reconnect 2mins later. This also happens when I'm near the router. This also happens when the landline is not in use (i.e. the landline therefore plays no role in this issue). Interestingly this has never happened with the laptops. Please can someone advise. If you need any extra info, please reply

Thanks

[Mustrum]

@ysm1234  for reasons unknown, recent BT Group routers combine 2.4 and 5Ghz SSID's which some devices struggle with.  Separating them as described can sort your issues. 

You can have two entries in those devices that can see the separated bands and allow the device to connect to the band it prefers.

Give it a go, and let us know how it goes. Shout up if you need more info/help/

[ysm1234]

It's not separate at the moment, but for the last few weeks it had been separate. When it was separate, the WiFi disconnecting was no different than now, or maybe even worse, on either channel

[ysm1234]

Is slow WiFi anything to do with this issue?

Forgot to mention this in the main post, originally there was an issue with the WiFi that whenever the landline received a phone call, the WiFi would disconnect. Openreach sorted out the issue by separating the landline and WiFi in the master socket, since then the landline/WiFi issue is resolved. This also means that only the master socket can have the router (otherwise I would have "extension routers" - whatever they're called - in other sockets) I don't know if this issue is connected to the current issue.

Not sure where I've put the ethernet cable, how important is it to do the wired test?

Thanks for your help, really appreciate it

[Leanne_T]

Hi @ysm1234 

Have you reported these issues to our Broadband Tech team by calling 0800 079 8586? 

Leanne 🙂

[Mustrum]

@ysm1234  by separated WIFI , can you confirm you had different SSID for the 2.4 and 5 Ghz bands? And if so, was it the 2.4 or 5Ghz you were connected to when you get the problems?

I don't believe your previous issues are related. To get you the best speeds on the router, Openreach installed a filtered master socket, but they do cut out the broadband signal from any other sockets you may have in the property.

[XRaySpeX]

@Mustrum : When you separate the bands of the SH they are forced to have diff SSIDs, as I indicated in my post about it, cuz the 5 GHz SSID always starts "5GHz-".

[ysm1234]

Correct, had issues when connected to both WiFi bands