Router losing internet connection

Forums › Spark New Zealand (including Skinny and BigPipe) › Router losing internet connection

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Master Geek
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#2430281 2-Mar-2020 18:45

Gordy7:

Any other devices using WiFi or 2.4GHz band: TV, Set top Box, Sky TV, TV home theatre, security cameras, Blue tooth devices, wireless keyboards and mice ?

Hm, you reminded me there is a Blu Ray player. Our TV at the moment is not smart, Sky got ditched years ago and the only 2 bluetooth devices we have are relatively recent; so unlikely to be the cause. No wireless mice or similar; used to have them but found the wired ones performed better. Security camera is another recent thing, got it well after the problems with previous routers and well before this one started getting dicky.

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Master Geek
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#2430283 2-Mar-2020 18:47

Goosey: Could the issue with a particular laptop be due to encryption AKA, might be an issue with WPA/PSK, etc etc

The laptops have changed over the years that this problem has occurred, when it happened this morning the work laptop wasn't at home, nor was the school laptop. Only laptop still in the house was switched off. My PC uses a plug in Netgear wi-fi receiver. If it was a problem with that what would I be looking for?

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Master Geek
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#2430284 2-Mar-2020 18:50

michaelmurfy:

The Extender is likely your problem - do not use these. They make your WiFi utterly rubbish. Try unplugging it and go without for a while.

Ideally, you want to replace your system with a mesh solution. Since you're on Spark you should phone up and ask for the Smart Modem + Smart Mesh extender. It is superior than your current router even if on paper it doesn't seem that way. Also this is the supported router with Spark.

@hio77 may be able to help here.

Not sure Spark would be willing to do that, any time the other routers have gone faulty it's been a real fight to get them to replace one; hence why I went out and bought the current one. This is the second bought one, started with a D-link that was a problem from day 1; they eventually admitted it was faulty and Harvey Norman allowed me to pick what I wanted as a replacement. Overall this one has been way better and coverage is great! Only problem aside from this dropping connectivity is the fact that the work laptop can't see the router and Dh does need to be able to access the internet from home on it.

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cyril7

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#2430287 2-Mar-2020 18:58

Hi, to be honest the selection of gear including a range extender is not good, and normally avoided by those of us that often get dragged into these situations to sort out.

I strongly recommend you look at a multi WAP solution that as per commercial systems advertises a single SSID on both bands simulateously and uses cabled back haul between devices.

Without more knowledge of your setup and the size of your property I cannot say how many wAPs are required, but I am guessing ideally 3 but at least two.

If it were me I would recommend a UniFi setup with a Mikrotik router, but that is a bit complex for many, so purhaps look at the Spark mesh solution (mesh is just a catchy name for wireless features I mentioned) or maybe an Orbi or other mesh solution.

As for Nighthawk, personally I would run a mile

Cyril

Technofreak

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#2431996 3-Mar-2020 17:24

sewsable:

Not sure Spark would be willing to do that, any time the other routers have gone faulty it's been a real fight to get them to replace one; hence why I went out and bought the current one. This is the second bought one, started with a D-link that was a problem from day 1; they eventually admitted it was faulty and Harvey Norman allowed me to pick what I wanted as a replacement. Overall this one has been way better and coverage is great! Only problem aside from this dropping connectivity is the fact that the work laptop can't see the router and Dh does need to be able to access the internet from home on it.

It would seem that the router isn't the problem. It's my guess Spark (and other ISP's) see problems all the time where the router is getting blamed when it isn't the router at fault. No wonder they're gun shy when customers come asking for replacements.

I'd certainly try disconnecting the range extender and if your problem goes away the Spark "mesh" option looks like a good option.

If the range extender isn't your problem it's probably worth replacing anyway as it will be impeding the speed at which your WiFi can work at.

I still think you have an interference problem perhaps on the channel your WiFi is on. Download a WiFi Analyser app (there are free ones available) onto a phone or tablet or something like inSSIDer (there is a free Home version) onto a laptop or PC. Go looking for other networks on the same channel as your WiFi and note their signal strength. It's probably worth trying another channel anyway.

The interference may be from a non WiFi source such as a mobile (landline handset) phone etc. Unfortunately it may not be one of your devices, it could be a neighbours, depending on who far away they are. Even so it will be worth disconnecting potential culprits in your house, one by one, or taking note when the problem manifests itself and see if you can related that to the use of another piece of equipment.

The solution is likely to be simple but finding the cause may take time.

EDIT: I see you have already changed channels.

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88 posts

Master Geek
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#2432008 3-Mar-2020 18:02

Technofreak:

It would seem that the router isn't the problem. It's my guess Spark (and other ISP's) see problems all the time where the router is getting blamed when it isn't the router at fault. No wonder they're gun shy when customers come asking for replacements.

I'd certainly try disconnecting the range extender and if your problem goes away the Spark "mesh" option looks like a good option.

If the range extender isn't your problem it's probably worth replacing anyway as it will be impeding the speed at which your WiFi can work at.

I still think you have an interference problem perhaps on the channel your WiFi is on. Download a WiFi Analyser app (there are free ones available) onto a phone or tablet or something like inSSIDer (there is a free Home version) onto a laptop or PC. Go looking for other networks on the same channel as your WiFi and note their signal strength. It's probably worth trying another channel anyway.

The interference may be from a non WiFi source such as a mobile phone etc. Unfortunately it may not be one of your devices, it could be a neighbours, depending on who far away they are. Even so it will be worth disconnecting potential culprits in your house, one by one, or taking note when the problem manifests itself and see if you can related that to the use of another piece of equipment.

The solution is likely to be simple but finding the cause may take time.

EDIT: I see you have already changed channels.

I've turned off the extender today, it'll have to go back on when Dh needs to use his work computer unfortunately, but will get turned off again when he's done. I'm going to see if I can find out if we can clear the DNS on his computer to see if that's the cause of his problem; I can't fiddle with drivers unfortunately but he might be able to talk to his IT people.

One question, if we got a mesh set up will it work with our current router; Sparks website suggests that it will, but you need to purchase 2 mesh units rather than one as you would if you got the new router they provide on their plans.

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#2432023 3-Mar-2020 18:36

I presume his computer is a laptop. Why not try using it in a location close to your main router as a temporary measure and see how it performs? Ideally with the extender off, but you could also try with the extender on.

Some how I don't think DNS settings etc are yhe cause of your problem.

I dont know how the mesh works but it does make sense you would need two for your setup.

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snnet

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#2432024 3-Mar-2020 18:37

sewsable:

I've turned off the extender today, it'll have to go back on when Dh needs to use his work computer unfortunately, but will get turned off again when he's done. I'm going to see if I can find out if we can clear the DNS on his computer to see if that's the cause of his problem; I can't fiddle with drivers unfortunately but he might be able to talk to his IT people.

One question, if we got a mesh set up will it work with our current router; Sparks website suggests that it will, but you need to purchase 2 mesh units rather than one as you would if you got the new router they provide on their plans.

Spark's mesh will work if you buy at least 2 of the units - one attached to your router with a lan cable, the other can be wireless but within range of the first

Gordy7

gordy7
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#2432036 3-Mar-2020 19:06

I am continuing to follow this thread with interest as I have friends with Vodafone Hub WiFi problems on fibre (recently upgraded from ADSL to fibre). They have now been issued with 3 replacement Hubs over the last month.

They live 100km away and I have yet to do a site visit to try and isolate the problems.

All their WiFi devices are within 6m from the router.

In the interim my friends are using their old Vodafone HG659 which they were using for ADSL. The HG659 WiFi is far more reliable than the Hub but still with minor problems.

Just to add to the list of potential RF and WiFi interference:

Microwave ovens which are on 2.4GHz. (although intermittent in use have been reported to break WiFi)

Cat and animal trackers. My friends love their cats! Although on 2G or 3G phone networks may be on WiFi for local reporting.

Weather stations... WiFi or 2.4GHz proprietry?

I have yet to investigate Smart Power Meters. These appear to use Vodafone 2G or 3G phone network. Maybe these are also a source of WiFi. My friends have their WiFi router through the wall from the smart power meter, within 500mm.

I have already isolated one problem with my friend's Sony Smart TV. They had set up the TV as a WiFi client and also set up WiFi Direct (which I believe is similar to an AP). The WiFi Direct was fighting the internet router access point. TV WiFi is now turned off and using an ethernet cable until I can make a site visit.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

Gordy7

gordy7
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#2432081 3-Mar-2020 20:52

I see on further checking with the OP's first posting that I have raised a Vodafone WiFi issue on a Spark Forum.

However WiFi issues seem to be a common problen that ISPs get blamed for.

There are so many 2.4GHz devices and neighbours in close proximity.... another good reason to get on to 5GHz WiFi I guess.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

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Master Geek
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#2432211 4-Mar-2020 08:06

Technofreak: I presume his computer is a laptop. Why not try using it in a location close to your main router as a temporary measure and see how it performs? Ideally with the extender off, but you could also try with the extender on.

Some how I don't think DNS settings etc are yhe cause of your problem.

I dont know how the mesh works but it does make sense you would need two for your setup.

We've tried it right next to the router; it simply can't see it at all so it's not a signal strength issue. It picks up all the neighbourhood signals, just not ours unless we put the extension on. Tis weird.

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Master Geek
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#2432213 4-Mar-2020 08:16

Gordy7:

I am continuing to follow this thread with interest as I have friends with Vodafone Hub WiFi problems on fibre (recently upgraded from ADSL to fibre). They have now been issued with 3 replacement Hubs over the last month.

They live 100km away and I have yet to do a site visit to try and isolate the problems.

All their WiFi devices are within 6m from the router.

In the interim my friends are using their old Vodafone HG659 which they were using for ADSL. The HG659 WiFi is far more reliable than the Hub but still with minor problems.

Just to add to the list of potential RF and WiFi interference:

Microwave ovens which are on 2.4GHz. (although intermittent in use have been reported to break WiFi)

Cat and animal trackers. My friends love their cats! Although on 2G or 3G phone networks may be on WiFi for local reporting.

Weather stations... WiFi or 2.4GHz proprietry?

I have yet to investigate Smart Power Meters. These appear to use Vodafone 2G or 3G phone network. Maybe these are also a source of WiFi. My friends have their WiFi router through the wall from the smart power meter, within 500mm.

I have already isolated one problem with my friend's Sony Smart TV. They had set up the TV as a WiFi client and also set up WiFi Direct (which I believe is similar to an AP). The WiFi Direct was fighting the internet router access point. TV WiFi is now turned off and using an ethernet cable until I can make a site visit.

Hi Gordy7

I do know ours can't be animal trackers since we don't track our cats or weather stations since we don't have any. The microwave is unlikely since the last time it happened the microwave wasn't in use at all, and no smart tv at the moment; though that is on the list of things to get since we need a bigger tv for gaming. Our smart meter is right next to the incoming cable for the fibre, probably around 100mm away from the box surrounding the smart meter; not a lot we can do about that since Enable made that decision. I've got some shielding fabric coming so I could try putting a bit of that if there's some left over around the cable to prevent interference.

Into Xbox, knitting, spinning yarn, and my family. Love my Android smartphone!

tripper1000

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#2432376 4-Mar-2020 13:01

Not saying I think it is likely to be a microwave but something to be aware of is that a microwave is 33,000 times more powerful than a wifi Access point, so it isn't only your microwave that can affect your wifi, but also your neighbours 10 doors down. If a neighbours microwave is leaky it could wipe out every wifi connection on the block.

Another device to add to the list of suspects is wireless video senders/extenders. Again, not just your house but also the neighbours. They hog and overwhelm the band. Some DIY wifi jammers are just 3 video senders in a box.

Technofreak

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#2432418 4-Mar-2020 13:44

sewsable:

Our smart meter is right next to the incoming cable for the fibre, probably around 100mm away from the box surrounding the smart meter; not a lot we can do about that since Enable made that decision. I've got some shielding fabric coming so I could try putting a bit of that if there's some left over around the cable to prevent interference.

Fibre is impervious to electromagnetic or RF interference. The smart meter won't be affecting the fibre. It may affect the signal from the ONT to your router but I'd doubt that.

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Technofreak

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#2432423 4-Mar-2020 13:54

sewsable:

We've tried it right next to the router; it simply can't see it at all so it's not a signal strength issue. It picks up all the neighbourhood signals, just not ours unless we put the extension on. Tis weird.

I find this most unusual. What happens if you use a WiFi analyser app close to that router?

What other electrical electronic equipment is situated close to that router? Something that may be swamping the WiFi signal.

What other equipment shares the same power plug as the router or may be on the same CB or fuse feed but on another plug?

Have you tried moving in various directions from the router to see if it will connect?

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
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