Connection keeps disconnecting

[Redders]

When I connect to the broadband, it keeps dropping out and disconnecting. 

I have split the wifi into 2 hubs - 2.4GHz and 5GHz to see if the connection was any better but the issue keeps persisting. Additionally, resetting the router, unplugging and plugging it back in, everything to try and sort it and this doesn't help. When on calls throughout the day and when also having to record meetings for work, it doesn't look professional when the signal keeps dropping out. 

I have tried everything that is suggested on the website but just want to speak to someone on how to get this sorted as it's not acceptable to have such poor connection. We've only had the router for about 2 months.

[redchiz1]

Sorry to see this. You won't get a response from NOW on here, but you can call their complaints number on 0800 759 1213.

[Emily60]

Mine is doing the same sometimes it works no problem and others it’s a nightmare don’t know what to do with it I’ve disconnected router and reconnected numerous times still keeps happening 

[Jayach]

@Redders @Emily60 

Have you established if the problems are just the Wi-Fi, or is the line connection dropping out?

If it's the line the internet led on the router should be red whilst the line re-connects.

[Emily60]

Hi the middle light goes orange see photo below

[gavs82008]

@Emily60 

Unfortunately you haven’t posted the picture.

Is this over Wi-Fi or Ethernet as @Jayach asked?

[Emily60]

Wi-Fi pic didn’t load sorry

[Jayach]

If the middle light is going orange, then it is a line problem. Not much you can do for yourself, except ensure you are securely connected to the BT/Openreach master socket. 

You will need to contact Now.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

[Redders]

I believe my issues seemed to be with the wifi extender which I bought. It seemed to draw all connections from the router and made any connection to the router obsolete. Since unplugging the extender it has been okay but then means that wifi can't reach the rest of the house. Is there a certified extender which I can use as the one previously is a tp-link which used the tether app to install and setup etc.

[RoyB]

@Redders 

Now do not certify any ancillary equipment. But having said that, there is nothing other than misconfiguration that should stop equipment from any reliable manufacturer, like TP-LINK, from working.

I have no idea what ‘draw all the connections from the router’ might mean, though if the extender is doing its own DHCP (assigning IP addresses itself, while the Now router is trying to do the same job), this is a recipe for problems galore. (To which I would say turn off DHCP on the Now router, and let the extender do it; but I’m not going to, as I’m not sure that’s the problem, and it might just serve to stop everything working).

After which, I don’t know what a tether app is; if that’s not a typo, it may again be the wrong thing.

Maybe you could tell us the exact model number of the TP-LINK extender, and some kind soul here can look at the manual online, work out what you ought to be doing, and see whether that is what you are doing or not.

But then, we don’t much like extenders. They have to sit within the (rather pathetic) range of the Now router, and can only extend the range in the direction of the vector from router to extender. I often think that the only logical place for an extender is bang on top of the Now router 😛

Your best bet, I think, is to get a decent router; the Sky SR203 is a fully compatible router that won’t need any further configuration, and you can source one inexpensively off eBay.

With a very specialist need (e.g. getting WiFi coverage in a garden office), I would use a pair of WiFi-capable PowerLine Adapters; with those, you can pick up the signal at the router and carry it over the mains to anywhere the mains go, and then establish a WiFi hotspot at the far end.

Try that with an extender, and you have to rely on it being both in range of the router and of the remote location, which is a tough ask.