WiFi connection randomly drops
My WiFi randomly is dropping when I make a video call via watsapp call on my phone I have reset the router, put it on default settings, rebooted the router and the WiFi randomly is dropping when making video call. I get a error message saying connection not stable and the browser doesn't doesn't load page like there is no internet yet the video call is still connected the ont box all lights are on and the router is displaying a solid white line no explanation mark is shown, and the WiFi icon vanishes on the phone like it's disconnected and it reconnects. But overall without the video call on watsapp WiFi works fine browsing on phone and watching YouTube and streaming is fine, I get 1gb up and down. Also the WiFi 6ghzt is not connecting properly when I put in the correct password and press connect I get the following error: connection failed unable to connect to ssid. I have to press ok multiple times and it eventually connects. All my ssids are labeled differently.
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Hi@AliA571,
Welcome to our community.
May I know if your network topology diagram is as follows:
ISP modem—router )))((( client devices
(Note: — stands for wired connection,)))((( stands for wireless connection )
Is the BE550 working in wireless router mode? Do you have a mesh network? When using WhatsApp, ensure your phone is connected to the router's network and prioritize the 5G or 6G band for optimal performance.
What client do you use for WhatsApp? Did you try different clients to test the network connection for WhatsApp？
Please enable the guest network of the BE550 for a comparison. Or try the hotspot network.
It appears that the wireless connection is experiencing an issue. Please try the following suggestions:
- Change the wireless channel to another one. You may refer to Changing Channel and Channel Width on a TP-Link Router (new logo).
- Change channel to avoid interference. For 2.4GHz wireless client devices, adjust the 2.4GHz channel width to 20MHz; for 5 GHz wireless client devices, adjust the 5GHz channel width to 80MHz or 40MHz, etc.
Please help collect the system logs and backup files of the router:
How to view and save the System Log of the TP-Link wireless router
How to create and restore from a backup file on your TP-Link Router
Then email the logs and backup files to support.forum@tp-link.com, attaching [Forum ID 827886] and details, and we will have a dedicated person to assist in analysis and follow-up.
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@Joseph-TP no disrespect your reply is literally no help, I have clearly explained when I connect my phone VIA WIFI and I am on WhatsApp video call I get a error message saying connection not stable move to another location yet am next to the router. I can't open any browser like the entire connection in the phone has gone, but router and ont is fine, and then the wireless signal on the phone vanishes for a split second and comes back, The router is connected to the ONT directly using ethernet 6a cable. Wired I have no issues. The channels are all on auto WiFi 2.4ghzt is off I only have MLO, 5ghzt and 6ghzt on each with there own said names not the same names. There is no mesh just the router connected to ont, what u on about what client I use for WhatsApp? I literally stated on the post it's my phone and I am writing it again it's my phone. I have the one plus 12 android 15. I also noticed on wireless devices I am loosing packets when doing a packet loss test but wired I am not loosing any packets so it's not isp or internet connection because I have done a packet loss test via wired on multiple devices over 45 times per device no packet losses but wirelessly am losing packets it looks like the wireless on this router is the issue..
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On Tom's hardware there are 3 peopl with the exact same issue with this router. I can't post URL as this site won't allow it u need to fix this please.
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Hi @AliA571,
We understand your eagerness to solve the problem. Your case has been transferred to the engineer, and the case ID is TKID250624786. We will also prioritize your case and attach great importance to it.
However, we do not recommend posting comments under different posts, especially when some posts are unrelated to your problem. This may also cause some trouble for other users. If you are complained about by other users, your account may face the risk of being banned or blocked by the system.
You can post your updates and details here. We recommend that you communicate directly with the engineer via email to avoid missing information because of untimely communication.
Thank you again for your understanding and support.
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FOR THOSE MULTIPLE PEOPLE ON HERE AND ALL THOSE MULTIPLE POSTS REGARDING THIS CR&PPY ROUTER DISCONNECTING VIA WIFI HERE IS YOUR SOLUTION:
GO GET ANOTHER BRAND ROUTER TPLINK DOESN'T CARE!
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