topic Hive hub not connecting with FAST5364 in Broadband

Hive hub not connecting with FAST5364

DonnyLad — Fri, 30 Sep 2022 11:32:31 GMT

Like others I have this fault.

See post of 31 Jan 2022 with same title.

It is most frustrating that TALKTALK technical support, contacted on the phone, won't look at this history and insist on speculating on other reasons.

My first call concluded with the I will get back to you in one hour.

After two hours with no ring back

I rang again and was cut off.

Is this the usual level of service??

Re: Hive hub not connecting with FAST5364

Anonymous — Fri, 30 Sep 2022 12:41:17 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Re: Hive hub not connecting with FAST5364

DonnyLad — Fri, 30 Sep 2022 16:07:47 GMT

Hi Michelle

Thanks for your advice.

Profile updated.

Sorry I am newbie and somewhat mature.

Re: Hive hub not connecting with FAST5364

Debbie-TalkTalk — Mon, 03 Oct 2022 05:39:01 GMT

Hi DonnyLad

I've made a change to your router firmware, please can you retest and let us know how the connection compares.

Thanks

Debbie

Re: Hive hub not connecting with FAST5364

DonnyLad — Mon, 03 Oct 2022 10:36:49 GMT

Hi Debbie

Thanks for getting back to me and updating the firmware.

I have

1. Simply connected the Hive Hub to the router - no luck.

2. Turned the router power off, waited, then turned power back on - no luck.

I have not tried resetting the router as I believe this restores the original firmware that you have changed.

Am I right?

Be grateful for further advice.

Re: Hive hub not connecting with FAST5364

Karl-TalkTalk — Mon, 03 Oct 2022 10:40:19 GMT

the factory reset will not restore the original firmware but keep the current firmware. Give the pin reset a try and lets see if this helps.

Karl.

Re: Hive hub not connecting with FAST5364

DonnyLad — Mon, 03 Oct 2022 11:02:32 GMT

Hi Karl

Thanks for speedy response.

Sorry to report no luck after sticking paper clip in the reset hole for 20 seconds

Re: Hive hub not connecting with FAST5364

Karl-TalkTalk — Mon, 03 Oct 2022 11:06:29 GMT

I've another router on the way to see if this is hardware related.

Karl.

Re: Hive hub not connecting with FAST5364

DonnyLad — Tue, 04 Oct 2022 17:41:23 GMT

Karl

Thanks for organizing the router.

Will let you know how I get on.

Re: Hive hub not connecting with FAST5364

Debbie-TalkTalk — Wed, 05 Oct 2022 05:28:13 GMT

Hi DonnyLad

Thank you 🙂

Debbie

Re: Hive hub not connecting with FAST5364

DonnyLad — Wed, 05 Oct 2022 19:19:29 GMT

I am pleased to report a router/hub was delivered this afternoon (Wednesday). Great delivery service.

Having opened the package and removed the Network/Password Tab I found that the

Device Version was FAST 5364-3. T8 and it was badged "Sagem"

Regretfully my current router is also a Sagem FAST 5364-3. T8.

My understanding from other posts is that Hive successfully works with the Huawei DG8041W.

Would it be possible to have one to try?

Re: Hive hub not connecting with FAST5364

Debbie-TalkTalk — Thu, 06 Oct 2022 04:53:54 GMT

Hi DonnyLad

We no longer send out the Huawei WIFI hub. The Sagemcom hub should work ok with Hive.

Is the new router connected at the moment so I can check the firmware?

Re: Hive hub not connecting with FAST5364

DonnyLad — Thu, 06 Oct 2022 05:43:59 GMT

Good morning Debbie

Have now connected the the new router.

Re: Hive hub not connecting with FAST5364

Debbie-TalkTalk — Thu, 06 Oct 2022 06:09:44 GMT

Hi DonnyLad

Thank you. Will it be ok if I make a change to your router firmware?

We advise to leave the router switched on without being rebooted whilst we update the FW.

Debbie

Re: Hive hub not connecting with FAST5364

DonnyLad — Thu, 06 Oct 2022 06:51:53 GMT

Hi Debbie

Go ahead with FW changes.

I won't touch any switches etc

Re: Hive hub not connecting with FAST5364

Debbie-TalkTalk — Thu, 06 Oct 2022 07:38:26 GMT

Hi DonnyLad

Thank you. I've made a change to the firmware, please can you retest?

Debbie

Re: Hive hub not connecting with FAST5364

DonnyLad — Thu, 06 Oct 2022 09:38:19 GMT

Hi Debbie

Sorry to report no improvement.

Re: Hive hub not connecting with FAST5364

Debbie-TalkTalk — Thu, 06 Oct 2022 09:48:59 GMT

Hi DonnyLad

Ok, is your Hive hub connected wired or wireless?

Re: Hive hub not connecting with FAST5364

DonnyLad — Thu, 06 Oct 2022 10:54:56 GMT

The Hive Hub is connected to the router with a short ethernet cable.

10 mins ago I swapped the cable with another, known to be OK, with no effect.

Re: Hive hub not connecting with FAST5364

Debbie-TalkTalk — Thu, 06 Oct 2022 11:09:04 GMT

Hi DonnyLad

Have you rebooted both the Hive hub and router? It may be worth powering down both devices for 30 minutes.