topic Re: Sagecom 5364 stops responding in Broadband

Sagecom 5364 stops responding

Dax246 — Sat, 15 Oct 2022 19:32:07 GMT

HI,

My router has started to stop responding several times a day on both wifi and ethernet

Hardware

Router Sagecom 5364 - version SG4K100136

Issue

> Both Wifi and ethernet lose connectivity and the router can't be communicated with

> Wifi network name disappears from being searchable

> Ethernet is unable to obtain an IP address

It's intermittent but happens at least 3 times a day. The light stays white on the front and the only symptom is a notification from either a windows or a mobile device that connectivity has been lost. When this happens, I can't connect via ethernet or wireless, I then have to restart the router and then devices can connect again.

Troubleshooting
> I have factory reset the device from the GUI

> I have used the reset button (held in for 10s) on the back of the router

> I have removed all but one device from the router

> I have given both 2.5ghz and 5ghz their own wireless name to seperate

> I have tried auto channel for wifi

> I have tried enabling one access method i.e. No ethernet and just 2.5ghz or Just 5ghz and disable wifi and just used ethernet and the same outcome of the router stop responding

> I have used a different Nic and ethernet cable on main PC and used a Nic on a laptop

I am pretty confident this is a hardware issue, but happy to go through any other troubleshooting like a firmware reinstall or if easier return this router for a replacement.

Kind Regards,

Re: Sagecom 5364 stops responding

Divsec — Sun, 16 Oct 2022 11:36:22 GMT

Hi @Dax246 your post has been escalated and you should hear tomorrow

Re: Sagecom 5364 stops responding

Debbie-TalkTalk — Mon, 17 Oct 2022 06:34:34 GMT

Hi Dax246

Sorry for the delay.

I have ordered you a replacement router, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Sagecom 5364 stops responding

Dax246 — Mon, 17 Oct 2022 09:01:38 GMT

Thanks Debbie and Divsec for the quick responses. It's much appreciated.

Kind Regards,

Re: Sagecom 5364 stops responding

Debbie-TalkTalk — Mon, 17 Oct 2022 09:03:40 GMT

Hi Dax246

No problem 🙂

Please let us know how you get on.

Thanks

Debbie

Re: Sagecom 5364 stops responding

Debbie-TalkTalk — Thu, 20 Oct 2022 06:29:32 GMT

Hi Dax246

Have you received the replacement router?

Thanks