topic Faulty Router? in Broadband

Faulty Router?

Catnip — Sun, 11 Dec 2022 16:34:14 GMT

My Sagemcom FAST 5364 router is faulty but I'm having difficulty with online chat support in identifying the problem.

It's no longer giving out any wi-fi signal, I'm unable to access the router homepage using wired connection (gives gateway communication error) and the login page does not show any firmware version. The router has been reset to factory default parameters, powered off/on multiple times and a second power supply has been tried.

The led flashes amber during boot-up, but goes off when this process is completed.

I think the firmware is corrupt and needs to be updated, does anyone know how to do this locally if I can't login to the homepage? Can TalkTalk do this remotely?

Re: Faulty Router?

Gliwmaeden2 — Sun, 11 Dec 2022 19:59:48 GMT

Leave the router on. Staff will be back on here in the morning.

They can do remote updates or send out another router to try if necessary, @Catnip.

Re: Faulty Router?

Catnip — Sun, 11 Dec 2022 20:52:50 GMT

Thanks. I actually had a call from them earlier to investigate further, looks like it is faulty as agreed to send out replacement router. Great support 👍

Re: Faulty Router?

Debbie-TalkTalk — Mon, 12 Dec 2022 07:01:18 GMT

Hi Catnip

Sorry for the delay.

I'm so glad to hear that a new router has been sent.

Please let us know how the connection compares with the replacement router.

Thanks

Debbie

Re: Faulty Router?

Debbie-TalkTalk — Wed, 14 Dec 2022 13:04:17 GMT

Hi Catnip

Have you received the replacement router?

Re: Faulty Router?

Catnip — Wed, 14 Dec 2022 14:12:30 GMT

Hi Debbie, not yet but I believe that it’s due to be delivered later today. 🤞

Re: Faulty Router?

Debbie-TalkTalk — Wed, 14 Dec 2022 14:19:22 GMT

Hi Catnip

Ah ok, thanks for letting us know.

Debbie

Re: Faulty Router?

Catnip — Wed, 14 Dec 2022 17:19:34 GMT

Hi Debbie,

I can confirm that the replacement router has arrived, been connected and now up I'm up and running again 😀

Thanks to all at TalkTalk for their support.

I'll return the old one as requested.

Re: Faulty Router?

Debbie-TalkTalk — Thu, 15 Dec 2022 06:52:47 GMT

Hi Catnip

Perfect, thanks for confirming 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie