topic Re: Router Issue in Broadband

Router Issue

bitmap1 — Sun, 18 Feb 2024 14:36:16 GMT

Can anyone help with a router (Sagemcom 5364) problem I seem to have? I have tried TalkTalk Customer Service several times, and although they did send me a new microfilter the problem is still there, but every time I go back to Customer Service it have to go through the same hassle of account details, identification and line tests. I've spent far too long hanging on the phone and need to get on with my life.

The problem is this:

My router will only connect to the internet if it is NOT run through a microfilter. I have managed to live with this by connecting the router directly to the master socket and connecting my telephone to another socket via a microfilter. However, every time I use the phone the line crackles and the router drops its internet connection. When I finish the phone call, the router connects again. I have tried different microfilters with the router, but the result is still the same - it will only connect when plugged directly into the 5C Master Socket. Any ideas?

Re: Router Issue

Chris-TalkTalk — Mon, 19 Feb 2024 08:29:49 GMT

hi bitmap1,

Can you please update your community profile to include your TalkTalk landline telephone number and we'll take a look at this for you

Chris

Re: Router Issue

bitmap1 — Mon, 19 Feb 2024 11:02:57 GMT

OK update done. Here is the situation:

We have two phone sockets, one clearly marked Master Socket 5C.

Tests done:

1. Router and phone in same microfilter, in 5C socket -- no internet
2. Router in one microfiter in 5C socket, phone with another microfilter in other socket -- no internet
3. Router in microfilter in any socket, phone unplugged -- no internet
4. Router directly in 5C socket without microfilter, phone in different socket with microfilter -- internet but interference on phone line and internet connection drops when phone in use.
5. Router directly in other socket without microfilter - internet but same problems as 4.

Have tried factory reset on router, problem still the same.

Have tried router with different microfilters, problem still the same.

Re: Router Issue

Chris-TalkTalk — Mon, 19 Feb 2024 11:33:27 GMT

OK thanks. Line test is passing but showing disconnections. Have you tested with a different router?

Chris

Re: Router Issue

bitmap1 — Mon, 19 Feb 2024 11:36:36 GMT

I suspect it might be a problem with the router, but I've only got this one. Can TalkTalk send me another?

Re: Router Issue

Chris-TalkTalk — Mon, 19 Feb 2024 11:40:36 GMT

Yes, I'll order another router to test with

Chris

Re: Router Issue

Anonymous — Fri, 23 Feb 2024 10:07:32 GMT

Morning,

How are you getting on? Did the replacement router arrive?

Thanks

Michelle

Re: Router Issue

bitmap1 — Fri, 23 Feb 2024 10:47:40 GMT

Yes, router arrived. Everything works fine now.

Thanks, Brian

Re: Router Issue

Debbie-TalkTalk — Fri, 23 Feb 2024 10:50:46 GMT

Hi Brian

I'm so glad to hear this, thanks for letting us know 🙂

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

Thanks again.

Debbie