topic Re: Router not responding in Broadband

Router not responding

arhharris — Fri, 27 Sep 2024 13:18:06 GMT

Hi, I have a WiFi Hub router. Had it for several years with no issues. On Tue at around 7pm the light started flashing orange and we lost both WiFi from the router and Inernet connectivity (even to a PC plugged directly in over ethernet). I switched it off for a few mins and back on but didn't fix either issue. I used the talktalk troubleshooting guide and performed a full reset, left it 20mins, etc, etc. and still no change. Flashing orange light. No WiFi. No Internet.

I'm unable to get the web portal page when I connect to it over ethernet (i.e., http://192.168.1.1), which has always worked fine in the past.

I spoke to TalkTalk and they want to send an engineer round to check the line. I explained that I didn't think it was the line, as the router itslef had stopped responding. But they booked an engineer to come over on Monday (30th Oct). There is a case open: REP-14795301.

I borrowed an old TalkTalk router and plugged it in, using exactly the same cables as the WiFi Hub was using and got Internet connectivity with no problem. Hence I know the line is working fine.

Do I still need an engineer to come over on Monday, or could TalkTalk just send a replacement router instead?

Re: Router not responding

Karl-TalkTalk — Fri, 27 Sep 2024 13:22:06 GMT

I'll send a router out to you. This should arrive in 24-48hrs.

I would advise that you cancel any engineer until you have had a chance to test fully with the new router.

Thanks

Karl.

Re: Router not responding

arhharris — Fri, 27 Sep 2024 13:45:19 GMT

Thanks Karl. I'll cancel the engineer for now. Do you have all my contact details?

Re: Router not responding

Karl-TalkTalk — Fri, 27 Sep 2024 13:46:24 GMT

Yes, got your details and the router has been ordered 🙂

Karl.

Re: Router not responding

arhharris — Fri, 27 Sep 2024 13:54:02 GMT

Great. Thanks so much for your speedy response.

Re: Router not responding

Karl-TalkTalk — Fri, 27 Sep 2024 14:46:13 GMT

You're Welcome.

Karl

Re: Router not responding

arhharris — Sat, 28 Sep 2024 20:57:24 GMT

Hi Karl,

Thanks for sending out the new router. Internet connection works fine. Just wanted to mention a couple of points though.

Firstly, the stand was detatched on the left hand side and I was unable to clip it back in. I ended up removing the stand from my old router and replacing the new one and it clipped in fine. But I think the new router came with a damaged stand.

Secondly, I've noticed that the dashboard keeps logging me out after a few mins, even if I'm actively using it the entire time. After a short while the page becomes unresponsive and when you refresh the page it asks you to log in again. I've rebooted the router since, and the problem remains. Not sure if this is a firware issue or something else, but I never had this problem with my old router. Router details are as follows - as reported by the dashboard in the short window of time I can get onto it 🙂

Hardware: FAST5364 3.00

Software: SG4K100174

GUI: 5.100.1

The other thing I've noticed is that my upload speed is 15.6 Mbps rather than 20Mbps. Is this just because I've reconnected a new router and it will take time to adjust?

Thanks,

Andrew

Re: Router not responding

Chris-TalkTalk — Mon, 30 Sep 2024 07:05:55 GMT

Hi Andrew,

Thanks for the update. Just a thought about the router logging you out, this can happen if you change something in the UI and save it, or does it log you out even if you haven't changed anything?

Chris

Re: Router not responding

arhharris — Mon, 30 Sep 2024 11:36:52 GMT

It logs me out even when I'm just viewing information and not making any changes.

Re: Router not responding

Chris-TalkTalk — Mon, 30 Sep 2024 12:16:18 GMT

OK thanks. When it convenient could you try resetting it to factory default settings and then retest - Restore your router to factory settings - TalkTalk Help & Support

Thanks

Chris

Re: Router not responding

arhharris — Mon, 30 Sep 2024 17:16:25 GMT

I performed a factory reset but unfortunately it still logs me out of the portal. I've noticed it only (or mainly) seems to be when I go into advanced settings. Again, not making any changes, just looking at the settings.

The other thing I noticed after the factory reset is the Hardrware version now just shows FAST5364, whereas before it was FAST5364 3.00.

Not sure if relevant.

Thanks.

Re: Router not responding

Anonymous — Tue, 01 Oct 2024 05:33:34 GMT

Morning,

@KeithFrench - have you come across this before?

Michelle

Re: Router not responding

KeithFrench — Tue, 01 Oct 2024 12:34:25 GMT

Hi @arhharris

@Anonymous has asked me to help you.

It is strange that the hardware version is not shown in Device Info, it always used to be. I no longer have that router, but in my FAST5464 it does show as it should: FAST5464 2.00.

The UI can misbehave in firmware V174.

Re: Router not responding

Anonymous — Tue, 01 Oct 2024 10:42:36 GMT

I have the same router hardware and software version as arhharris. I randomly get logged out just the same as arhharris has described.

I am accessing the UI from a laptop.

Re: Router not responding

KeithFrench — Tue, 01 Oct 2024 10:46:41 GMT

Hi @Anonymous

Your situation sounds different. If you want help, you cannot use someone else's thread.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.

Thanks.

Re: Router not responding

Anonymous — Tue, 01 Oct 2024 12:32:33 GMT

What difference do you feel that there is?

Just the same as arhharris reported, I observe the UI becoming unresponsive (because the user has been logged out for no obvious reason, i.e. the user has been randomly logged out), and have to refresh and login again.

The reason that I have made this comment on this thread is to show that this fault is not a one-off, but may to be related to the hardware/firmware build, as I have the same hardware and firmware as arhharris.

Re: Router not responding

KeithFrench — Tue, 01 Oct 2024 12:32:40 GMT

Whilst they may be the same, it is TalkTalk's rules not mine that insist on one thread per problem per customer. So please create your own one.

Re: Router not responding

Anonymous — Tue, 01 Oct 2024 14:26:01 GMT

I think you are missing the point of the comment I posted. I have explained why I posted the comment. As a reminder here is my explanation again:

I have already referred to the issue in a thread of my own here:

https://community.talktalk.co.uk/t5/Technology/Latest-Firmware-for-Sagemcom-5364/m-p/3068086#M28042

but also felt it made sense to post a comment here, especially as the comment in my own thread received no response.

I do not feel the need to create another separate post, when I can observe the response to this one.

I have been a customer of TalkTalk and a member of this community in the past, so I am familiar with the requirement to create a separate thread, when that is appropriate. On this occasion, I do not feel there is a need. To me it makes no sense to create another thread, only for the TalkTalk members to provide a response to the exact same issue about router firmware on two separate threads. If it were the exact same issue, but account related, e.g. I have not received my voucher, then a separate thread would be appropriate. Others may see it differently.

Re: Router not responding

KeithFrench — Tue, 01 Oct 2024 14:32:23 GMT

Hi @Anonymous

The point I was asked to comment on by TalkTalk was about the missing hardware version in Device Info, not the state of the UI.

I did comment on the UI, because of an earlier comment made by this customer.

The UI can be a bit unresponsive in all firmware up to & including V174, which I did put in an earlier post. This is a bug I reported a while ago & the fix for that is the very new firmware V202, which is not yet on general release. If TalkTalk updates the firmware on the OP's router, you have two choices. Either you create your own thread and request V202 (it will not be updated unless you do have your own thread). Alternatively, you just wait for it to be rolled out, whenever that starts.

However, I have two questions for you first:-

Do you use a VPN, if so which one?
Do you use WiFi Calling?

Re: Router not responding

KeithFrench — Tue, 01 Oct 2024 14:41:45 GMT

Hi @arhharris

Would you like to try V202 firmware on your router to fix the unresponsive UI? If so, please answer these two questions:-

Do you use a VPN, if so which one?
Do you use WiFi Calling?