topic Re: Fibre 65 - Disconnecting. in Fibre

Fibre 65 - Disconnecting.

Amy991 — Mon, 30 Jan 2023 13:46:28 GMT

Hi,

The issue started yesterday evening (Sun 29th) & is continuing today. My router (FAST5364, software version SG4K100136) is losing sync every 5 mins or so then reconnecting.

I've tried:

Connecting it to the test socket

Turning it off for 20 mins.

New filter and cable

Factory reset using pin at the back.

At the time of writing this post the connection the router has remained in sync now for 13mins!

Just wondering if a staff member could run a line test? I have no spare router here to test with unfortunately.

Thanks in advance,

Amy.

Re: Fibre 65 - Disconnecting.

Anonymous — Mon, 30 Jan 2023 13:51:01 GMT

Good afternoon,

I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however I can see that the connection look very unstable. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag so that one of the routers can be returned.

Thanks

Re: Fibre 65 - Disconnecting.

Amy991 — Mon, 30 Jan 2023 13:56:29 GMT

Hi Michelle,

Thanks so much for the quick reply. Yes please, if you could send a replacement router for testing that would be great! Happy to return this router in returns bag.

Thanks again,

Amy.

Re: Fibre 65 - Disconnecting.

Debbie-TalkTalk — Mon, 30 Jan 2023 14:07:45 GMT

Hi Amy

The replacement router is on its way, please allow 48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Fibre 65 - Disconnecting.

Amy991 — Mon, 30 Jan 2023 14:12:32 GMT

Thank you so much Debbie, really appreciate it. Will let you know how I get on.

Amy

Re: Fibre 65 - Disconnecting.

Debbie-TalkTalk — Mon, 30 Jan 2023 14:16:55 GMT

Hi Amy

Thank you 🙂

Debbie

Re: Fibre 65 - Disconnecting.

Debbie-TalkTalk — Thu, 02 Feb 2023 10:57:34 GMT

Hi Amy

Have you received the replacement router?

Thanks

Re: Fibre 65 - Disconnecting.

Amy991 — Thu, 02 Feb 2023 12:08:24 GMT

Hi Debbie,

It arrived around 30 mins ago thanks! I have swapped it over using the new power lead/cables/filter etc in the box. It synced up straight away and hasn't dropped the connection so far!

Only the router arrived, no returns bag. I take it the returns bag will arrive separately?

Thanks again for your help,

Amy.

Re: Fibre 65 - Disconnecting.

Debbie-TalkTalk — Thu, 02 Feb 2023 12:20:17 GMT

Hi Amy

That's great 🙂

The returns bag should be in the same parcel as the new router.

If you haven't received a returns bag then I can send another one.

Thanks

Debbie

Re: Fibre 65 - Disconnecting.

Amy991 — Thu, 02 Feb 2023 12:39:47 GMT

Debbie,

I've just checked the box again and there it was folded up in the corner with the returns label. 😁

I'll get it sent off today.

Thanks again much appreciated,

Amy.

Re: Fibre 65 - Disconnecting.

Debbie-TalkTalk — Thu, 02 Feb 2023 12:41:31 GMT

HI Amy

Ahh great, thanks again 🙂

If you do experience any further issues then please let us know.

Debbie