topic Re: FAST 5364 Router in Fibre

FAST 5364 Router

davy9111 — Thu, 02 Mar 2023 22:54:20 GMT

Today I suddenly had several devices fall off the wifi network, they would state there was no internet on the wifi connection and turning them all on and off again did not solve it.

I therefore did a quick powercycle of the router, made no difference, in fact some of the ethernet wired devices then lost connection.

Did a 30 minute power down, no difference.

Did a factory reset through the routers web interface, connected devices via wifi, still no internet even though the light on the router was solid white. Power cycled again, no better.

Reset again, loaded old previously saved settings, no connections still

Pressed the reset button on the back, made no difference except the led now flashes orange and white and I can't connect to it either wifi or wired.

I had an old HG633 , connected that back up, all works at the moment.

This proves all cabling etc is fine but the FAST router is now dead, I suspect something expired inside earlier that caused wired devices to connect but only some wifi devices could connect, then all wifi lost connect and finally its a brick.

How do I go about requesting a replacement for the FAST router as I believe it is supposed to be much better that the old HG633 I have had to resort to?

Re: FAST 5364 Router

ferguson — Thu, 02 Mar 2023 22:58:37 GMT

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: FAST 5364 Router

davy9111 — Thu, 02 Mar 2023 23:00:38 GMT

Thanks, phone number added 🙂

Re: FAST 5364 Router

ferguson — Thu, 02 Mar 2023 23:01:36 GMT

Nice one. I am confident from what you have said that they will arrange a replacement Hub for you.

Re: FAST 5364 Router

Debbie-TalkTalk — Fri, 03 Mar 2023 06:38:07 GMT

Hi davy9111

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

Let us know how the connection compares with this router.

Thanks

Debbie

Re: FAST 5364 Router

davy9111 — Fri, 03 Mar 2023 08:40:20 GMT

Thank you Debbie 😉

Re: FAST 5364 Router

Debbie-TalkTalk — Fri, 03 Mar 2023 08:43:15 GMT

Hi davy9111

No problem 🙂

Please let us know how you get on.

Thanks

Debbie

Re: FAST 5364 Router

Debbie-TalkTalk — Mon, 06 Mar 2023 13:25:42 GMT

Hi davy9111

Have you received the replacement router?

Re: FAST 5364 Router

davy9111 — Mon, 06 Mar 2023 18:37:55 GMT

Hi Debbie

Router received and configured and working perfectly

Thanks for your help

Dave

Re: FAST 5364 Router

Debbie-TalkTalk — Tue, 07 Mar 2023 06:42:01 GMT

Hi Dave

I'm so glad to hear this 🙂

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

Thanks again.

Debbie