topic Re: Fast5364 no connectivity in Fibre

Fast5364 no connectivity

Rudedog — Sat, 16 Nov 2024 17:21:07 GMT

Lost service yesterday and went through troubleshooting, tested the service, and had two live chats with agents. They couldn’t resolve it so they’re sending an engineer next week. However, yesterday when trying to connect my device still found the router and tried to connect, but since resetting numerous times and it being powered off overnight, my device no longer recognises the router at all. Does this suggest an issue with the router being more likely? If so, should they have just sent me a new router to try rather than me having to wait a week for an engineer?

Any advice appreciated, thanks.

Re: Fast5364 no connectivity

ferguson — Sat, 16 Nov 2024 17:25:48 GMT

Is this just one device, are other devices connecting? What is it, exactly? Or do you actually have no internet access at all?

Re: Fast5364 no connectivity

Rudedog — Sat, 16 Nov 2024 17:34:23 GMT

I’ve mainly been using my phone to test connectivity but it’s the same on the iPad, smart tv etc. The router is no longer visible to any device.

Re: Fast5364 no connectivity

Rudedog — Sat, 16 Nov 2024 17:35:51 GMT

And to clarify there is no internet access at all.

Re: Fast5364 no connectivity

ferguson — Sat, 16 Nov 2024 17:59:12 GMT

OK, thanks for that. If you would like the support team here 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. Bear in mind that they won't be back online until Monday.

Re: Fast5364 no connectivity

Rudedog — Sat, 16 Nov 2024 18:09:54 GMT

Thank you. I’ve added my number to my profile.

Not sure if relevant but the light on the router is solid orange.

Re: Fast5364 no connectivity

Liz17 — Sun, 17 Nov 2024 08:31:22 GMT

I've had the same problem and currently on day 7 of no Internet whatsoever. There sending me a new router out but I think the problem is with openreach. Which means most likely another 7 days + waiting for an engineer and then referral.

Re: Fast5364 no connectivity

Debbie-TalkTalk — Mon, 18 Nov 2024 07:34:53 GMT

Hi @Rudedog

I'm sorry to hear this.

The line test is clear, would you like me to send a replacement router for testing so we can rule this out?

Re: Fast5364 no connectivity

Rudedog — Mon, 18 Nov 2024 08:12:56 GMT

Hi Debbie, yes please.

Re: Fast5364 no connectivity

Debbie-TalkTalk — Mon, 18 Nov 2024 09:10:20 GMT

Hi @Rudedog

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know how you get on.

Debbie

Re: Fast5364 no connectivity

Anonymous — Wed, 20 Nov 2024 07:34:36 GMT

Morning Rudedog,

Just checking back in to see if the router has arrived?

Thanks

Michelle

Re: Fast5364 no connectivity

Rudedog — Wed, 20 Nov 2024 07:59:37 GMT

Hi Michelle

It should arrive today so I'll update once it's been tested.

Thanks

Re: Fast5364 no connectivity

Anonymous — Wed, 20 Nov 2024 08:03:42 GMT

Morning,

Great thank you 🙂

Thanks

Michelle

Re: Fast5364 no connectivity

Rudedog — Wed, 20 Nov 2024 21:46:19 GMT

New router solved the problem. Do I need to go through customer services to cancel the engineer visit or can one of the helpful staff on here do it for me?

Thanks

Re: Fast5364 no connectivity

Gliwmaeden2 — Wed, 20 Nov 2024 22:10:08 GMT

It needs to be done by noon the day before the appointment, @Rudedog.

Forum staff can certainly do that for you, but you are slightly gambling on when they happen to pick up the thread tomorrow.

Chat / phone 03451 720088 open from 9am.

Re: Fast5364 no connectivity

Rudedog — Wed, 20 Nov 2024 22:12:13 GMT

Thanks, I'll get on the live chat in the morning to be on the safe side.

Re: Fast5364 no connectivity

Anonymous — Thu, 21 Nov 2024 12:03:15 GMT

Good afternoon,

Did you manage to contact our Chat Team?

Thanks

Michelle

Re: Fast5364 no connectivity

Rudedog — Thu, 21 Nov 2024 12:09:34 GMT

Not yet, it's been a difficult morning with work. Are you able to get this cancelled for me?

Re: Fast5364 no connectivity

Anonymous — Thu, 21 Nov 2024 12:43:03 GMT

Hello,

I'm glad to hear that the replacement router resolved the issue. The engineer visit has been cancelled as requested. Please let us know if you do experience any further issues.

Thanks

Michelle