topic Re: Internet keeps disconnecting but the light on the router remains white. in Fibre

Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Fri, 10 Jan 2025 21:38:50 GMT

Hi, Internet keeps disconnecting but the light on the router remains white. I have to keep turning it off and on again to get it to work. Does the router need replacing? Thanks.

Re: Internet keeps disconnecting but the light on the router remains white.

KeithFrench — Fri, 10 Jan 2025 21:57:45 GMT

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. If you have any wired connections, are they affected in the same way as wireless ones?

Re: Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Fri, 10 Jan 2025 22:16:11 GMT

The router is a Sagem CS 50001, I am on Fibre 65, the wired connections are also affected. Thank you.

Re: Internet keeps disconnecting but the light on the router remains white.

KeithFrench — Fri, 10 Jan 2025 22:18:21 GMT

Alas, that is just Sagemcom's post code in France, but no worries, I expect it is the FAST5364. I think that this is faulty & I have asked one of TalkTalk's support to pick your thread up and replace it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Fri, 10 Jan 2025 22:27:14 GMT

Oh oops! Yes it is the FAST 5364. Thank you very much for this, much appreaciated.

Re: Internet keeps disconnecting but the light on the router remains white.

KeithFrench — Fri, 10 Jan 2025 22:29:00 GMT

No problem, they'll be in touch on Monday hopefully.

Re: Internet keeps disconnecting but the light on the router remains white.

Anonymous — Mon, 13 Jan 2025 07:21:43 GMT

Morning,

I'm sorry to hear this. I've run a test on the line now which is clear. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

Re: Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Mon, 13 Jan 2025 13:34:04 GMT

Hi, thanks, I would yes but I wonder how quickly it is likely to arrive? The reason I ask is, as it stands I will be upgrading with TalkTalk on 27th Jan so will receive a different router however I don't really want to put up with these connection drop outs until then if it can be avoided. Given how close I am to upgrading (should it go through successfully) i'm not sure what the best option is now really . Thank you.

Re: Internet keeps disconnecting but the light on the router remains white.

Chris-TalkTalk — Mon, 13 Jan 2025 14:16:49 GMT

The router will usually arrive next working day or the day after, would you like me to arrange to send it?

Chris

Re: Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Mon, 13 Jan 2025 15:07:21 GMT

Yes please. Thanks very much.

Re: Internet keeps disconnecting but the light on the router remains white.

Debbie-TalkTalk — Tue, 14 Jan 2025 07:26:34 GMT

Hi @Butterfly17

The router is on its way, please let us know how you get on.

Thanks

Debbie

Re: Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Tue, 14 Jan 2025 08:12:16 GMT

I will do, thanks very much.

Re: Internet keeps disconnecting but the light on the router remains white.

Debbie-TalkTalk — Tue, 14 Jan 2025 08:13:54 GMT

Hi @Butterfly17

No problem 🙂

Debbie

Re: Internet keeps disconnecting but the light on the router remains white.

Debbie-TalkTalk — Fri, 17 Jan 2025 07:28:48 GMT

Hi @Butterfly17

Have you received the replacement router?

Re: Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Fri, 17 Jan 2025 13:27:28 GMT

Hi, no not yet, is there any tracking available at all? Thanks.

Re: Internet keeps disconnecting but the light on the router remains white.

Chris-TalkTalk — Mon, 20 Jan 2025 15:06:41 GMT

Hi Butterfly17,

Have you received the router yet?

Chris

Re: Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Mon, 20 Jan 2025 15:36:47 GMT

Hi, no it still hasn’t, I’m guessing there’s no tracking available? Further to this I am due to upgrade soon so there seems little point in sending now, I thought it would arrive within two days you see. Also after Keith initially replied on here I phoned Talktalk and they refused to send a replacement so perhaps it has been blocked as my upgrade date is so soon? Thanks.

Re: Internet keeps disconnecting but the light on the router remains white.

Debbie-TalkTalk — Tue, 21 Jan 2025 07:24:50 GMT

Hi @Butterfly17

I'm really sorry about this. The router has been ordered but I'm just checking this now with our warehouse team to find out why this has been delayed.

I will post back here as soon as I have further information.

Thanks

Debbie

Re: Internet keeps disconnecting but the light on the router remains white.

Debbie-TalkTalk — Tue, 21 Jan 2025 08:19:34 GMT

Hi @Butterfly17

Our warehouse team have confirmed that the order for the router was cancelled as an eero has now been ordered as part of your upgrade. The eero is due to be delivered for 28/01. I'm really sorry for the confusion.

Re: Internet keeps disconnecting but the light on the router remains white.

Butterfly17 — Tue, 21 Jan 2025 10:18:51 GMT

I thought that may be the case, at least I only have a week to go, thank you for checking anyway.