topic Re: Sagemcom fast5364 dropping Wifi or Ethernet connection in Full Fibre

Sagemcom fast5364 dropping Wifi or Ethernet connection

Mariusj — Tue, 08 Oct 2024 17:22:51 GMT

Hi,

i am using wireless and wired connections. About 1-2 month ago random devices couldn't connect to wireless LAN. Wired ones had no issues. Internet was always available on still connected devices and internet speed was very good.

Usually restart of router was helping and issue didn't reappear dor a week or two. But last two weeks was every other day. This week every day couple times it looses Wireless connectivity on some of devices only. Its not the same devices are keep disconnecting. When connection is dropped then SSID cannot be found at all. Last two days wired connection was lost - laptop wasn't getting IP address allocated by router. It took about 3 restarts to get wired connection established and get wireless running again. Yesterday found router without any lights on. Replaced power adaptor - it worked straight away. But today already two times it dropped wireless connections and again couldn't connect via LAN port. As always - it happens only to random wireless devices, whilst wired ones all three cannot connect. Looks like its getting worse. Browsing through admin menu is very slow, sometimes need to close internet browser and to log on again.

Router shows latest firmware.

Please could you advise what next steps could be to resolve this issue?

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

KeithFrench — Tue, 08 Oct 2024 21:05:51 GMT

You could have Wi-Fi issues as well as an unstable connection, which would account for this. Whilst I can help a lot with wireless problems, it is important to deal with the potentially unstable connection first.

I have asked one of TalkTalk's support to pick your thread up and investigate 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: Sagemcom fast5364 dropping Wifi or Ethernet connection

Debbie-TalkTalk — Wed, 09 Oct 2024 06:28:31 GMT

Hi @Mariusj

I'm sorry to hear this.

Would you like me to send a replacement router first so we can rule this out?

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Mariusj — Wed, 09 Oct 2024 06:43:45 GMT

Good morning Debbie,

That would be a great!

Thanks,

Marius

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Debbie-TalkTalk — Wed, 09 Oct 2024 06:51:40 GMT

Hi @Mariusj

Have you added the correct landline number to your Community Profile?

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Mariusj — Wed, 09 Oct 2024 07:20:32 GMT

Debbie,

I dont have landline connected. Should i add old landline number?

I have fibre65.

Kind regards,

Marius

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Debbie-TalkTalk — Wed, 09 Oct 2024 07:23:48 GMT

Hi @Mariusj

Could you add your account number to your Community Profile?

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Mariusj — Wed, 09 Oct 2024 08:10:52 GMT

Apparently I already had landline number in "My Profile" - > "Personal settings". Now I changed it to my account no.

Kind regards,

Marius

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Debbie-TalkTalk — Wed, 09 Oct 2024 08:23:27 GMT

Hi @Mariusj

I'm struggling to find an active account with the account number or landline number.

Are you able to log into My Account?

Have you recently transferred over from a different provider?

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Mariusj — Wed, 09 Oct 2024 09:55:05 GMT

Hi Debbie,

Yes, I can log to My Account.

I am with TalkTalk more than 4 years, current Fibre65 since May 2023.

Would you like me to upload screenshot from my account section or write any other detail into this chat?

Kind regards,

Marius

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Debbie-TalkTalk — Wed, 09 Oct 2024 09:56:07 GMT

Hi @Mariusj

Does the same account number show in My Account that is in your Community Profile?

Could you send me a Private Message with the screenshot please?

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Mariusj — Wed, 09 Oct 2024 10:10:19 GMT

Yes, same number. Just sent private message with screenshot.

Kind regards,

Marius

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Debbie-TalkTalk — Wed, 09 Oct 2024 10:12:51 GMT

Hi @Mariusj

Thank you.

The screenshot from My Account shows that this is disconnected (shows at top and middle of screenshot)

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Mariusj — Wed, 09 Oct 2024 10:26:51 GMT

Yes, as per my earlier message - i dont have landline. I have a fibre cable connection all the way into my home.

Kind regards,

Marius

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Karl-TalkTalk — Wed, 09 Oct 2024 12:11:51 GMT

We cannot find a live account on our system for you, so are unable to action the request to send a router. We can see the details live with City Fibre. I have escalated this to our Billing Teams to look at an account creation / activation on our side.

Thanks

Karl.

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Mariusj — Sat, 26 Oct 2024 16:28:24 GMT

Hi Karl,

Would you be able to find out from your Billing team what's the status with my account?

Thanks,

Marius

Re: Sagemcom fast5364 dropping Wifi or Ethernet connection

Arne-TalkTalk — Mon, 11 Nov 2024 11:23:00 GMT

Hi Mariusj

Its still being worked on.

Apologies