topic Re: Router issues following power outage this week in Full Fibre

Router issues following power outage this week

mk123 — Wed, 22 Jan 2025 14:02:48 GMT

Hi, on Monday my power went out for half an hour or so while I had smart meters fitted. When the power came back on, the router wouldn't - flashing amber forever. I did several half hour power cycles, factory reset the router, tried a replacement router and went through the live chat debugging. I am using the Sagemcom Wifi hub. After a few hours, live chat insisted I try the eero or they would no longer help me, even though I stopped using it because it was much worse than the wifi hub.

I eventually found the thread https://community.talktalk.co.uk/t5/Full-Fibre/Loss-of-wi-fi-after-power-cut/td-p/3083735

"If you have a Sagemcom FAST 5464 Router and an Openreach Full Fibre ONT with green lights still showing, then the router power supply may have partially failed as they are sensitive to power failures. They give enough power for the router to try to start up, but it sticks on flashing orange. I would suggest you ask TT for a replacement router (which will come with another power supply)." Luckily I had the power supply from the spare router to use and it worked immediately - thanks so much @rgbargey !

However, I am very frustrated that I wasted so much time debugging this, and was without Wi-Fi.

1) The auto channel switching seems to have been enabled again on my router - I have it set to channel 60, but has been at like 144 a few times since this happened. Can you please check this

2) Can you please dispatch another power supply in case this happens again? I have fully updated electrics and still for some reason the power supply failed. I want to be prepared for the next time this inevitably happens so I am not left unable to WFH for 24 hours minimum, while I wait for it to arrive

3) Can the live chat staff be made aware of this issue? And not try and force people to use eeros when they don't always work as well as the hub.

Thanks

Re: Router issues following power outage this week

Karl-TalkTalk — Wed, 22 Jan 2025 14:09:45 GMT

We can swap out the router unit entirely if it is at fault, but cannot supply an individual power unit alone as we do not carry stocks of these.

With regards to Wi-Fi channel switching, you may be referring to Wi-Fi optimisation. We are unable to disable optimisation on any line as we no longer have this option available to us.

Thanks

Karl.

Re: Router issues following power outage this week

mk123 — Wed, 22 Jan 2025 14:17:08 GMT

Thanks. Yes, the optimisation. Who can disable that for me? Surely there is some way of me picking the channel for my own router? And if you can't dispatch a power supply, then yes a whole router please

Re: Router issues following power outage this week

Karl-TalkTalk — Wed, 22 Jan 2025 14:28:08 GMT

I'll request a router is sent to you. With regards to Wi-Fi optimisation, our access to remove this was withdrawn. This is a business decision not to disable this feature for customers, and we cannot override this decision.

Thanks

Karl.