topic Re: Black wifi hub not connecting after power outage in Full Fibre

Black wifi hub not connecting after power outage

AndrewSUB8 — Sat, 02 Aug 2025 09:24:56 GMT

Status light constantly flashing amber even after waiting overnight following a power cut yesterday. Have tried restarting both the Openreach box and the hub (including the reset button) but no luck. An older hub I still had lying around which was replaced after it kept losing its settings DOES connect so the Openreach box and incoming feed seem to be okay. Could you please arrange a replacement wifi hub (preferably a more robust version!)? Thanks.

Re: Black wifi hub not connecting after power outage

Gliwmaeden2 — Sat, 02 Aug 2025 09:42:08 GMT

They are all Sagemcom hubs now, @AndrewSUB8, and do seem to lack resilience in power cuts / storms.

Staff will respond after the weekend.

Re: Black wifi hub not connecting after power outage

siphosethu-TT — Mon, 04 Aug 2025 09:00:04 GMT

Hi there @AndrewSUB8, will have to run checks on this so we're able to figure out what's causing these issues. Please confirm if you are currently at home so we can get started. Thanks

Re: Black wifi hub not connecting after power outage

AndrewSUB8 — Mon, 04 Aug 2025 08:32:08 GMT

Around for the next 30 mins then back by 12 if that helps. I'm now wondering if it's the power supply rather than the router that's developed a fault. When swapping things over I noticed by accident that both routers would connect fully when using the older power supply but neither works with the newer one that was plugged in when the mains outage happened. The router does light up flashing amber so the PSU isn't completely dead but maybe it's not the right voltage or isn't stable?

Re: Black wifi hub not connecting after power outage

siphosethu-TT — Mon, 04 Aug 2025 09:01:41 GMT

Perhaps it might be that, please let me know as soon as you are back and will get straight into it. Thanks

Re: Black wifi hub not connecting after power outage

AndrewSUB8 — Mon, 04 Aug 2025 10:48:37 GMT

Back again now if there's anything you want me to do. Router still working at the moment with the older PSU.

Re: Black wifi hub not connecting after power outage

siphosethu-TT — Mon, 04 Aug 2025 10:52:21 GMT

Before we get started, I need you to go back to your original set up so we can run diagnostic on this and pick up the issue. Thanks

Re: Black wifi hub not connecting after power outage

AndrewSUB8 — Mon, 04 Aug 2025 11:03:56 GMT

Okay. That's my current router with the probably faulty PSU. Just done it. Amber light flashing, sometimes fast, then slower.

Re: Black wifi hub not connecting after power outage

mandisa1-TT — Mon, 04 Aug 2025 11:27:06 GMT

Please confirm the issue you are currently experiencing? slow speeds or dropping connection?

Re: Black wifi hub not connecting after power outage

AndrewSUB8 — Mon, 04 Aug 2025 11:31:17 GMT

Now using data on phone; no Internet via TalkTalk router which is still flashing amber with probably faulty PSU. I can reconnect the other PSU if that will confirm things.

Re: Black wifi hub not connecting after power outage

mandisa1-TT — Mon, 04 Aug 2025 11:32:19 GMT

Thant is fine, thank you. So it has been down since yeterday?

Re: Black wifi hub not connecting after power outage

AndrewSUB8 — Mon, 04 Aug 2025 11:40:16 GMT

Would have been down since Saturday but I swapped to the old PSU which seemed to work so left that plugged in.

Re: Black wifi hub not connecting after power outage

mandisa1-TT — Mon, 04 Aug 2025 11:40:31 GMT

We sincerely apologize for the inconvenience caused to you. I have located your account and it seems you are on a full fibre package, i would love to assist you however my resources are limited as i do not have full access to full fibre accounts. Kindly contact the full fibre team directly on 03451720074 - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. Alternatively chat in with the full fibre live chat team using the following link: https://community.talktalk.co.uk/t5/Articles/Ways-of-contacting-us/ta-p/2230529

Re: Black wifi hub not connecting after power outage

AndrewSUB8 — Mon, 04 Aug 2025 11:44:07 GMT

I'll give that a go then ta. Wondered if you might be able to send a new PSU out?

Re: Black wifi hub not connecting after power outage

mandisa1-TT — Mon, 04 Aug 2025 11:45:37 GMT

I am unable to do it on my end, however the full fibre team will be able to:)

Re: Black wifi hub not connecting after power outage

Gliwmaeden2 — Mon, 04 Aug 2025 13:15:28 GMT

You may well find that they send a whole replacement router, @AndrewSUB8 that includes the PSU.

Try to haggle for no postage charge as that sometimes appears.

And you'll need returns bags for old / faulty equipment [even if that router is fine apart from the power plug].