Broadband Down / Router Light Flashing Orange

[Simcom]

Hi,

My broadband connection went down approximately 10am on Saturday 4th January.

My setup is FTTP.

Landline is still copper.

Black ONT box Model No. 100-04923 10

Router Sagemcom FAST 5464-2.T4

Router has a continually flashing orange light.

ONT box lights are as follows:

Power: solid green

Broadband: solid green

Service: solid green

Ethernet: Alternates between solid green on for 40 seconds and off for 25 seconds.

I have tried connecting another ethernet cable to the WAN port but the result is the same.

I have powered off / on several times the ONT box and router.

The end result is always as above.

I think the problem is with the router, because with an ethernet cable attached between the router and the laptop I am not even able to connect in order to login to the router using admin access.

As a last resort I tried to factory reset the router via the pin hole on the back. The router will not even factory reset despite several attempts at pressing it in for 30 seconds plus. It just continues to flash orange, it's not even going through the factory reset process.

Unfortunately I don't have access to a spare router, so could you please send me a replacement router as soon as possible.

Many thanks in advance for your help.

[Gliwmaeden2]

@Rowan01, as Simcom says, you need to start your own thread. 

Please return to the message board and click on start a topic. 

Also complete your community forum profile details for Talktalk staff to identify your account. Go via your avatar; settings....Personal Information. SAVE CHANGES. 

[Simcom]

Hi Rowan01,

You will need to start a new topic of your own in order for the support team to pick up your problem on Monday.

I'm just a customer like you who they helped with a router issue.

[Rowan01]

HI,

I have just had my broadband upgraded to full fibre.  Unfortunately it did not work.  An engineer has attended  an confirmed that the new router is defective.  Can you please send a replacement?   Thanks

[Debbie-TalkTalk]

Hi @Simcom 

I'm so glad to hear this, thank you for letting me know 🙂

I've sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[Simcom]

Hi Debbie,

Just to let you know, the new router arrived and everything is now working perfectly. I'll return the old router for recycling.

Thanks again for resolving this so quickly.

[Simcom]

Hi Debbie.

Ok, no worries.

Thanks.

[Debbie-TalkTalk]

Hi @Simcom 

Apologies, please ignore this email. We have not made any changes to your package, we have only sent a new router for testing.

[Simcom]

Hi Debbie,

Just noticed that 2 minutes before your router order email I received an email from customer service saying I've placed a new order.

I obviously didn't do this. Briefly it read as follows:

'Great news! We've made all the changes you asked for.'

'Your new Fibre 65 Data Only Package'

'You can cancel within 14 days'

Is this a result of you ordering the new router?

My only concern is the 'Data Only' part.

Currently I still use the copper line for landline as the digital voice was not available in my area.

If it is now available then I can just plug into the back of the router.

If it's not I'm worried I'll lose my landline with this new package.

Could you just check what's happened for me please.

Cheers.

[Debbie-TalkTalk]

Hi @Simcom 

You are very welcome 🙂

Debbie

[Simcom]

Hi Debbie,

Thank you so much, you guys do a great job and it is much appreciated.

I'll report back when it arrives.

[Debbie-TalkTalk]

Hi @Simcom 

Sorry for the delay. I've ordered a replacement router for you, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with the replacement router.

Thanks

Debbie