Faulty Router?

[Catnip]

My Sagemcom FAST 5364 router is faulty but I'm having difficulty with online chat support in identifying the problem.

It's no longer giving out any wi-fi signal, I'm unable to access the router homepage using wired connection (gives gateway communication error) and the login page does not show any firmware version. The router has been reset to factory default parameters, powered off/on multiple times and a second power supply has been tried.

The led flashes amber during boot-up, but goes off when this process is completed.

I think the firmware is corrupt and needs to be updated, does anyone know how to do this locally if I can't login to the homepage? Can TalkTalk do this remotely?

[Debbie-TalkTalk]

Hi Catnip

Perfect, thanks for confirming 🙂

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

Thanks again.

Debbie

[Catnip]

Hi Debbie,

I can confirm that the replacement router has arrived, been connected and now up I'm up and running again 😀

Thanks to all at TalkTalk for their support.

I'll return the old one as requested.

[Debbie-TalkTalk]

Hi Catnip

Ah ok, thanks for letting us know.

Debbie

[Catnip]

Hi Debbie, not yet but I believe that it’s due to be delivered later today. 🤞

[Debbie-TalkTalk]

Hi Catnip

Have you received the replacement router?

[Debbie-TalkTalk]

Hi Catnip

Sorry for the delay.

I'm so glad to hear that a new router has been sent.

Please let us know how the connection compares with the replacement router.

Thanks

Debbie

[Catnip]

Thanks. I actually had a call from them earlier to investigate further, looks like it is faulty as agreed to send out replacement router. Great support 👍

[Gliwmaeden2]

Leave the router on. Staff will be back on here in the morning. 

They can do remote updates or send out another router to try if necessary, @Catnip.