Problems Pairing new Broadband Booster with Router

[DKP#7]

Have been sent a Broadband Booster -Sagecom V2  FAST266 WiFi booster in the hope of improving network around the house.

Have followed the included instructions and spent hours trying and also had online chat for over an hour today but the device does not/will not pair with my router - HG635.

Am at my wits end. Any ideas?

[nambuso-TT]

@DKP#7 Thanks for the feedback, Should you require any further assistance please do not hesitate to contact us. Thank you very much for contacting TalkTalk, have yourself a lovely day ahead:)

Goodbye😊👋

[KeithFrench]

Hi @DKP#7 

You're very welcome. I am glad that we got there in the end.

[DKP#7]

Thank you Keith.

Router arrived, set up and Booster paired and moved to appropriate position without problems - per your instructions.

We got there in the end and the new equipment has made a noticeable difference with my networking issue.

So thank you for your help and interventions. Thank you also to the TalkTalk staff member siphosethu-TT who eventually recognised my frustrations and acted to bring matters to an acceptable resolution.

[KeithFrench · Accepted solution]

Hi @DKP#7 

Assuming you accept this free router, please make sure that it is connected without the booster first, as the router's firmware will probably need updating. Anything less than V202 is not suitable for the V2 F266. Please also see my sticky on the V2:-

https://community.talktalk.co.uk/t5/Broadband/Very-Important-V2-Sagemcom-FAST266-Wi-Fi-Booster/m-p/3... 

It is probably worth doing a factory default of the 266, before you start trying to connect it to the router. With the F266 turned on, press & hold in the small reset switch on the rear of the 266 between the on/off button & the power connection, for about 10 seconds.

If you want any further help with the router or extender, I can provide this.

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[siphosethu-TT]

I'm really sorry about this, what I will do for you is get the router for you for free if that helps. Thanks

[DKP#7]

We had established this getting on for 48 hours ago.

So, no, frankly that's not fine with me especially without knowing more details regarding cost, etc. 

I believe the least you should can do is to exchange my router (NOT buy) so that I can assess whether this improves my home network. This after all is the problem I'm seeking to resolve.

I also need to know how my monthly contract price will be adjusted. Also, I'm concerned I was forced to start a new contract in order to receive the Booster and I've incurred a £30 admin fee as a result.

In addition TalkTalk have caused me to spend many hours trying to sort out a problem with pairing a non-compatible device they were responsible supplying. 

Everyone has tried to be helpful but overall the support has been less than good. This has been especially true since the point at which Keith told you the reasons for the problems with the pairing I was experiencing. TalkTalk finally seem to have accepted his point but not before I was still receiving totally unhelpful advice about what I needed to do.

I look forward to hearing how TalkTalk will respond to my concerns.

Thank you

David

[siphosethu-TT]

Please note that the router you have is not compatible with the Wi-Fi booster, the option you have right now is buying a new router if that's fine with you. Thanks

[DKP#7]

I've seen this after sending my previous post so I'll await developments. Thank you.

Given the time I've spent to date on this I'm not prepared to continue to sit full-time in front of my computer so I won't respond immediately in future.

David

[DKP#7]

With respect this doesn't help at all and is only making the situation worse.

You are just sending me the same instructions over and over again and it doesn't work. How long before someone looks at all the previous posts and chats and does something to actually help.

Can I please suggest someone looks at what Keith has been saying, takes him seriously and work from that.

I don't have a Hub I have a Super Router HG635. The Booster I've been sent, whether V1 or V2 and based upon Keith's posts, he says will NEVER connect to my Router.

As I understand it I  either need the Sagemcom Wi-Fi Hub to use with/pair with the Sagemcom V2 Booster I've been sent or if there is a better/improved router I can be sent perhaps this will solve my problem.

Someone, please take full responsibility for this situation and actually do something positive to help me!

If you can't then send me the necessary paperwork to return the Booster and make the necessary financial adjustments  to my contract, including refunding me the Admin Fee. for making the changes.

David

[siphosethu-TT]

I'm currently escalating the matter on regards to the router type, please bare with me and I will get back to you with feedback on how we can go about the situation okay. Thanks

[siphosethu-TT]

Hi there @DKP#7, really sorry about the inconvenience it must be causing you. Please use the link below which should help in setting up your booster. Thanks

Setting up and positioning your Wi-Fi Booster

[KeithFrench]

Hi @kanya-TT 

@DKP#7 doesn't have a WiFi hub, he has the HG635 Super Router.

I can provide full & accurate setup details for both the V1 & 2 266 boosters.

[kanya-TT]

No worries, tomorrow we will get back to you with a solution.

Regards 

Kanya

[DKP#7]

I've seen this after sending my earlier message. I'm leaving now and I'll await TalkTalk's response tomorrow.

Thanks

David

[DKP#7]

Hi Kanya

We are going around in circles! It's been a couple of hours and I'm back to telling you these instructions do not work and that has been the whole point of my frustration. I cannot keep wasting my time with this. 

Please offer up a solution or supply the device(s) that will be guaranteed to work. 

I can only give you another 10 minutes before I will have to leave this session as I have another commitment.

David.

[kanya-TT]

Okay David, thank you for your patience and am really sorry this has been a stressful endeavor for you since first contacted us. I will escalate this our Team Manager. We will get back to you tomorrow. 

Kanya

[DKP#7]

I hope you have some different instructions as the ones you've sent are exactly the ones I've been attempting to follow without success. The main problem is that there are NO Lights on my Router/ Hub that can flash different colours.

David

[kanya-TT]

Sorry David my heading was the one wrong it should have been V2. But the settings are correct. Kanya

[DKP#7]

Kanya

I'm confused!

You accept it's a V2 but the instructions you've asked me to follow say "Setting up your Wi-Fi Booster V1".

Will there be new instructions or do I follow these ?

David

[kanya-TT]

Oh, it's a V2. Thank you. please see steps below. 

Setting up your Wi-Fi Booster V1

It's best to initially connect the Wi-Fi Booster with your Wi-Fi Hub in the same room. That way, you can be sure they are paired correctly before finding the right spot for the Booster.

Step 1

• Connect the power supply to the Wi-Fi Booster, plug it into a mains socket and switch on. Wait for the light (underneath the Wi-Fi Booster) to change to a steady orange glow.

Step 2

• On your Wi-Fi Hub, press and hold the circular WPS button on the back for 3 seconds, then let go. The LED will flash orange.

Step 3

• Go back to the Wi-Fi Booster and press the circular WPS button on the left-hand side for 5 seconds. This will connect the two devices together. It usually takes about 30 seconds. During the pairing, the light underneath the Wi-Fi Booster will flash blue. When the light underneath the Wi-Fi Booster turns a steady blue, they are connected.

Step 4

• Now you can power off, un-plug the Wi-Fi Booster and move it to where it will provide the best coverage, while still having a strong connection to the Wi-Fi Hub.

Kanya