on 10-05-2022 02:43 PM
My tenants have been complaining of loss of internet sporadically over the last few weeks. Today I went in the property to see if I could fix the issue and found that the ADSL and Internet lights on my Openreach GFAST box were not lit. I rebooted the box and all the correct lights reappeared. Although the internet seems to be working to a point through the Netgear WNR2000 router plugged into it, the WiFi is very intermittant from it. Could I please request a new SAGEM router be sent out in an effort to cure the problem. I recently used the online fault tracking service and your system said a line test came back as fine.
Thanks in advance. Sorry if I've posted this in the wrong section, the service is GFAST, not Fibre, although it runs at fibre speeds, it isn't, if that makes sense.
Answered! Go to Solution.
on 13-06-2022 01:14 PM
on 13-06-2022 01:05 PM
on 13-06-2022 11:23 AM
Hi I got a problem with my router and need a new one . TalkTalk keeps on sending me engineers they can’t find an issue and I gone 6 days without internet. Since I started TalkTalk I been having issues many engineer have come and gone but the problem is the same . Now the router won’t even come on when it did it was extremely hot can I get it replaced thank you
on 17-05-2022 08:32 AM
on 17-05-2022 08:29 AM
Thanks for your reply. I've had no complaints from my tenants since it was installed, so I'll mark this thread as resolved. If I get more complaints I'll open a new thread. Thanks again.
on 17-05-2022 08:27 AM
Thanks for keeping us updated. I've checked and the WIFI optimisation has been switched off.
Please let us know how the connection compares with this router.
on 17-05-2022 08:18 AM
I can confirm the router has been delivered and installed. All seems to be working ok. I've separated the two WiFi bands, which seems to aid connectivity. Could I please ask an OCE to check if the new router is on the latest available firmware ( sorry I forgot to take a note of the current version ) and update it as needed. Lastly could you please disable WiFi optimization.
Thanks for your help
on 13-05-2022 07:27 AM
on 12-05-2022 04:13 PM
Thank you. As of today it hasn't arrived but I realise it could take a day or two.
One point I'd like to raise if I may. Earlier in our discussions I was told that there is no way the broken Netgear router would have been issued by TT, this raises an interesting question.
If the router wasn't supplied by TT, how come I can clearly see the devices which are currently connected to the router in the house on my account under "manage my devices?" Does this not mean that *somehow* the router is allowing info to be passed back to TT via the Openreach GFAST modem about the connected items?
on 11-05-2022 10:23 AM
on 11-05-2022 10:19 AM
on 11-05-2022 09:55 AM
Ok. The tenants do need reliable internet, could you please advise exactly what the charge is for not returning the correct router? I've just been contacted by a tenant who has borrowed a neighbour's router for testing purposes and the problem is indeed the old router.
on 11-05-2022 09:45 AM
I can't see any information about your router at all, probably because it's not one of ours. You can of course buy your own router but it may not be the router that's at fault, at least if we send a router to test with you'll be able to see if the router is the cause of the problem. If it does appear that the router is faulty then you can keep the Sagemcom but it would be chargeable.
on 11-05-2022 09:32 AM
I simply cannot return what we do not have, or ever have had at that property. If you have accessed my router this morning in order to complete tests it should be evident that the router is not a Sagem, surely?
As I am unable to send back what I do not have what are the next steps? I must say I'm tempted to just buy an EERO6 from EBay and sort the problem out. It seems that would be much less hassle.
on 11-05-2022 09:26 AM
I'm sorry but the Netgear router won't have been supplied by ourselves, the router supplied was a Sagemcom. I'll arrange to send another Sagemcom so that we can see if the Netgear is the cause of the issue, but we will need you to return the new Sagemcom after testing, if you are no longer able to send the original one back.
on 11-05-2022 09:19 AM
We do need to get the problem sorted as the service is unreliable at the moment. There is no Sagem router in the property at the moment, I've checked with long term tenants and they've not seen one, only the one which is in place at the moment. As I've said, the only one I can return is the Netgear which I am certain was supplied at the start of contract. I am not willing to be charged as a result of not returning a Sagem when the property doesn't have one. If you can please confirm and note my account that I am not to be charged in this case I'd appreciate it.
on 11-05-2022 09:09 AM
Thanks for answering the security questions. I've checked the system and the router supplied was a Sagemcom. I can send send another Sagemcom to test with and if it doesn't resolved the issue you can return it, would you like me to arrange this?