Router not working but TT sent a modem instead!

[markkey]

Help! I reported no internet from the wifi router. The online chat assistant checked the line and insisted the problem was with the modem.

I didn't think so as I can get broadband TV fine direct from the modem.

Anyone had this? I guess you have.

I suppose I have to call/chat a third time to convince TT to send a replacement wifi router?

Thanks.

[Philile-TT]

@markkey please send a private message confirming your address for delivery purposes. 

[markkey]

Hello - yes I have always had internet, for instance I can plug the TV into the modem and interactive TV works, Netflix etc is fine. The issue is that the wifi router doesn't work despite multiple resets, leaving off for 20 minutes etc etc. I did explain this to the chat person but they said at least three times that their testing had shown the modem was faulty.

Thanks.

[Philile-TT]

@markkey just to confirm you are able to get internet when connecting to the modem? 

[markkey]

Thanks for your help.

[ferguson]

OK, thanks for clarifying. Make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that the support team can link your forum identity with your account and then wait for them to respond.

[markkey]

To be clear it is Fibre 150. 

I have the Sagemcom F@st 4370 (modem/ONT) and the Sagemcom F@st 5364 Wi-Fi Hub (router).

• When I plug a device directly into the F@st 4370, the internet works fine.

• When I connect through the F@st 5364 Wi-Fi Hub, there is no internet access, either by Wi-Fi or wired.

• I have already checked the cabling (4370 → WAN/Internet port on 5364), restarted both devices in the correct order, and factory reset the 5364.

• The problem still persists.

This shows the broadband line and modem (4370) are fine, but the Wi-Fi Hub (F@st 5364 router) is faulty.
So I suppose I need a replacement Wi-Fi Hub / router instead of another modem?

[markkey]

Hi - I have a pretty standard package 100mbps broadband.

It was an Openreach modem and the standard TalkTalk branded wifi router.

The Openreach modem has now been replaced but the wifi router still doesn't work.

Hop that helps!

[ferguson]

So what particular service do you have that you use a separate modem and router and can you describe the devices in a bit more detail?