TalkTalk WifiHub flashing amber

[DavidLesleyB]

Apologies for re-post as found I had a community login attached to TT account from years back, and am unable to attached to the account I posted with yesterday..... 

Hello

Since the weekend the TalkTalk internet has been down at home , the box has been flashing amber, I have an open case REP-16216243 but have struggled talking to TalkTalk. Its fibre65 and comes in on like an ADSL telephone line. (we have no phones connected to baylen)

With advice from TT I swtiched router off for 20mins, this does not resolve when switched back on. I then removed front of wall socket and plugged into back of socket (test socket?) - still no change after restart.

Have been in chat for around 8 hours today and nothing happening so did some testing and found....

The wifi network is not available anymore-it does not appear as available on any devices.

I tried disconnecting lan cable and running with just power and broadband cable into router and using wifi.. still no wifi signal.

Plugged Lan cable back in and tried pinging from pc - no reponse as pc not issued ip address. put in a static ip into pc with subnet and gateway.

Pings 20 times ok then goes no reply for a min or two then replies 20times and repeats this cycle over and over, always 20 pings then dead for a bit. bit like router is not starting up fully and re-cycling.

No DHCP or Wifi from the box at all - was considering powering up with nothing connected , only power and seeing if Wifi signal happens? Or perhaps if no broadband connection then everything else does not work? - ive not seen that before.

Is the TT Wifihub router broken?

Thanks D & S

[siphosethu-TT]

Hi there @DavidLesleyB, you are most welcome. I take it you know where to find us should you require any assistance. 

[DavidLesleyB]

Hello

We are now back on the internet - after a week!

I ordered another identical Sagecom router off ebay (last Wednesday - 2 days after internet went down ) - it arrived today whilst I was at work.

Gave the 'new' router a reset to factory settings / changed its admin password and turned uPNP off - as it was preowned. (I was able to WiFi connect to it no problem, DHCP was working etc).

Plugged it into the broadband cable and local network - worked straight away - just had to  change wifi settings on everything.

Thanks for advice from this forum any how.

D&S

[siphosethu-TT]

You'll have to start a new topic as the thread is under @DavidLesleyB, please click below to start a new thread.

Here you go

[Pte1983]

What do you mean my own thread?

[siphosethu-TT]

Hi there @Pte1983, please start your own thread so we're able to assist you. Thanks

[Pte1983]

I am home yes and router is switched on aswell.

[siphosethu-TT]

Hi there @DavidLesleyB, please confirm if you are currently at home so we can run diagnostics on the issue. Thanks

[KeithFrench]

Hi @DavidLesleyB 

Maybe the router is faulty, let me ask TT to check it for you.

[DavidLesleyB]

Hello

Thought I'd just better update this.

TalkTalk (TT) messaged that the OpenReach engineer had visited the exchange and that they (TT) expect the problem to be fixed (this was Friday 21st).

Unfortunately the internet is still not working and the router (Sagecom Fast 5464-2T4) is still flashing amber.

I went back and double checked the cabling up until the point where it leaves the house.
I have tried a different micro filter and have the front face removed from the broadband box and have plugged into the socket behind it.

I have left the router off for 30mins and have switched back on (after the engineer report).

Still the router flashes amber (on the TT website on one page it say this means the router is starting up). This corresponds with no wifi signal is ever being broadcast by the box anymore, and the DHCP service is not giving out addresses.
If I put a static IP in our desktop PC and ping this router it cycles with no response, 20 pings then no response, repeated - 80% packet loss.
If I ping another device on the network (security camera box) this gives solid 100% response.

I have tried the reset router with the paper clip for 30 secs - it does seem to repond to this (carries on flashing amber with no breaks).

Have tried rebooting router with all cables disconnected (apart from power) and still no wifi signal from box.

TT say they will close call if I dont up date in 5 days - have been unable to contact due to being in a doom loop with Sara the AI assistant (Sara - My Connection Page - Sara) - I think if its not a weekday between 7-5 your stuffed. Which is a problem when you work at a school and am not allowed time off during term time. I have to rely on my partner who is at home to do tests for me on phone during working day.

D & S

[KeithFrench]

@Ianc66 

If you want your service fixed, then you do need to create your own thread as advised by @Gliwmaeden2 .

[Ianc66]

I don't need to start a new thread, just backing up what others have said.

Poor service 

[Gliwmaeden2]

As in the previous response, @Ianc66, you need to return to the message board and click on start a topic to begin your own thread. 

Staff support only deals with the original poster, to avoid any confusion in the replies. 

They are not on here at weekends, so once you start your own thread, it will be Monday before you hear from them.

[Ianc66]

Same for nearly a week.

Did the remote router tests and registered fault / complaint.

No update from TT since last Monday.

Nobody agent answers with online chat ... despite Sara 'bot' passing you to an 'agent'.

Poor service.

[KeithFrench]

Hi @Pte1983 

If you want help, you cannot use someone else's thread.

To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

TalkTalk insists on one thread per problem per customer. Please note, TalkTalk makes the rules, not me.

Thanks.

[Pte1983]

Hi i am also having a issue with my Broadband. Just got back from my daughters and flashing amber light. Tried all trouble shooting plus downloaded the help app too which didnt get me anywhere. Cant seem to get hold of a agent either.

[Philile-TT]

@DavidLesleyB are you currently at home? 

[Philile-TT]

@DavidLesleyB I will have a look at your repair case. 

[DavidLesleyB]

Hello, thanks for asking

Yes the internet is still down here.

Something did happen today ...............

At around midday a text came in on the phone from Talk Talk saying that OpenReach had advised Talk Talk that there was a "fault in our area."

I logged into our Talk Talk account to see if this was showing in our open case log in 'My Connection' (which was opened when we reported the fault on Monday) - this case has disappeared completely.

I started again with reporting again and did a line test (which was allowed, even though it was only 4 days since last test) and a new case was created REP-16229819 wlth a message stating OpenReach have detected a fault and will have to go to the exchange and possibly your home.

Then around 2pm this changed to an engineer is on their way to the exchange, they will not come to your home.

That is the last update.

The internet is still down and the broadband box is still flashing amber.

D&S

[Philile-TT]

Hi @DavidLesleyB are you still experiencing issues? 

[Gliwmaeden2]

@DavidLesleyB, support staff are only on here daytime Monday to Friday. If they need to run more checks, you'd need to be at home sometime between 7am and c 5pm.