Faulty Sagemcom FAST 5364

[dave_Sc]

I have lost WiFi on my sagencom hub and unable to connect to router via ethernet port using IP address: 192.168.1.1.

I have tried resetting and turning off for 20 minutes a number of times without success.

The orange LED is constantly flashing.

All ok when using old router.

Your help required.

Regards

David. 

[Philile-TT]

Thank you for confirming that, the line test is underway. 

[dave_Sc]

Hi Phili,

No.

[Philile-TT]

Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[dave_Sc]

Hi Phili,

Yes I'm at home.

Regards

[Philile-TT]

@dave_Sc I will need you to be available whilst I run the test 

[Philile-TT]

Are you currently at home where the TalkTalk services are installed? 

[dave_Sc]

Hi Support,

Faulty router now connected, powered up with led flashing Orange.

Please start your testing..  

Note: there is no wifi connection to router.

Regards

[Philile-TT]

Hi there @dave_Sc please note that we are available to assist from 07:00am to 5:00pm, please get back to us when you are available to complete checks. 

[dave_Sc]

Hi Mandisa,

Router will be plugged in and powered up from 13:00 hrs.

Regards

[Mandisa-TT]

Hi @dave_Sc When you are home, you can just let us know here and we will start the checks on the line.
 

Here’s what to expect during the test:

• You’ll need to connect the Sagemcom FAST 5364 router and keep it powered on.
• Please ensure you have access to mobile data so we can stay in touch while your broadband is offline.
• I’ll run remote diagnostics on the router and may ask you to confirm the LED status or perform a quick reset if required.
• Once the test is complete, I’ll advise on the next steps (repair or replacement).

[dave_Sc]

Hi Mandisa,

i could switch to mobile and be home between hour mentioned previous post.

Please can you explain what my involvement be. .?

Also please confirm test time.

Regards

[Mandisa-TT]

I completely understand @dave_Sc. You will need to be available and at home when running the checks, will you be able to switch to mobile data while doing the checks. 

[dave_Sc]

Hello Phil,

I can connect faulty router between 13:00hrs and 15:00hrs on Friday 19th December 2025.

Please note - while router is connected I will no no internet access so will not beable answer any questions until problem is fixed, or when I refit an older woring router.

Regards

[Philile-TT]

@dave_Sc understandable, looks like faulty equipment. We are available Monday to Friday 07:00-17:00 you can let me know when you are available and at home during these hours and I will assist with the test. 

[dave_Sc]

Hello Phili,

No issues experianced with the old router that is fitted now.

Do you need faulty unit refitting for your diagnostic testing...??

If so we will need to set time and date for test so I can reinstall faulty unit.

Unable leave fualty unit fitted for any lenghth of time, because other users wil have no internet connction.

Regards

Davd

[Philile-TT]

Hi @dave_Sc please advise if you still having an issue with your internet? I will need to complete a diagnostics test. 

[ferguson]

Have you tried a pinhole reset? Subject to that, the support team should pick this up tomorrow.