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]

@dave_Sc can we please let the diagnostics finish and get the resolution because If I order a new router, you will be charged. 

[dave_Sc]

Hi,

Past 6 minuted now..  

Router LED still flashing orange.

Router Wi-Fi Network name (SSID) still not visible for selection.  

I suspect router is faulty.  

[Philile-TT]

As a change has been made the router will need to reconnect - this can take up to 6 minutes. If it connects sooner then we'll be able to progress once we see it connect.

[dave_Sc]

Hi,

Reset just completed.

LED still flashing orange.

Router still not avaliable for use.  

[Philile-TT]

Please let me know if you have completed the factory reset now? 

[Philile-TT]

@dave_Sc I understand that you may have previously done checks on your side, please beware that I am currently running a diagnostics test and in order to get to a resolution the steps given should be done no matter if it has been done before. 

[dave_Sc]

Hi,

Factory reset attempted many times by pressing reset button on back of router and holding for 30 seconds.

Router orginal setting are not being restored.

Default router name is still not avaliable.

Regards

[Philile-TT]

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin, straightened paper clip or other tool that fits in the hole, which you'll need to hold in for 30 seconds.

[Philile-TT]

A factory reset is required on your router which will restore the router to it's original settings, including the Wi-Fi Network name (SSID) and password.

If the password has been changed, please refer to the one on the stickers attached to your router to find the original password.

Once the No Internet connection issue is resolved, I can assist you in reconnecting to the network.

[dave_Sc]

Hi Phili,

No changes made to WiFi Network name (SSID) or password

Note: router name is not avaliable for selection from window network selction.  No wifi signal.

Regards

[Philile-TT]

Did you make any of the changes I have asked previously? 

[dave_Sc]

Hi,

Please note:

I can not conect to router via wifi using IP address 192.168.1.1
Can not connect to router via hardwired ethernet cable using IP address 192.168.1.1

Reset button pressed for many 30 seconds, but no change.

Holding reset button does not cause router to power cycle ( IE led continues to flash Orange) I would have expected change in Led colour.

Regards

[Philile-TT]

Have you made changes with the WiFi Network name (SSID) or password ?

[Philile-TT]

line test has not identified an issue outside your premises. As you've not made any changes before this issue started, the next step is to look at the router.

I'll guide you through the router checks - ensuring it's up to date and addressing any potential temporary issues that could have caused the disconnection from the Internet.

If these steps don't resolve the issue then I'll look at other potential causes.

[dave_Sc]

Hi,

No changes, just router failure on Sunday.

Other routers work without issue.

Regards

[Philile-TT]

Have there been any recent changes in your home that could have impacted your service?

For example - new or replacement equipment, building work on the premises or damage to any wiring in or around the home?

[dave_Sc]

Hi, Router only has one LED and its flashing Orange.

[Philile-TT]

Is there a green or red light also showing? 

[dave_Sc]

Hi,

Flashing Orange.

[Philile-TT]

What is the status of the power light?