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. 

[Mandisa-TT]

Thank you for confirming, Ensure the TalkTalk router is securely connected to the data (computer) port of a microfilter, and the microfilter is then connected to your master telephone socket.

 

[dave_Sc]

no damage.

No crackling on telephone line.

other routers work fine.  

[Philile-TT]

Does any of the equipment appear to be damaged?

[dave_Sc]

NTE5.

Actual socket attached.

[Philile-TT]

@Gliwmaeden2 thank you. 

[Gliwmaeden2]

@dave_Sc, if unsure, it can be useful to check the type against the illustrations on this page:

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Your_guide_to_main_phone_...

[Philile-TT]

@dave_Sc Please confirm what type of master socket do you have? 

NTE 5C mk4

NTE 5C

NTE 5FTTC

NTE 2000

Non-NTE

[dave_Sc]

I will have to resort to old router if your testing cannot rectify issue. So please carry on testing.

If your test determine router is faulty will a new one be free issued..?

Regards

[Philile-TT]

@dave_Sc I just need to confirm with you, will you be able to use the old router since it is functioning ?

[dave_Sc]

Hi,

Master socket was supplied by BT.

Router is pluged diectly into master socket via microfilter as per attached.

Please note: an old router works fine, with out any issues.

[Philile-TT]

@dave_Sc Can you confirm what type of master socket you have please?

[Philile-TT]

@dave_Sc could you please confirm the above? 

[dave_Sc]

Hi,

Even if router is not connecting to Openreach, I should still be able to see router name on wifi. 

Regards

[Philile-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[Philile-TT]

As router checks haven't resolved the issue, the next step is to look at potential equipment damage and ensure it is connected correctly.

I'll guide you through the checks - ensuring any damage or setup issues that could have caused the disconnection from the Internet are identified and resolved.

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

[Philile-TT]

No, you will not be charged. However, if it does not show it faulty you will be charged. The last router which is the WiFi hub was sent in 2019 therefore we have to complete checks. 

[dave_Sc]

Question.  If diagonostics show router is faulty and new one is required will I still be charged..?

[Philile-TT]

An automated check is in progress to check if the router is able to connect to the Openreach street cabinet. This can take up to 3 minutes to complete. I'll let you know once it's finished.

[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.