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]

The previous staff member did not finish the checks and I am continuing from where she left off. 

[dave_Sc]

line test was done by Phili...!

Again pleae note other routers work fine....!!

[Mandisa-TT]

I am about to run a test that will look at the condition of your line. This test will identify any faults in the cables and associated equipment, between your home and the exchange, that could effect your service.

The result will allow us to determine if an engineer is required, or whether additional checks need to be completed with you.

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[Mandisa-TT]

Processing, please wait...

[dave_Sc]

Hi Mandisa,

What did the diagnostics test show..???

[Mandisa-TT]

Thank you for the information.

[dave_Sc]

video zip file .

Please note router seen in backgraoud works fine,

[Mandisa-TT]

Thank you, can you please take a 5 second video of the router showing the power light. 

[dave_Sc]

router is power up. with the only on led / light on router is flashing orange.

As mentioned many posts ago,

[Mandisa-TT]

Please can you confirm that the router is currently powered on by checking the router power light?

If it is powered on then you should see a lit power light showing on your router.

[Mandisa-TT]

Thank you @dave_Sc 

[dave_Sc]

one

[Mandisa-TT]

I understand however, we are continuing from where you and Philile-TT left off.  please confirm how many telephones socket do you have?

[dave_Sc]

Hi,

Went thorugh all this earlier today with Phili.  ???

What happens if router is faulty and cannot connect.

It been mentioned before that other routers connect with out issue..

[Mandisa-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,

Questions answered in Bold below..

1) Checked and other devices are connected through microfilters - only other deivce connected is a telephone.
2) Connected microfilters to the other devices - micro filter works fine with other routers
3) No other devices connected to the telephone line - No
4) Don't have enough microfilter to correct the setup - Set up is fine.

[Mandisa-TT]

Please ensure any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the telephone socket

1) Checked and other devices are connected through microfilters
2) Connected microfilters to the other devices
3) No other devices connected to the telephone line
4) Don't have enough microfilter to correct the setup

[dave_Sc]

Hi,

Other routers work fine.  

[Mandisa-TT]

We need to run through the checks to be able to diagnose the issue and provide a resolution, please refer to the last post and confirm.

[dave_Sc]

Hi.

Are Talktalk going to beable to resolve this issue today..?

Regards