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 @dave_Sc I have placed the order for you and the equipment will be delivered within the next 2-3 working days.

[dave_Sc]

@Mandisa-TT 

Thank you.

Delivery addres added in private note my profile.

Regards

[Mandisa-TT]

Thank you for your patience throughout this process. I wanted to inform you that I have spoken to the manager, and they have authorized the shipment of a new router to you. This new router will include a prepaid returns bag, so you can easily return the faulty unit.

Once you receive the new router, please install it as instructed, and if you continue experiencing issues, don’t hesitate to reach out for further assistance. Please add the deliver address on private note on your profile or you can send a private message with the details, and I will place the other.

[Mandisa-TT]

Thank you @Gliwmaeden2  and @ferguson for assisting.

[Gliwmaeden2]

Send back the Sagemcom, so that they have to record its return,  @dave_Sc  [ask for a prepaid returns bag and label] and hang onto a certificate of posting. 

As and when the older one that works conks out, as it inevitably will, they won't be able to stall the replacement process. They would have to issue you with a new one.

[dave_Sc]

@Gliwmaeden2 - I seem to having trouble getting Staff to understand that service if fine, proven by using an older router and that it’s the router thats faulty.

Cant even connect to router when hard wired through ethernet port. Pinging 198.162.1.1 give no reply.

Older router connected now.  Lucky I had one otherwise I would have no service.

Cheers

[dave_Sc]

@ferguson Pinhole reset done many times. Does nothing to router.

cheers

[Gliwmaeden2]

See posts # 29 - #39 where this was discussed, @ferguson.

[ferguson]

@dave_Sc 

I did ask a couple of days ago if you tried a pinhole reset on the Sagemcom, still worth a go if you haven't. 

[Gliwmaeden2]

Staff will respond after the weekend, @dave_Sc.

[dave_Sc]

Hi Support,

Serial number of faulty router for your records attached.

Regards

[dave_Sc]

Hi,

Do not need Engineeer all is fine and functional with router I have now installed. May be a little weaker on wifi signal stregth, but a least it works.

When I have time I'm going to check connection / signal strenth with a EE router for comparison. 

Do you wnat the faulty unit back for investigation...?   Or can I put it in the Electrical recycle bin..?

When I have time I'm going to check connection with a EE router for comparison. 

Regards

[Mandisa-TT]

@dave_Sc, I can assist you here, there are a few options to proceed however, please note that from the checks completed it is determined that we can arrange for an engineer visit for you, please do remember that the engineer can check exactly what is wrong with the router and replace it if needed. Do you want the engineer to come out?

[dave_Sc]

old router up and running in 2 minutes.....  Please see attached.

Seems to demeonstrate there are no issues within home setup.

Only conclusion is a faulty router..................

Do Talktalk want it back or can I bin it..?

Regards.

[Mandisa-TT]

I completely understand.

[dave_Sc]

data shown for the last 7 days was bcause I have had an old router connected since Sunday 14th  when agemcom FAST 5364 failed.

Since it seems your team cannot help. I will intall a old router I have. Which works fine

Can I ask you to send a pre paid return ticket so I can send back faulty router..?

I would throw it out, but when i change service provider TalkTalk are likley to ask for its return.

Regards

[Mandisa-TT]

Based on the checks we've completed, it appears that the issue may be within your home setup. Here’s a summary of what we’ve done:

• Run a line test today and no faults were detected
• Our systems have checked line data for the past 7 days and no issues were found
• You've confirmed your Broadband/Telephone equipment is connected to the main telephone socket and appears to be in good condition
• Ensured your router is current and up-to-date (if the issue impacts Broadband).

To assist further, we can provide additional guidance on checking your home setup.

Alternatively, if you'd prefer, we can arrange for an engineer to visit and ensure your setup is optimized for the best possible service. There is a fee of £75 for the engineer visit, but this will be waived if the engineer identifies a fault with Openreach or a fault with the router where a replacement is required (this does not include set up).

What would you like to do?

1) Book a TalkTalk Engineer
2) Get the in home check guide by email
3) Get the link for the in-home check guide
$) Resolve the issue myself

[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.