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FIbre Support

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Faulty router being sent round the houses

First Timer
Private Message TalkTalk
Message 4 of 4

Why is support so difficult to deal with and cant go off script for faults? 1 week ongoing fault, router frequently flashing amber the solid white.

5 hours on the chat support.

1 talk talk engineer on tuesday, couldnt run line test as showing fault. 1 open reach engineer non contact appointment who found and fixed a fault on the pole.

Issue not resolved.

Thursday had the idea to disable wifi on the router, managed to do this between the router kicking me off. Connection has been stable, and and device connected to network cable has been fine.

Re-enable wifi and the problem returns. Turned if off it goes away.

Router has been hard reset several times.

I know the router is rebooting with wifi on as my hard wired laptop browser session is disconnected.

Now try telling this all to support, and answering the same questions multiple times they just can not authorise a router to be sent.

So here we are waiting for a 3rd engineer morning visit booked yesterday which im thinking isnt going to happen.

There is nothing wrong with the line if the router is rebooting when wifi is enabled. If the engineer turns up i really hope they have a router on them. what a waste of time for everyone



Support Team
Private Message
Message 1 of 4

Hi Skhudy


I'm so sorry to hear this.


Are you using the Huawei WIFI hub?


Please can you add your TalkTalk account number to your Community Profile, I can then send you a Sagemcom WIFI hub for testing.


Community Star
Private Message TalkTalk
Message 2 of 4

What make/model of router are you using? If it is a Sagemcom FAST5364 or 5464 running firmware V174, there is a bug that the Wi-Fi does not return correctly when disabling & re-enabling it. The only current resolution is to do a factory reset of the router's configuration. However, from your other fault description, I doubt that this is the main cause of your problems.


To this end, I have asked one of TalkTalk's support to pick your thread up and investigate it for you. They are all UK-based & most definitely do not work to scripts. If they think a new router will help, they will supply one free of charge.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

First Timer
Private Message TalkTalk
Message 3 of 4

Added to which its my childs bday we're sat here waiting for a morning visit which may not happen and then dont know if our afternoon plans are out the window if it turns out to be an all day appointment. Whole family fuming here