Urgent. Require new Sagemcom Hub router to be sent, please.

[Catwoman1]

Hello,

Following two powercuts in my area, earlier this evening, my Sagemcom Hub can no longer connect to the internet. Simply continues to blink orange.

Once power was restored, the router continued to blink orange, so I unplugged router for 30 mins. Still failed to make a connection, when replugged in, with continous blinking of orange. Attempted a hard reset via pin at back. This failed, too. Continued to blink orange.

Luckily, I'd kept an old Huawei TalkTalk router and was able to establish an internet connection with this. Though, this is a *very* old router. Therefore, I would still require a replacement Sagemcom Hub router to be sent out to me, please?!

The same thing happened with two previous Sagemcom Hubs, after a local powercuts over the last few years. Even though routers are always plugged into to a Masterplug surge protected extension lead.

Thank goodness, I'd kept an old router that hadn't previously failed. Otherwise, I'd be without internet until a new router could be sent out.

Kind Regards,

Julie

[nomfezeko-TT]

Thank you so much, I am glad to hear the Loyalty team has already sorted this on their end and sending out a new Hub for you, should you need anything else, please do not hesitate to reach out and we will be here. 

-Fez. 

[Catwoman1]

Hi Fez,

I've since called the Loyalty Department and they are sending out a new Sagemcom Hub. 

I've conducted all the usual tests and the router has clearly become faulty due to the local power cut.

Kind Regards,

Julie

[nomfezeko-TT]

Thank you for the response, the issue seems to be with the router, let us run some minor checks on our end, these checks will help us determine the main cause of the issue and a possible resolution to it. Shall we start?

-Fez. 

[Catwoman1]

Hi Fez,

Thank you, for the swift reply. Correct. I have no internet access at all with the Sagemcom Hub.

I do have internet access when I plug in an old Huawei router.

Kind Regards,

Julie

[nomfezeko-TT]

Hi there @Catwoman1, thank you for reaching out to us regarding the issues you are experiencing with your Sagemcom Hub. I understand how frustrating it can be to deal with connectivity problems, especially after power cuts. I appreciate you taking the time to troubleshoot the situation by unplugging the router and attempting a hard reset. We will need to run checks for you on our end to help us determine the main cause of the issue so we can help accordingly. Please let me know if you have no access at all when the Sagemcom Hub is connected?

-Fez

[Divsec]

Hi @Catwoman1 your post has been escalated and you should hear soon.