WiFi Hub amber light flashing, intermittent response to ping and cannot connect to admin web page

[StarNamer]

Title says it all.

I've tried everything I can think of - switch it off and on, unplug all wired devices and even push the reset button - but it just sits there with a flashing amber LED, intermittently responds to ping (sometimes with a latency of several seconds!) and the admin web page won't open with Firefox saying the site may be too busy.

Any ideas?

[siphosethu-TT]

Hi there @StarNamer, I've investigated the matter and noticed that the issue is with the router. What I'm going to do is order a replacement router for you okay, I'm really sorry about the inconvenience it's caused you. Thanks

[KeithFrench]

Hi @sabelo-TT 

Surely, having to use such an ancient router to prove a point, is not a solution. It needs a replacement router.

[sabelo-TT]

@StarNamer, thank you for providing feedback to the resolution after an engineer visit. I will check on minor things on my end and will communicate further steps to you. 

[StarNamer]

OpenReach engineer determined that the line is OK but the WiFi Hub is dead, possibly due to a failed firmware update. We got the connection working by using an old HG533 that I had in the garage plus a modem he had on his van. This took over an hour and a half, but when I contact TT to request a replacement router, the 'expert' still wants me to go through the same tests again! Why can't they just accept that I've done all the tests that can be done and send a replacement?

[sabelo-TT]

@StarNamer, I have just shared a private message to you as I need minor private information on this matter. Kindly check on the message thereafter we will continue with our conversation 🙂 

[StarNamer]

I tested calling the speaking clock which was fine.

[sabelo-TT]

Hello there @DGEC4, we're aware some customers may be experiencing issues with their digital voice service (VoIP). We're sorry for the inconvenience this is causing, our engineers are working to get this issue resolved as quickly as possible.

Thanks
 

[DGEC4]

My VoIP phone not working since yesterday morning - unable to make or receive calls, just a continuous tone. Everything else working OK: TV, set-top box, computers, mobile phone all connected by wi-fi.

Have tried everything I could think of, including switching off/on, resetting Hub (NOT eero) automatically after 20 mins wait and manually via pinhole. Hub light white for 20 seconds, then flashing amber/white for 6 seconds, that pattern recycling continuously. Black full-fibre connection box lights: Power, Boadband and Service steady green; Ethernet flashing green; Phone no light at all.

 When can I expect this to be sorted out, please? It's causing considerable anxiety because of calls needed in and out relating to permanent health issues.

[sabelo-TT]

Thank you for this. Are you able to make and receive telephone calls on your TalkTalk telephone line?

[StarNamer]

No. My wife and I are both pensioners and on the priority list for electricity, but not phone.

By the way, I just checked and the phone line seems to be OK. 

[sabelo-TT]

Thank you for feedback @StarNamer as I will check on this matter for you. Just a quick one. Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line? For example a care alarm, lifeline, health pendant or fall detector.

[StarNamer]

Yes, I left it overnight and it's still doing the same thing. I've got a Linux mini server wired to it running continuous pings and it shows it as responding intermittently. Apologies; I'm not familiar enough with Linux to take a proper screenshot.

Screen photo

[sabelo-TT]

@KeithFrench, I will handle this matter on my end. 🙂 

@StarNamer, thank you for bringing this to our attention as I just firstly want to double check if you are still experiencing the same issue with your Wi-Fi Hub amber light flashing, intermittent response to ping and cannot connect to admin web page. Please do confirm with feedback once you have received this message. 

Thanks. 

[KeithFrench]

That sounds like the router is not synchronised to the fibre network. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

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.