Flashing light on router

[Funky-Gibbons]

I have a Sagemcom FAST 5464 which has only recently been supplied to me following upgrade to full fibre 150, last night I noticed a pixilated stream while watching TV so I checked the router and found the light on the front was flashing white and orange, I have turned off the router for over 30 minutes both last night and this morning but I'm still getting a flashing light, this morning I also turned off the ONT for the same period of time to see if that would make any difference, I also did an automated check on my connection through my account and it came back with a possible fault on the line but after doing the further checks it could not find the problem,  can my connection be checked from your side or is there anything else I can try to resolve it please. 

[Chris-TalkTalk]

Does your friend have a TalkTalk City Fibre connection too?

Chris

[Funky-Gibbons]

Left the 5464 connected for 40 minutes but still flashing so I have swapped back to the 5364, where do we go from here? I am convinced it is a router issue as it still flashed when using at my friend's house but also you may think there are other issues to be considered as I have tried two Hub 2's with the same problem. 

[Chris-TalkTalk]

Thanks 🙂

[Funky-Gibbons]

Yes, will do 

[Chris-TalkTalk]

OK thanks, I'll change it back now to the previous setting. Could you just leave the 5464 connected for around 15 minutes to see if it will connect when I change it back, before swapping back to the 5364

Chris

[Funky-Gibbons]

Hi Chris,  I have swapped over the routers as the 5364 disconnected as you advised it would, but unless you have further changes to make then it has not resolved the problem as the Hub2 is still flashing 

[Chris-TalkTalk]

OK, I'll make the change now

[Funky-Gibbons]

Hi Chris, yes if that will resolve the problem I'm happy for you to do that now, I  have paused my work until I can try out the connection following your changes.

[Chris-TalkTalk]

OK thanks. I can make a change that should allow the 5464 to connect but it will stop the 5364 connecting, am I OK to do it now?

Chris

[Funky-Gibbons]

Yes sure, it's the FAST 5364

[Chris-TalkTalk]

Hi Funky-Gibbons,

Can you just confirm which router you have connected at the moment

Chris

[Funky-Gibbons]

Good afternoon, the FTTP was installed by City Fibre. 

I have just returned home after checking the router at my friend's house, who incidentally also has FTTP, and the same problem occurred there, so it is definitely a router issue rather than connection problem.  Could the warehouse have a bad batch of WiFi Hub 2's or do you think that I have just been unlucky having been supplied with 2 routers with the same fault?

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Please let us know how you get on. Can I just confirm, was your FTTP service installed by Openreach or CityFibre?

Thanks

Michelle

[Funky-Gibbons]

Well I'm at a loss now! the replacement wi-fi hub 2 arrived today which I connected up only to get the same flashing light issue I had originally with the first wi-fi hub 2 supplied after the full fibre upgrade, just to double check I powered down the ONT for 30 minutes but that made no difference, also for no particular reason I  tried without connecting my phone to the port to see if that was causing any issue. I have now reconnected the FAST 5364 and I have a solid white light. 

I have arranged to visit a friend tomorrow who is also a TT customer to try the wi-fi hub 2 at his house to see what happens there, I will update this post afterwards. 

[Debbie-TalkTalk]

Hi Funky-Gibbons

No problem 🙂

Apologies you received the incorrect router previously.

[Funky-Gibbons]

That's great, thanks Debbie 😊 

[Debbie-TalkTalk]

Hi Funky-Gibbons

Thanks for your reply 🙂

I've asked our Warehouse Team to send you a Hub2 and a returns bag for your current router.

Please allow 48hrs for this to arrive.

Thanks again.

[Funky-Gibbons]

Good morning Michelle, I have tested my service over the weekend using the FAST 5364 and I have had no issues so this probably identifies the problem was with a faulty router,  I would be grateful if you could try to re-order a FAST 5464 WiFi Hub 2 as discussed on Friday and I will return both the faulty one and the 5364 supplied for testing. Thank you. 

[Michelle-TalkTalk]

Morning,

I hope you had a lovely weekend. Just checking back in to see how you're getting on?

Thanks

Michelle

[Funky-Gibbons]

Yes will do,  I'll report back after the weekend, thanks Michelle.