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. 

[KeithFrench]

You're very welcome @Funky-Gibbons, have a good Christmas.

[Chris-TalkTalk]

That's great news Funky-Gibbons, thanks for letting me know. Have a great Christmas 🙂

Chris

[Funky-Gibbons]

UPDATE, I received a call from the technical team yesterday afternoon who suggested that I tried using an adsl filter (normally used with the standard bt socket), and plug it into the green digital voice socket on the back of the hub2, I tried this last night and pleased to report that I now have a working phone.

@KeithFrench FYI, after doing the above I turned the light back on in the router settings and it has also resolved the problem of the flashing light. 

It's taken a long time but finally got both issues resolved,  thank you to all that have helped over the last 2 months,  have a good Christmas everyone. 

[Chris-TalkTalk]

OK, I'll ask them to give you another call

Chris

[Funky-Gibbons]

@Chris-TalkTalk I had a missed call from talktalk last Thursday from 0800 955 5544,  I presume in regard to the fault,  when I called the number back there was just a message to say they would try to contact me later but this hasn't happened, can you chase up again for me please. 

[Chris-TalkTalk]

Apologies for the delay, I'll chase it up now

Chris

[Funky-Gibbons]

Any news from the Future Fibre Team?

They haven't been in contact with me and it's now 2 months without use of the house phone. 

[Chris-TalkTalk]

Sorry, I've ordered it now, it should be with you within a couple of days

Chris

[Funky-Gibbons]

Okay thanks Chris, have you also arranged for a returns bag too?

[Chris-TalkTalk]

OK thanks for trying that. I've raised this to our Future Fibre team. I'll let you know when I receive an update or they may contact you directly

Chris

[Funky-Gibbons]

The hub2 arrived on Friday for me to try , unfortunately my phone will still not register when connected to the green port, as I have previously mentioned I get a constant tone when I try to use it. 

I have borrowed a telephone from a relative to make sure it isn't a fault with my phone but still have the same problem. 

If I phone my house number from my mobile it sounds though it's ringing but it doesn't. 

I have now reconnected my existing hub2 as it had the wi-fi optimisation turned off as recommended by @KeithFrench 

I was going to return the replacement router straight away but there wasn't a return bag in the box, could you please arrange for one to be sent out to me. 

Can you also please escalate my issue to whichever department it needs to go to,  there must be some problem in my account settings that is stopping my phone from registering, @Chris-TalkTalk  said last week that the system doesn't show my phone being connected to the hub2.

[Michelle-TalkTalk]

Morning,

Please keep us updated.

Thanks

Michelle

[Funky-Gibbons]

Good morning Keith,  the replacement router that Chris has offered to send out is to try to resolve the secondary issue with the telephone port that seems to have stopped working as my telephone won't register, I am not expecting it to resolve the flashing light.

[KeithFrench]

Hi @Funky-Gibbons 

By all means, try another router. However, if I am right in what I said earlier, another router will make no difference, as I think that it is WiFi optimisation that is reacting aggressively to a potentially very busy WiFi network in your immediate area. I am sorry, but I simply can't remember if we have done any diagnostic work on the state of your WiFi, in respect of all the other networks around you. I am waiting for one other customer who had this problem to confirm if the light was also flashing.

[Chris-TalkTalk]

I've order another hub 2, it should be with you within a couple of working days, you'll also receive a returns bag to send the old router back in

Thanks

Chris

[Funky-Gibbons]

Thanks Chris,  can you send a replacement for me to try please. 

I had one previously but that was exchanged due to the flashing light which continued with this replacement so that's why we're where at are now. The phone did work on the previous hub2.

[Chris-TalkTalk]

Hi Funky-Gibbons,

I've turned off wifi optimisation again. 

Thanks for trying that, so have you just tested with the one 5464? If you have then I think we should try a replacement

Chris

[KeithFrench]

Hi @Funky-Gibbons 

Yes, it will have enabled WiFi optimisation once more. @Chris-TalkTalk will need to disable it again for you.

[Funky-Gibbons]

I have tried the factory reset but that hasn't worked, I have also changed the telephone connection cable as I had a spare to rule out a faulty connector.

Can I also ask as I have reset the router would that have turned back on the Wi-Fi optimisation?

[Funky-Gibbons]

I gave it a go last week but I will give it another go now and come back to you once it reconnects