Sagemcom fast5364 dropping Wifi or Ethernet connection

[Mariusj]

Hi, 

i am using wireless and wired connections. About 1-2 month ago random devices couldn't connect to  wireless LAN. Wired ones had no issues. Internet was always available on still connected devices and internet speed was very good. 

Usually restart of router was helping and issue didn't reappear dor a week or two. But last two weeks was every other day. This week every day couple times it looses Wireless connectivity on some of devices only. Its not the same devices are keep disconnecting. When connection is dropped then SSID cannot be found at all. Last two days wired connection was lost - laptop wasn't getting IP address allocated by router. It took about 3 restarts to get wired connection established and get wireless running again. Yesterday found router without any lights on. Replaced power adaptor - it worked straight away. But today already two times it dropped wireless connections and again couldn't connect via LAN port. As always - it happens only to random wireless devices, whilst wired ones all three cannot connect. Looks like its getting worse. Browsing through admin menu is very slow, sometimes need to close internet browser and to log on again. 

Router shows latest firmware. 

Please could you advise what next steps could be to resolve this issue?

[Arne-TalkTalk]

Hi Mariusj

Its still being worked on. 

Apologies

[Mariusj]

Hi Karl, 

Would you be able to find out from your Billing team what's the status with my account?

Thanks, 

Marius

[Karl-TalkTalk]

Hi

We cannot find a live account on our system for you, so are unable to action the request to send a router. We can see the details live with City Fibre.  I have escalated this to our Billing Teams to look at an account creation / activation on our side.

Thanks  

Karl. 

[Mariusj]

Yes, as per my earlier message - i dont have landline. I have a fibre cable connection all the way into my home. 

Kind regards,

Marius

[Debbie-TalkTalk]

Hi @Mariusj 

Thank you.

The screenshot from My Account shows that this is disconnected (shows at top and middle of screenshot)

[Mariusj]

Yes, same number. Just sent private message with screenshot. 

Kind regards,

Marius

[Debbie-TalkTalk]

Hi @Mariusj 

Does the same account number show in My Account that is in your Community Profile?

Could you send me a Private Message with the screenshot please?

[Mariusj]

Hi Debbie,

Yes, I can log to My Account.  

I am with TalkTalk more than 4 years, current Fibre65 since May 2023. 

Would you like me to upload screenshot from my account section or write any other detail into this chat?

Kind regards,

Marius

[Debbie-TalkTalk]

Hi @Mariusj 

I'm struggling to find an active account with the account number or landline number.

Are you able to log into My Account?

Have you recently transferred over from a different provider?

[Mariusj]

Apparently I already had landline number in "My Profile" - > "Personal settings". Now I changed it to my account no. 

Kind regards,

Marius

[Debbie-TalkTalk]

Hi @Mariusj 

Could you add your account number to your Community Profile?

[Mariusj]

Debbie,

I dont have landline connected. Should i add old landline number?

I have fibre65.

Kind regards,

Marius 

[Debbie-TalkTalk]

Hi @Mariusj 

Have you added the correct landline number to your Community Profile?

[Mariusj]

Good morning Debbie,

That would be a great!

Thanks,

Marius

[Debbie-TalkTalk]

Hi @Mariusj 

I'm sorry to hear this.

Would you like me to send a replacement router first so we can rule this out?

[KeithFrench]

You could have Wi-Fi issues as well as an unstable connection, which would account for this. Whilst I can help a lot with wireless problems, it is important to deal with the potentially unstable connection first.

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.

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 and then clicking 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.