Router is dead - Customer service not helpful?

October 10, 2019, 10:45 am

≫ Next: Wish my speakers could drop like my router ...NOT

≪ Previous: WiFi Hub light changing from white to orange

$

0

0

Hi there,

 

Yesterday my new router (Sagemcom Fast 5364) died after only 34 days of service, it wouldn't turn on anymore. I tried it on a different socket and tried other appliances in the same socket to check it was not the socket's fault.

I called customer service and they put me on hold to perform some checks, asked me what router model I have and finally said "you are offline, we need to send an engineer from OpenReach to check".

The advisor said the appointment would be today from 1pm to 6pm to which I replied both me and my wife work and we would not be at home before 17:30. I stressed this point several times as he mentioned there would be a fee of £65 if there was no one at home when the engineer arrives. The advisor said he added a message for the engineer to come only after 5:30pm.

Guess what? Today at 12:30 I receive an SMS saying "an engineer will be on site at 1pm". They completely ignored what I repeated several times.

My wife called to complain about this and she was told we would have to wait until the fee is charged and then "dispute it". Surely there should another way to solve this, given the fact it's not our fault at all?

 

Moreover why they need to involve an engineer from and external company for a dead router which belongs to Talk talk? When my wife called today she was offered a replacement router straight away. 

 

Thanks in advance for your help

---

Wish my speakers could drop like my router ...NOT

October 10, 2019, 12:30 pm

≫ Next: New Router for Faster Fibre, can't connect to the internet using Ethernet cable, Wifi works fine.

≪ Previous: Router is dead - Customer service not helpful?

$

0

0

I have been in contact with the live chat many times now trying to resolve my issue with constant dropping, they’ve tested the line each time and found no faults.

they tried changing channels etc etc

in the end I was asked if I need to upgrade to resolve the issue 🤷🏻‍♂️, after all the questions and answers I was told I need the extender they have on offer, I’m sitting next to the router and can’t get online without turning it on and off daily so can’t see how an extender will help...

I can’t see any option bar one for me

New Router for Faster Fibre, can't connect to the internet using Ethernet cable, Wifi works fine.

October 10, 2019, 10:53 pm

≫ Next: Faster fibre boost

≪ Previous: Wish my speakers could drop like my router ...NOT

$

0

0

I recently upgraded my broadband to Faster Fibre. Wifi works just fine, but when i connect my PC with Ethernet cable, I don't have access to the internet, despite being connected. This surely isn't a client-sided issue, as I tried two cables and both work just fine with old router. Also all settings seem to be in order.

Faster fibre boost

October 11, 2019, 1:24 am

≫ Next: Confused about why service is not working

≪ Previous: New Router for Faster Fibre, can't connect to the internet using Ethernet cable, Wifi works fine.

$

0

0

On Oct 8th renewed my contact and added faster fibre boost . Received confirmation email.24 hrs later switched off router for 30 mins no increase in speed. Have tried several times since still no improvement in the speed. Carried out talk talk line tests the results say everything is ok. Have a Huawei HG635. Also specifically requested a transcript of the chat of my contact renewal which I have not received. Have tried suggestions on the forum. Help would be appreciated.

 

Confused about why service is not working

October 11, 2019, 2:09 am

≫ Next: Facebook live lag

≪ Previous: Faster fibre boost

$

0

0

Hi 

 

I signed up for Talktalk Faster Fibre in the beginning of September and my connection was supposed to be live from midnight yesterday i.e. 10th October. 

 

A few hours before it was supposed to be live, I get an email and message saying

 

"We're having to sort a problem with your order before we can get you up and running. Don't worry, we'll let you know as soon as possible if there's a small delay to your go-live date." 

 

Cue to morning, it wasn't working and no other updates from Talktalk, so I went on livechat and was told it is some kind of issue with the 'splice cable' and would take at least 7 days to fix.

 

I just had the following questions

a) I was led to believe that having a new connection would involve just plugging in the router and it working. Why wasn't I informed in the 35 days between my order and the start date that there would be a line issue

 

b) What exactly does this issue mean? I had a working BT Fibre connection upto yesterday so clearly there is no issue in the line. Why does talktalk need to fix it before they can use it? If that involves an engineer visit, do I have to be home for that. The person on the live chat seemed terribly uninformed. I wasn't told when the engineer could come in to fix that

 

c) Does this give me grounds to cancel my connection? The person on the live chat said i could cancel only within 20 days of the order being placed not the service start date but if i was mislead by talktalk into thinking the connection would start working from the 10th of October which is clearly a lie, shouldn't I be allowed to cancel the connection? I would rather pay more to BT who at least have customer care which does something. Is there some kind of escalation or ombudsman email available for Talktalk?

 

d) Is there any kind of service guarantee? If it takes 30 days instead of 7 as promised, am I still obligated to be in a contract and keep paying talktalk even though I haven't been provided the service I was promised

 

e) I am also now unable to login into my account online, it was working till morning

 

It just says "Something went wrong. Please try again later."

 

And hence I am unable to get my talktalk number to be able to update in my profile

 

My order number is REMOVED

Facebook live lag

October 11, 2019, 2:40 am

≫ Next: WiFi Hub firmware update request

≪ Previous: Confused about why service is not working

$

0

0

Hi my wife uses Facebook live to participate in online auctions. The lag on the video is so bad that she is never able to win the auctions. We have tried different devices, WiFi and wired connections but it doesn't make any difference. Any help appreciated. 

WiFi Hub firmware update request

October 11, 2019, 3:15 am

≫ Next: faster fiber not connecting

≪ Previous: Facebook live lag

$

0

0

Hello,

 

I would like to receive the latest stable firmware for my new WiFi Hub. It is currently on version SG4K10001400t, which means it lacks the ability to reserve DHCP addresses, which is a deal-breaker for me as I want to be able to access a specific computer on the LAN from the external internet.

 

The WiFi Hub has been up and running for more than 24 hours. I mention this because I know that updates are meant to be pushed out in the small hours, and this didn't happen last night.

 

(I don't know how to identify myself to you privately so you can target the right customer.)

 

Thanks.

 

faster fiber not connecting

October 11, 2019, 3:17 am

≫ Next: Average Wi-Fi Speed

≪ Previous: WiFi Hub firmware update request

$

0

0

Had a house move on 27th of last month and services were supposed to go live at the new apartment on 2nd of this month. There were no problems in the old house. With the move, i also accepted a paid speed increase to 70 MBPS from 30 MBPS.

 

Oct 2: Engineer visits to setup, even though i got a text stating that no engineer is required.

Oct 3: Internet is not active yet. TalkTalk Hub has white and orange flashing alternatively.

Oct 4: contacted chat team and was told some reset has been done, have to switch off for 30 minutes and power ON again.

Oct 4: after this Internet is connected.

Oct 4 to Oct 8: works sort of ok, with frequent "No internet" message in home Laptop. with speed only in 30 MBPS range.

Oct 8: I switched off and ON the router and it would not connect to internet. Contacted chat and said router needs to be replaced even after telling it was working fine until the power cycle...

Oct 10: new router arrives and no surprise, does not connect. Orange light keeps blinking. spoke with chat who insisted i have to be at home to run some tests. had to windup early from work and reach Home. At a new chat session had to start all over again only to be told there is a engineer scheduled for visit (why did I leave work early?). Suspense on when he will call and arrive and identify the problem.

 

Why does this has to be so difficult? Any idea what is going on???

 

thanks

Kannan

 

---

Average Wi-Fi Speed

October 11, 2019, 4:09 am

≫ Next: How early are routers sent?

≪ Previous: faster fiber not connecting

$

0

0

Hi Folks, have just rejoined and my download speed is around 38mb. The problem is my wi-fi speed, I have the hub router and live in a smallish bungalow so distance from the router/floor levels isn't an issue.

Standing next to the router I'm getting speeds of around 25/35 dBm, with no router obstructions, closed doors etc, the speed is consistently over 70 dBm at the furthest point in the property, around 10/11 metres.

Any thoughts on this are appreciated. 

How early are routers sent?

October 11, 2019, 4:54 am

≫ Next: Cannot get WiFi connection on my laptop or printer with new WiFi Hub

≪ Previous: Average Wi-Fi Speed

$

0

0

I'm moving into a new property and I'm going to take TalkTalk broadband there.

 

I'm going to move in around the 5th or 6th November and would ideally like to have a working service from the day I move in.

 

My question is how early do TalkTalk send the router out?

 

My worry is that if I order it too early and the router is sent out it might end up with the current residents.

 

My tenancy is due to begin on the 31st October so they would've moved out by then.

 

Does anyone have any advice on when I should order my new service?

Cannot get WiFi connection on my laptop or printer with new WiFi Hub

October 11, 2019, 7:12 am

≫ Next: Connection dropping

≪ Previous: How early are routers sent?

$

0

0

I cannot get WiFi on my laptop in spite of following port forwarding instructions. Don't know if I have entered correct details on port forwarding table. My knowledge of IT is very limited. Always in the past I have just plugged in a new router and everything worked. Why this hassle now. Feeling really tired and frustrated! Can anyone enlighten me as to what I should do?

Connection dropping

October 11, 2019, 11:11 am

≫ Next: Internet and Broadband keep disconnecting

≪ Previous: Cannot get WiFi connection on my laptop or printer with new WiFi Hub

$

0

0

Hello.. have been a very happy customer for the past 11 months but over the last 2-3 days my FTTC connection has been dropping regularly (several times throughout the day) and taking up to 10-30 minutes to come back.

So far I've tried the following all with no positive resolution, the issue still remains -
• Rebooted everything several times
• Moved from an openreach modem back to the WiFi hub
• Set everything back to factory defaults
Ive listened to the line using a DECT phone (I don't usually have a landline phone plugged in, or use it for calls) and it appears that there is an intermittent scratching noise. I will acquire a wired phone over the weekend to see if its there or caused by the wireless phone.

Is there anyway for someone to have a look to see if there's anything obviously wrong. Like I said - pretty much zero issues with the service (it's been rock solid) until Wednesday morning when I woke up without internet.

 

Internet and Broadband keep disconnecting

October 11, 2019, 12:36 pm

≫ Next: TalkTalk Wi-Fi Hub version SG4K10002600t wireless channels keep changing

≪ Previous: Connection dropping

$

0

0

Hi, my internet's quality started dropping around 5 days ago when new wires that lead from the outside of my house was changed, the first day the internet was unusable (I wholeheartedly don't know if it's to do with this), the internet kept disconnecting every 30-100 seconds, until the next day when I moved my router about a bit and it worked for 4 days, until 3 hours ago,

 

My internet drops from 40-61MB to 1-18MB in about the span of 3 seconds however my ping is normal, I've moved my router quite a bit so that it stays connected but it's utterly useless to even use, my master socket is quite loose and I've had some troubles with it in the past but it's all good now, and when I say loose I really mean it, I've told everyone in the house to stay away from it on multiple occasions and it really is sensitive.

TalkTalk Wi-Fi Hub version SG4K10002600t wireless channels keep changing

October 11, 2019, 1:23 pm

≫ Next: Terrible internet!

≪ Previous: Internet and Broadband keep disconnecting

$

0

0

I change the channel on both 2.4 and 5ghz to avoid other router. Works fine for a while, then changes itself again. Is this a known issue 

 

Terrible internet!

October 11, 2019, 7:59 pm

≫ Next: Faster Fibre Broadband slow speed. Chat not helpful.

≪ Previous: TalkTalk Wi-Fi Hub version SG4K10002600t wireless channels keep changing

$

0

0

Hello there the worst for awhile in London SE1 2.. constantly going on and off the last day it was ok after being away a few days please help urgently thanks Jace!  

---

Faster Fibre Broadband slow speed. Chat not helpful.

October 11, 2019, 12:53 pm

≫ Next: Faulty Sagemcom 5364 router

≪ Previous: Terrible internet!

$

0

0

I have had a problem with the internet speed for a long time. Should be better and faster. After a few hours of chatting and testes nobody solved my problem. 

Faulty Sagemcom 5364 router

October 12, 2019, 7:08 am

≫ Next: Router Firmware/Software - Fast5364 version SG4K10002600t

≪ Previous: Faster Fibre Broadband slow speed. Chat not helpful.

$

0

0

Ever since i received this new router 2 months ago i have had problems with it

It connects then after a while internet becomes unavailable This happens up to 12 times a day and can only be remedied by switching off and on

Got in touch via fault text and they sent an engineer out who checked line and its okay He said its the router

This fault continued for another week so i got in touch again Sent an engineer out again who came to the same conclusion 

Been on at them now for 2 months 

I have used my old router a few times as fed up and guess what... no problems

So logically the new router is faulty but nobody at talktalk is getting this

I would love somebody from talktalk to come on here and give me an explanation as to why they won't send me a replacrment router 

I have given up on the text fault line because we seem to be going round in circles

Router Firmware/Software - Fast5364 version SG4K10002600t

October 12, 2019, 4:41 pm

≫ Next: Frequent disconnects for past week

≪ Previous: Faulty Sagemcom 5364 router

$

0

0

Hi I try to ensure that the device names are updated so i know what they are in the device list , but occasionally they change back to random names/mac address so i have to rename them again, and save them, a few days later they are changed again.

Also i cannot seem to apply the CAMERA Icon as the error message appears,

'Operation Could Not Complete, Something Wrong Happened'

so have to use Audio/Video instead. I know its not much but i like it to be user friendly for me to know exactly what devices are connected and what type they are. Yes, it is a bit nerdy i know! 😁

Also, why isn't there icons for Smart Home Devices and things like CCTV or IP Cameras...

Thanks.

Frequent disconnects for past week

October 13, 2019, 6:13 am

≫ Next: No internet connection

≪ Previous: Router Firmware/Software - Fast5364 version SG4K10002600t

$

0

0

So this past week I've been getting disconnects again and it's doing my head in.  Playing a game online and bam - Network Lag.  I stare at the router and off it goes flashing orange at me for a minute or so and then reconnects.

 

There is no timing and no correlation to anything.  It can do it once per evening, or it will do it over and over again for a good 30 minutes then be fine for hours on end.  I had similar in mid August and did an online chat which basically proved nothing because chances are if you switch everything off and on again it will reconnect again anyway. And that's what happened.  The online guy would neither confirm or deny if he found anything/changed anything so I was none the wiser.  And to be honest I don't want to go through mucking around with all that again.

 

As I type during this post it has disconnected again!

 

After the August bout of it being really bad(worse that this week) it has been perfect for weeks and weeks. I've changed nothing at all:

Phone line is never connected so can't blame that.

Same PC plugged in via new ethernet cable

Load of devices over wifi

 

I would like this resolved because the previous 2 years of having BT Fibre followed by NOW TV I reckon I lost about 2 evenings through a network outage. 

Since having TalkTalk for about 6 months I've lost evening after evening of ropey connections which isn't acceptable. 

 

I don't want to have this for another 12 months until I can leave.

 

Any help would be greatly received.

 

No internet connection

October 13, 2019, 9:04 am

≫ Next: Low upstream

≪ Previous: Frequent disconnects for past week

$

0

0

Hi

So basically I don't have access to the Internet, I've already report that problem to helpdesk by live chat but I decided to put more details here and some steps that I have made. 

I moved to the new location 2 weeks ago and for the 1st week everything was fine until something went wrong last Saturday. 

I already set up router to factory settings and noticed that router has some problems with the vlan 36 according to the logs.

 

10.02.2017 06:13:36	Error	DHCPC	The WAN DHCP client process has failed on Vlan 36
10.02.2017 06:13:21	Info	SYS	Modem login was successful
10.02.2017 06:12:14	Error	DHCPC	The WAN DHCP client process has failed on Vlan 36
10.02.2017 06:10:52	Error	DHCPC	The WAN DHCP client process has failed on Vlan 36
10.02.2017 06:09:30	Error	DHCPC	The WAN DHCP client process has failed on Vlan 36
10.02.2017 06:08:07	Info	XDSL	VDSL connectivity is up port 1
10.02.2017 06:08:07	Info	WIFI	Channel: (44/40) Channel Hopping initiated/Manually initiated
10.02.2017 06:08:07	Info	DHCPC	The WAN DHCP client process has successfully been launched on Vlan 36
10.02.2017 06:08:00	Info	WIFI	Channel: (11/1) Channel Hopping initiated/Manually initiated
01.01.2013 00:00:31	Info	WIFI	Channel: (1/11) Channel Hopping initiated/Manually initiated
01.01.2013 00:00:29	Info	WIFI	Channel: (40/44) Channel Hopping initiated/Manually initiated
01.01.2013 00:00:27	Info	WIFI	Channel: (36/40) Channel Hopping initiated/Manually initiated
01.01.2013 00:00:27	Info	WIFI	WLAN password has been changed (TALKTALK4C03B9).
01.01.2013 00:00:27	Info	WIFI	WiFi security settings have been successfully saved
01.01.2013 00:00:27	Info	WIFI	WLAN password has been changed (TALKTALK4C03B9).
01.01.2013 00:00:27	Info	WIFI	WiFi security settings have been successfully saved
01.01.2013 00:00:25	Info	UPNP	UPnP functionality has been activated
01.01.2013 00:00:23	Info	LETH	An Ethernet port is now connected (2/100/FULL)
01.01.2013 00:00:19	Info	DHCPS	The LAN DHCP Server is active
01.01.2013 00:00:19	Info	DNS	DNS name resolution is now active

 

so my router doesn't get ip address from DHCP server 

 

 

Local IPv4 Address	192.168.1.1
Local Subnet Mask	255.255.255.0
Local Ethernet Mac address	78:65:59:4C:03:B9
Public IPv4 Address	-
Public Subnet Mask	-
ipv4Duration	00h02m21s
Default Gateway	-
Primary DNS Server	-
SecondaryDNSServer	-
ipVersion	IPv4/IPv6
NAT	DISABLED

 

but the telephone line sems to be fine 

 

Line 1
Status	UP
Connection Time	00h15m37s
Link Status	UP
Standard	VDSL2 (G_993_2_ANNEX_ B)
Line Encoding	DMT
Link Encapsulation	ATM (G_992_3_ANNEX_ K_ATM)

 

	Line 1
	Downstream	Upstream
Actual Rate [Kbps]	39970	9995
Maximum Rate [Kbps]	66037	9995
Noise Margin [dB]	13.70	13.40
Attenuation [dB]	11.50	0.00
Power [dBm]	-6.80	-6.90

 

I already disconnected my router from power supply few times for over an hour - nothing changed

I also checked 3 filters that I have and every time get the same result. 

I also tried connecting my router to the different socket but result every time is the same.

Aby suggestions?