topic Re: Sagecom 5364 router firmware update in Broadband

Sagecom 5364 router firmware update

Brommers69 — Tue, 28 Dec 2021 13:42:37 GMT

My upload speeds are almost zero. I have had a ticket open for weeks but nothing has improved. My router says it need updating but how do I get the necessary software? I asked by email but got no reply.

Re: Sagecom 5364 router firmware update

Gliwmaeden2 — Tue, 28 Dec 2021 13:56:03 GMT

Upload speeds for basic Fast Broadband won't be more than 1Mbps at best, @Brommers69.

What package are you on?

What router do you use?

Staff will be back on here from Wednesday onwards.

Any notification emails you receive are from a No Reply address.

Re: Sagecom 5364 router firmware update

KeithFrench — Tue, 28 Dec 2021 15:19:35 GMT

Are these speed tests or the Sagemcom's sync speed? None of this will be down to the firmware on the router, updating of which is down to TalkTalk, you cannot do it yourself. What version are you currently running? Are you using wired or wireless connections?

Re: Sagecom 5364 router firmware update

Brommers69 — Tue, 28 Dec 2021 15:39:29 GMT

@KeithFrench They are speed test results. From the router GUI my software is SG4K100124. There appears to be an option to update it if I have the file. I'm a little frustrated TT haven't sorted this yet. The Talktalk help dashboard tells me it is out of date, assuming this is the right software I'm looking at. The problem is wired and wireless.

Re: Sagecom 5364 router firmware update

KeithFrench — Tue, 28 Dec 2021 15:43:11 GMT

I don't know how you got this firmware, it was never released as far as I know. You cannot update it yourself, despite what it says. 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), but if more urgent you can always try the Service Centre. The staff are back tomorrow, but may not be fully up to strength until after the New Year Bank holiday. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

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 then click 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.

Re: Sagecom 5364 router firmware update

Brommers69 — Tue, 28 Dec 2021 15:52:13 GMT

@KeithFrench thanks. I've tried the service centre on the phone but it is such a faff. I keep getting cut off or their computer needs resetting. Nothing seems to get done and why do they not know the software is wrong. I will do as you suggest but just need this fixed ASAP.

Re: Sagecom 5364 router firmware update

KeithFrench — Tue, 28 Dec 2021 16:15:31 GMT

They will get round to yours when you move to the top of their work queue, Other people will be in front of you who reported their problems before you. It will help your place in the call if you stop posting on here until they contact you on this forum.

Re: Sagecom 5364 router firmware update

Debbie-TalkTalk — Fri, 31 Dec 2021 08:44:16 GMT

Hi Brommers69

I'm sorry for the delay.

I will need to send another router, are you happy for me to arrange this?

Thanks

Debbie

Re: Sagecom 5364 router firmware update

Brommers69 — Fri, 31 Dec 2021 11:28:09 GMT

Yes please Debbie.

Re: Sagecom 5364 router firmware update

Karl-TalkTalk — Fri, 31 Dec 2021 14:59:31 GMT

A router has been ordered for you.

Thanks

Karl.

Re: Sagecom 5364 router firmware update

Brommers69 — Fri, 31 Dec 2021 15:52:24 GMT

Thanks Karl. Is there an issue with the firmware or is this just hoping the problem is with the router?

Re: Sagecom 5364 router firmware update

KeithFrench — Fri, 31 Dec 2021 16:27:48 GMT

The next version of Sagemcom firmware is currently on hold, whilst a problem in is investigated in it.

Re: Sagecom 5364 router firmware update

Anonymous — Tue, 04 Jan 2022 06:38:47 GMT

Thanks @KeithFrench 🙂

Thanks

Re: Sagecom 5364 router firmware update

Brommers69 — Thu, 06 Jan 2022 10:08:47 GMT

Talktalk,

The new router arrived, thank you, but it is the same type with the same software as the original. The upload speeds are unchanged. At least we know it is not a faulty router.

Could you please let me know what the next option is. Is there another router/software option? Are other customers working fine with the same router? Presumably it could be an Openreach issue (if it is not a router software issue as Keith suggests) as the only things not ruled out are the modem and things at the exchange end.

Re: Sagecom 5364 router firmware update

Anonymous — Thu, 06 Jan 2022 10:24:58 GMT

Morning,

I'm sorry to hear this. Unfortunately we only have the option to send a Sagemcom wifi hub. The new firmware was being rolled out, however this was paused while the team completes some more testing in relation to VPN. We're hoping to know more on this shortly and hopefully when this will commence.

The line test is clear and the upstream sync speed looks consistent. Just to confirm, how does the speed compare if you connect directly at the Openreach modem?

Thanks

Re: Sagecom 5364 router firmware update

Brommers69 — Thu, 06 Jan 2022 14:39:45 GMT

Michelle, sorry to not respond directly to your reply but my connection is so bad the site isn't working properly. I am currently connected directly to the modem. The download speed is a much steadier 150 Mbps but the upload is measuring 0.0 Mbps on an independent speed test. The Tallktalk speed test either does not work (server connection, or returns a zero speed or 'NaN' for the upload speed.

Re: Sagecom 5364 router firmware update

Chris-TalkTalk — Thu, 06 Jan 2022 14:58:27 GMT

Hi Brommers69,

Can you switch the modem and router off and leave them off for at least 30 minutes then switch first the modem back on and then the router a couple of minutes later. Please then retest and let us know if there's any speed improvement

Chris

Re: Sagecom 5364 router firmware update

Brommers69 — Fri, 07 Jan 2022 13:48:55 GMT

Chris, both off for 30 minutes as requested. The problem remains with my upload speed. I have also ruled out my domestic wiring as an issue. Fortunately I’m not working this week but I’m due to restart working from home next week so I am going to be in trouble if this isn’t fixed soon.

Re: Sagecom 5364 router firmware update

Chris-TalkTalk — Fri, 07 Jan 2022 14:05:24 GMT

OK thanks for trying that. If your upload speed is still so low then we'll need to arrange an engineer visit. If you'd like us to do this please let us know and we'll confirm some details

Chris

Re: Sagecom 5364 router firmware update

Brommers69 — Fri, 07 Jan 2022 15:39:03 GMT

Chris, I’m out of ideas so that seems like the only option. What do you need from me?