topic Re: SG4K10002816t FAST5364 update needed in Broadband

SG4K10002816t FAST5364 update needed

GarethRossUK — Wed, 04 May 2022 20:04:11 GMT

The talktalk dashboard on the status page shows an update is required.

I also lost 20 Mbits download speed today at about noon.

I have tried restarting this afternoon since then and gained 10 Mbits but will not gain anymore.

Please push the update and see if this improves the speeds as well.

DLM kicked in overnight and increased to 61.2Mbps but then at noon today about ten hours later the speed dropped down.

Re: SG4K10002816t FAST5364 update needed

Debbie-TalkTalk — Thu, 05 May 2022 05:39:36 GMT

Hi GarethRossUK

When would be the best time to update your router firmware?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

Debbie

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Thu, 05 May 2022 07:57:20 GMT

Anytime between now and 3pm would be perfect please.

I won't be about between those hours.

Re: SG4K10002816t FAST5364 update needed

Debbie-TalkTalk — Thu, 05 May 2022 08:07:09 GMT

Hi GarethRossUK

Thanks for your reply 🙂

I'm just doing this now and I will post back to confirm once this has been fully completed.

Debbie

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Thu, 05 May 2022 08:48:24 GMT

Thanks I see I am now on SG4K100136 .

Speed has not improved what is the next thing that should happen please?

Re: SG4K10002816t FAST5364 update needed

Debbie-TalkTalk — Thu, 05 May 2022 08:50:22 GMT

Hi GarethRossUK

Ok what speed are you receiving now on a speed test?

Re: SG4K10002816t FAST5364 update needed

Debbie-TalkTalk — Thu, 05 May 2022 08:55:13 GMT

Hi GarethRossUK

Our Products Team have also asked if you can reboot the router following the FW update please?

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Thu, 05 May 2022 09:08:26 GMT

Same after reboot on the router dashboard

Download

51.5 Mbps

Upload

17.0 Mbps

Re: SG4K10002816t FAST5364 update needed

Debbie-TalkTalk — Thu, 05 May 2022 09:29:13 GMT

Hi GarethRossUK

Thanks for your reply.

I've checked the connection stats and I can see that your line is in sync at just under 50mb.

Please can you now leave the router switched on without being rebooted and I can check the connection stats in 48hrs to see if DLM has made any changes to the line profile/speed.

Thanks

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Sat, 07 May 2022 08:16:15 GMT

Just to check at 10am today the 48 hours is over and can I try switching it off for twenty minutes sometime today?

Re: SG4K10002816t FAST5364 update needed

Anonymous — Mon, 09 May 2022 06:29:10 GMT

Morning,

I've re-checked the connection stats and I can see that the sync speed has still not increased. Does the main socket have a test socket please? Do you also have an alternative router that you can test with?

Thanks

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Mon, 09 May 2022 11:29:24 GMT

Why hasn't DLM done anything?

I have the master socket 5c plate that was fitted by an engineer a few years ago.

I do have another router available

Speeds worse on that d link router.

v1.08t

Dec 1 2016-11:33:53

That's what I'm on

DSL 3782 d link

Re: SG4K10002816t FAST5364 update needed

Anonymous — Mon, 09 May 2022 11:37:12 GMT

Hello,

Ok, would it be possible to connect the current router, microfilter and phone at the test socket so we can see if DLM makes any changes in this set up please?

Thanks

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Mon, 09 May 2022 11:59:17 GMT

Where do I find the test socket? Is that under the 5C plate? I think it is but I want to be certain.

Also is that the router with the six year old firmware you want to use with the test socket?

Re: SG4K10002816t FAST5364 update needed

Anonymous — Mon, 09 May 2022 12:04:18 GMT

Hi,

Yes, the test socket should be located under the faceplate. Apologies for the confusion, please can you use the newest router that you have first.

Thanks

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Mon, 09 May 2022 12:18:19 GMT

It's even worse now switched to the test socket and back to the newest model router.

DownstreamUpstreamActual Rate [Kbps]3196016976Maximum Rate [Kbps]3115616976Noise Margin [dB]0.006.00Attenuation [dB]22.600.00Power [dBm]12.407.60

Re: SG4K10002816t FAST5364 update needed

Karl-TalkTalk — Mon, 09 May 2022 12:28:58 GMT

I'm sending a Huawei Hub to see if this will give a better result before we take this forward to Openreach.

Thanks

Karl.

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Mon, 09 May 2022 13:15:46 GMT

Sounds brilliant thank you reading great things about this one to test.

How will I know when it's coming please? Do royal mail send an email when it's on its way?

Re: SG4K10002816t FAST5364 update needed

Karl-TalkTalk — Mon, 09 May 2022 13:23:49 GMT

This will usually be sent via courier so should arrive in the next 24-48 hrs.

Thanks

Karl.

Re: SG4K10002816t FAST5364 update needed

GarethRossUK — Tue, 10 May 2022 17:08:39 GMT

I got an email today asking to return something, but the serial number for what it is asking to be sent back does not match any of the router we have. I have checked both our router models that were tested during this thread and neither of those match the serial number it is requesting to be sent back.

This is worrying as it talks about a £50 charge if we do not, but how can we return what we do not have? Unless what is being sent to us is setup as a loaner for testing only which provides a one month window to test if that is the case.

Please explain what is happening.