topic Re: Your broadband connection is healthy but updates are required in Broadband

Your broadband connection is healthy but updates are required

Giraffe — Wed, 04 May 2022 14:39:11 GMT

FAO Support Team

Can you please look into this issue apparently with my router software?

When I check my line I receive a message as follows:-

'Our health check on your service shows that your router software requires an update

Our health check shows that you have a unknown and its software needs updating.

Please speak to our team who will be able to help you upgrade to the latest version'.

I then press the Chat to our Team Button but nothing further happens. hence my request for your help.

Many thanks in anticpation

Re: Your broadband connection is healthy but updates are required

Divsec — Wed, 04 May 2022 15:53:03 GMT

Hi @Giraffe which router do you have? Is it working OK for you?

Re: Your broadband connection is healthy but updates are required

Giraffe — Wed, 04 May 2022 18:28:11 GMT

Hello My router is the TalkTalk Hub Sagemcom Fast 5364-3-TB.

The version is shown on the Web page as SG4K100130.

I don't have any performance problems with my broadband and regularly attain a download speed of 40Mb.

So what is causing the warning notice is my issue?

Thanks for your interest.

Re: Your broadband connection is healthy but updates are required

Divsec — Wed, 04 May 2022 18:34:56 GMT

Hi @Giraffe many thanks for the clarifications!

I suspect it is the website being difficult, even alarmist. I'm sure the team generally will check things out for you and correct anything that requires attention.

Re: Your broadband connection is healthy but updates are required

Anonymous — Thu, 05 May 2022 05:23:45 GMT

Hello,

I'm sorry for the delay. Our team are currently in the process of updating the router firmware to V136 and this is being rolled out overnight so hopefully this will be updated for you as soon as possible.

Thanks

Re: Your broadband connection is healthy but updates are required

Giraffe — Mon, 09 May 2022 14:58:45 GMT

Hello Michelle

Just to let you know the router update you mentioned to v136 has not happened as yet. The message from my line check has now changed to 'Youve got a healthy broadband connection' no longer any mention of an update. What do you think is or has happened. Do I require the update?

I find also the Network Service Status button has an exclamation mark but cannot get any further information?

Sorry to trouble you as I have no problems using my broadband its just that I would like to know whats what?

Thanks

Re: Your broadband connection is healthy but updates are required

Anonymous — Tue, 10 May 2022 05:42:41 GMT

Hello,

I've checked and the router firmware has been updated. What version of firmware can you see in the router settings?

Thanks

Re: Your broadband connection is healthy but updates are required

Giraffe — Wed, 11 May 2022 07:49:57 GMT

Hello Michelle

My TalkTalk Wifi Hub Fireware Version is still shown as SGK100130

Is this correct.

Thanks

Re: Your broadband connection is healthy but updates are required

Chris-TalkTalk — Wed, 11 May 2022 08:58:52 GMT

I can update your firmware to 136 now if you like, would you like me to do this? It can take up to 20 minutes to complete

Chris

Re: Your broadband connection is healthy but updates are required

Giraffe — Wed, 11 May 2022 14:54:22 GMT

Chris further to your email provided the firmware update will not cause any unforeseen problems with my wifi then yes please update my router as updates are usually intended to provide some improvements in either security or performance?

Re: Your broadband connection is healthy but updates are required

Chris-TalkTalk — Thu, 12 May 2022 06:29:21 GMT

Hi Giraffe,

Can you confirm that it's OK to do the update now and I'll do it for you

Chris

Re: Your broadband connection is healthy but updates are required

Giraffe — Thu, 12 May 2022 13:11:16 GMT

Hello Chris

I think I may have got confused about our correspondance. I replied to your email this morning asking if you can update my router but I notice as of now, 14.10, it has not happened? Please update when you can I trust I will loose my broadband connection whilst you carry out the update. Hoping it will happen now I will leave off access to my broadband for the next few hours I hope this meets your requirements?

Re: Your broadband connection is healthy but updates are required

Chris-TalkTalk — Thu, 12 May 2022 13:15:56 GMT

Hi Giraffe,

I've started the firmware update, it should complete within 20 minutes, please don't switch off your router

Chris

Re: Your broadband connection is healthy but updates are required

Giraffe — Thu, 12 May 2022 13:17:27 GMT

OK.

Re: Your broadband connection is healthy but updates are required

Giraffe — Thu, 12 May 2022 13:55:39 GMT

Hi Chris. Update done. Everything working. Thanks

Re: Your broadband connection is healthy but updates are required

Chris-TalkTalk — Thu, 12 May 2022 13:57:40 GMT

That's great Giraffe, thanks for letting me know

Chris