topic Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting in Broadband

Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Sat, 01 Jun 2024 15:27:50 GMT

The main problem is that the router has been dropping the connection more and more frequently and then taking up to 3 hrs to reconnect - fast orange blinking, slow orange blinking, white/orange blinking - then repeat & repeat - no steady white for up to 3 hrs. No improvement after power-cycling and restarting gateway.

> I replaced router with an old Plusnet router - no problem - immediate, fast and steady connection - I would stick with that except that it was last updated in 2019 - so, potentially vulnerable.

> I have performed factory reset (both with pinhole on back and through online management screen) - problem recurred after reset.

> Logging into Router (192.168.1.1) now raises flags about a 'Self-signed' security certificate - I don't remember seeing this before - all browsers force me to ignore warning.

> I think it was after the last firmware update (months ago) that a worrying problem arose - the Dashboard Connection status reports "Your router is not currently connected to the internet" - depite it clearly being Online and the router (apparently) working correctly. The connection diagram shows red line between 'router' and 'world'

> The log is now showing some DNS errors - "netmon-control.dropbox.com" and Amazon & Avast urls as in attached screengrab. Not seen before reset.

My worry is that my router is either failing or has been hacked.

Any help would be appreciated,

Ken

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

ferguson — Sat, 01 Jun 2024 17:46:28 GMT

If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond. Bear in mind that they won't be back online until Monday.

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Sat, 01 Jun 2024 21:41:36 GMT

I certainly need to get this sorted - profile is up-to-date.

Thanks

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

Anonymous — Mon, 03 Jun 2024 06:19:52 GMT

Good morning,

I'm sorry to hear this. I've run a test on the line which is clear. Would you like us to send a replacement router for testing purposes to rule this out?

Thanks

Michelle

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Mon, 03 Jun 2024 18:54:37 GMT

Hi Michelle,

Thank you for your attention to my problem.

A replacement router might be a good place to start - I am quite concerned about the constant misreporting of internet connection status and browser warnings about the 'self-certified' nature of the security certificate regardless of the connection issues.

In that regard, I notice from the logs that during the last two nights, ADSL dropped at 03:30 (I assume by your command) but connection was re-established about 30 seconds later with no problem - so that is good - but I have not tried a full power-cycle to see if the full connection issues remain.

I take it that you have my postal address to send the replacement router to.

Cheers,

Ken

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

Debbie-TalkTalk — Tue, 04 Jun 2024 06:29:47 GMT

Hi Ken

I will send the router to the address linked to the landline number in your Community Profile, is this the correct number? (please do not post the number on this thread)

Thanks

Debbie

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Tue, 04 Jun 2024 08:25:56 GMT

Thank you Debbie.

Yes, profile details are up to date. Postcode finishes 6DU.

I notice in the log that just after 3am, Upnp was activated followed by the message "TR-069 connectivity to (acs.talktalk.co.uk) has failed" many times .

My browser is reporting this page is insecure.

Cheers, Ken

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

Debbie-TalkTalk — Tue, 04 Jun 2024 08:31:32 GMT

Hi Ken

Thank you.

The router is on its way, please allow 24-48hrs for this to arrive.

Please let us know if you do experience the same fault with the replacement router.

Thanks again.

Debbie

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

Debbie-TalkTalk — Fri, 07 Jun 2024 07:03:30 GMT

Hi @kcegginton

How are you getting on, has the router arrived?

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Fri, 07 Jun 2024 08:15:27 GMT

Hi Debbie,

Second attempt. Lost first because your site does not accept jpg files (they have to be jpeg).

Yes router arrived yesterday and was installed immediately. Good connection made first time. But opening router home page, was met with warnings about it being Insecure and that there was no internet connection (despite it telling me the upload and download speeds and IP addresses). As I write to his the padlock alongside the URL is crossed through and I am told this HTTPS site is insecure (see attachments). This happens on both my phone and PC. I am worried that my connection or system is compromised somehow - especially as I have been receiving new phishing emails on my Tiscali addresses since I raised this topic. Any thoughts would be appreciated.

Ken

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

Karl-TalkTalk — Fri, 07 Jun 2024 08:22:38 GMT

The router address 192.168 etc is only HTTP, and not HTTPS, this address of the router is only available via your local network, so either connected over Wi-Fi or wired direct to the router. It does not indicate that your security has been compromised.

Thanks

Karl.

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Fri, 07 Jun 2024 08:37:37 GMT

Thanks Karl, I guessed that might be the case - I figured it's just the browsers overreacting to http addresses - I can set an exception.

Now I just need explanations for the erroneous 'Internet Disconnected' report and that this HTTPS URL is reported as insecure.

Cheers,

Ken

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

Karl-TalkTalk — Fri, 07 Jun 2024 08:47:23 GMT

are you only seeing this erroneous message from your mobile, or is it the same when viewed from a wired connection.

Thanks

Karl.

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Fri, 07 Jun 2024 09:20:51 GMT

The Internet Disconnected error is seen from both phone and PC.

The insecure HTTPS issue did show up when I factory-reset previous router (as in original post) but after a few days, it disappeared - now it's back with new router. Maybe it will disappear again in a day or two. It's like the DNS errors in the log - they were back yesterday but have cleared up today .

Cheers,

Ken

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Fri, 07 Jun 2024 09:21:30 GMT

PC is hard- wired.

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

Karl-TalkTalk — Fri, 07 Jun 2024 09:23:02 GMT

And this remains if the router is rebooted ?

Karl

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Fri, 07 Jun 2024 10:14:20 GMT

Sorry for delay - getting ready to go out for 5hrs or so in 20 mins.

Just rebooted - both connection issues and insecure community topic page remains - on phone at least.

Ken

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Fri, 07 Jun 2024 10:18:05 GMT

Community HTTPS page now secure on PC but not phone.

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

kcegginton — Fri, 07 Jun 2024 10:27:54 GMT

If I'm not back in time this afternoon, ttfn.

Re: Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

Karl-TalkTalk — Fri, 07 Jun 2024 10:30:12 GMT

It is a strange one, just wondering if the connection status is because it's DSL and may be expecting a WAN connection.

Do you have another browser on the phone, and does community pages show as HTTP in that.

Karl