topic Re: Sagemcom 5364 User Interface in Broadband

Sagemcom 5364 User Interface

Anonymous — Wed, 16 Oct 2024 12:23:12 GMT

There are various issues with the Sagemcom 5364 User Interface [firmware SG4K100174].

Please can you update the firmware to SG4K100206.

Re: Sagemcom 5364 User Interface

Anonymous — Wed, 16 Oct 2024 12:30:04 GMT

Good afternoon,

Thanks for your post. Our Devices Team are still currently testing the new version so we are not updating the FW at the moment until the team are happy that it has been fully tested. Can I just ask, what specific issues are you experiencing please?

Thanks

Michelle

Re: Sagemcom 5364 User Interface

Anonymous — Wed, 16 Oct 2024 12:47:37 GMT

Hi @Anonymous,

I thought this much awaited update was finally signed off last week. Is it now back in testing?

Re: Sagemcom 5364 User Interface

Anonymous — Wed, 16 Oct 2024 12:51:45 GMT

Hi,

As far as I am aware it's still in the testing phase, however I've asked the Devices Manager for you now and I will post back shortly with an update.

Thanks

Michelle

Re: Sagemcom 5364 User Interface

Anonymous — Thu, 17 Oct 2024 11:08:00 GMT

Afternoon,

Apologies for the delay. We're hoping to start the rollout from 21st. We'll post back on this date with an update.

Thanks

Michelle

Re: Sagemcom 5364 User Interface

Anonymous — Mon, 21 Oct 2024 14:18:49 GMT

Hi @Anonymous,

Has the rollout of the firmware update commenced today?

Re: Sagemcom 5364 User Interface

Karl-TalkTalk — Mon, 21 Oct 2024 14:24:35 GMT

Just checked with our Devices Team, the rollout is on track and will commence from midnight tonight, in stages.

Thanks

Karl.

Re: Sagemcom 5364 User Interface

Anonymous — Fri, 25 Oct 2024 07:02:32 GMT

Hi @Anonymous

The new firmware is now available. Would you like us to update the firmware for you now?

Thanks

Michelle

Re: Sagemcom 5364 User Interface

Anonymous — Fri, 25 Oct 2024 12:07:35 GMT

@Anonymous,

Yes, please update it.

Re: Sagemcom 5364 User Interface

Karl-TalkTalk — Fri, 25 Oct 2024 12:17:06 GMT

Your router should now be updated to V206.

Thanks

Karl.

Re: Sagemcom 5364 User Interface

Anonymous — Fri, 25 Oct 2024 20:53:48 GMT

Thanks for the update.

Unfortunately, there are still issues with the user interface (UI), some of which existed with the previous version of firmware. Ones that I have come across so far are mentioned below.

As with the previous version of firmware, the UI still becomes unresponsive in the midst of using it, i.e. not due to inactivity. This requires the user to return to the login page, and start over again.

Clicking on the Next button to view the next page of the logs returns the user to the login page. This happened on 5 consecutive attempts, when attempting to switch from page 1 to page 2 after logging back in and returning to the logs page, but also happens when on other pages.

The logs severity level works in the oppposite way to that expected, i.e. 'or lower' actually includes logs for higher severity levels rather than lower severity levels. For example, you would not expect selecting 'Info or lower' to include Error logs, but it does. Filter options to select specific severity levels rather than a severity level or lower/higher would be more useful.

After disabling Wi-Fi and enabling it again using the 'Enable / disable Wi-Fi' button, the 5GHz band remains disabled. Toggling either the 'Enable / disable Wi-Fi' button or the enable/disable button for the 5GHz band has no effect on the status. Only after turning off the power to the modem/router, setting the 'Enable 5GHz Wireless' switch on the 5GHz settings page to OFF before returning to the 'My Wi-Fi' page, and then toggling the enable/disable button for the 5GHz band was it possible to enable the 5GHz band.

On another occasion, after disabling Wi-Fi and enabling it again using the 'Enable / disable Wi-Fi' button, the loading icons just continued forever. On returning to the login page, entering credentials resulted in 'Communication error with the gateway'. From memory, clearing that requires turning the modem/router off and on again, which I did not do because I have done that many times today already. However, whilst updating this post, I noticed my laptop was no longer connected to the internet, even though a solid white light remained on the modem/router. Even after waiting for a while, that did not change, so I had no choice but to turn the modem/router off and on again. I have not had any unexpected disconnections over the past 4 weeks, prior to the firmware update.

In addition to that, the worst impact of the firmware change I have observed so far is that of an inexplicable drop in download speed whilst connected wirelessly.

Prior to the firmware update (with a sync speed of 43Mbps) I was able to achieve a download speed of 40Mbps via ethernet or wireless (5GHz or 2.4GHz bands) connections. Since the update (with a sync speed of 43Mbps), the download speed is still 40Mbps via ethernet connection, but has dropped to 28Mbps on a wireless (5GHz or 2.4GHz bands) connection, even with the connected device in the same room as the modem/router. On the 2.4GHz band, the signal is more than 60dB above signals from neighbouring routers. On the 5GHz band, the Wi-Fi analyser is not showing any signal from neighbouring properties.

I borrowed a Sagemcom modem/router with version SG4K100174 firmware from someone, who wasn't using it. The download speed was the maximum expected for the sync speed no matter whether using ethernet or wireless connection, which is as it was for me prior to the firmware update.

Minutes later, I switched back to the modem/router with the updated firmware, and, as before, the download speed for a wireless connection is much lower than with an ethernet connection. This change is coincident with the firmware update, and so currently my conclusion is that it has been brought about by the firmware update.

This is the worst user experience I have ever had with TalkTalk modem/router firmware and user interface, and yet the firmware is now version 206, and it's many years since TalkTalk started issuing Sagemcom FAST 5346 modem/routers. This situation is simply ridiculous.

Re: Sagemcom 5364 User Interface

Anonymous — Mon, 28 Oct 2024 06:47:14 GMT

Good morning,

I'm sorry to hear this and I will feed this back.

@KeithFrench - have you come across this before?

Thanks

Michelle

Re: Sagemcom 5364 User Interface

KeithFrench — Mon, 28 Oct 2024 09:02:31 GMT

Hi @Anonymous

What device are you accessing the UI with?

Re: Sagemcom 5364 User Interface

Anonymous — Mon, 28 Oct 2024 09:43:53 GMT

I have just one device in use, a laptop running Windows 11 OS, which for the purpose of testing is on the same desk as the Sagemcom FAST 5364 modem/router. Any power saving features in the network adapter settings are disabled.

Prior to the firmware update from version SG4K100174 to version SG4K100206, with a connection sync speed of 43Mbps, the download speed was consistently 40Mbps via ethernet or wireless (5GHz or 2.4GHz bands) connections.

After the update to firmware version SG4K100206, the download speed is still consistently 40Mbps via ethernet connection, but only around 28Mbps on wireless (5GHz or 2.4GHz bands) connections. In addition to testing the wireless connection on both 5GHz and 2.4GHz bands using the built-in wireless adapter, I have also tested the 2.4GHz band using an external adapter, with the same result.

Using a borrowed Sagemcom modem/router with firmware version SG4K100174, the download speed was once again consistently 40Mbps via ethernet or wireless (5GHz or 2.4GHz bands) connections.

I swapped the modem/routers again with the same results as described above.

I can only conclude that this drop in download speed on a wireless connection is associated with firmware update.

Re: Sagemcom 5364 User Interface

KeithFrench — Mon, 28 Oct 2024 09:34:57 GMT

Hi @Anonymous

I have not seen this on a 5464 (sorry cannot test on a 5364 as I no longer have one). What about trying a 5464 (Hub 2), I know there have been numerous UI problems with the 5364 if it was running hardware revision 3.00, as most are. I will ask @Anonymous to consider this change, you can easily refuse it if you do not want it, when they come back to you.

Re: Sagemcom 5364 User Interface

Debbie-TalkTalk — Mon, 28 Oct 2024 09:57:20 GMT

Hi Xplorer

Would you like me to try and send a hub2 router for testing?

Re: Sagemcom 5364 User Interface

Anonymous — Mon, 28 Oct 2024 09:57:39 GMT

The Sagemcom FAST 5364 modem/router has hardware version 3.00. The frequent unresponsiveness of the user interface (UI) is very annoying, but usually I only need to use it when something has been changed that affects the connection. The hardware and firmware are not in early stages of development, so this behaviour of the UI is very unexpected.

In particular, it is the drop in the connection download speed on wireless that I want resolved. As I have already stated, with the testing that I have carried out, I can only conclude that the drop in download speed on a wireless connection is associated with firmware update. This needs to be investigated by TalkTalk and their supplier.

Re: Sagemcom 5364 User Interface

Anonymous — Mon, 28 Oct 2024 10:24:13 GMT

Hi @Debbie-TalkTalk,

Yes, please do that.

Re: Sagemcom 5364 User Interface

Debbie-TalkTalk — Mon, 28 Oct 2024 10:34:30 GMT

Hi @Anonymous

Thanks for your reply.

I've requested that the hub2 router is sent, please allow 72hrs for this to arrive.

Please let me know how you get on.

Thanks again.

Debbie

Re: Sagemcom 5364 User Interface

Anonymous — Thu, 31 Oct 2024 22:51:53 GMT

I have not received any delivery from TalkTalk. Please can you confirm the status at your end.