topic Re: Faulty firmware update in Broadband

Faulty firmware update

Gliwmaeden2 — Thu, 06 Mar 2025 18:15:59 GMT

I'm getting delays in the delivery of webpages and drop outs on BBC Sounds again.

On checking my router software, it's the latest version:

Please roll this back so that normal service can resume.

This means that the latest two versions of firmware updates haven't been properly tested before release [I also had the version that caused mobile phone calls to fail as wifi calling didn't function]. Not great work from Sagemcom recently!

Re: Faulty firmware update

Divsec — Thu, 06 Mar 2025 18:24:24 GMT

Hi @Gliwmaeden2 your post has been escalated.

You don't mention if one or all your devices are experiencing these issues nor the operating systems involved.

A quick reboot of all can have wondrous results.

Re: Faulty firmware update

Gliwmaeden2 — Thu, 06 Mar 2025 18:26:11 GMT

It's the firmware that's causing problems across all devices, @Divsec.

Problems have already been reported by customers for this version.

Re: Faulty firmware update

Divsec — Thu, 06 Mar 2025 18:39:09 GMT

Yes but 4 x missing logs as opposed to the issues you have reported. @Gliwmaeden2

We can assume it's all your devices and operating systems after a reboot.

Re: Faulty firmware update

Gliwmaeden2 — Thu, 06 Mar 2025 20:48:28 GMT

Yes, I'll give it 30 minutes downtime, and see if the intermittent problem continues.

But the router was off fully between 12th and 23rd February, so it's likely the update has happened in the past 10 days, since I got back, and it has caused the problems.

Re: Faulty firmware update

Debbie-TalkTalk — Fri, 07 Mar 2025 06:19:44 GMT

Hi @Gliwmaeden2

Do you still need help with this?

Re: Faulty firmware update

Gliwmaeden2 — Fri, 07 Mar 2025 07:29:33 GMT

@Divsec, I didn't reboot my devices, just the router.

If you take a look at some of the posts about the 208 version, you'll see that many mention the drop outs recurring for a a few seconds with this update. It can be enough to lose the connection and not recover without intervention, eg simply switching off WiFi on the phone and on again, or simply restarting BBC Sounds.

Fortunately I only have 2 phones and my tablet which need WiFi.

For customers who have more significant devices dependent on constant control from WiFi this could be a real nuisance when away from home [eg smart burglar alarms, central heating etc].

@Debbie-TalkTalk, BBC Sounds managed to keep burbling, so I didn't need to restart it overnight. The silence when it does drop out wakes me up, which is why it becomes a nuisance when dropouts happen.

I'll monitor the situation over the weekend.

As I say, turning off the router for 30 minutes did sort it - not rebooting the devices.

It would be helpful if a banner notice / sticky advised people to check their firmware version and try this solution if they start finding "pages too slow to respond" notices etc when browsing.

Many may not be interested or bothered by whether logs function, but do want their devices simply to function.

They can't see anything superficially on the router as the white light remains normal. On one phone, I was getting the "connected without Internet" message.

As I say, I seem to have resolved the issue for the tablet, and I will see how browsing goes with the phones over the weekend.

Re: Faulty firmware update

Gliwmaeden2 — Sat, 08 Mar 2025 22:02:07 GMT

@Debbie-TalkTalk, I am continuing to see this message, which didn't use to crop up before the firmware update to 208.

It is a nuisance. Please can you report the issue to the team that manage this?

It appears to be occurring regardless of nominally good download speeds.

Re: Faulty firmware update

Debbie-TalkTalk — Mon, 10 Mar 2025 07:08:25 GMT

Hi @Gliwmaeden2

Would you like me to try and roll the firmware back just to see how the connection compares?

Re: Faulty firmware update

Gliwmaeden2 — Mon, 10 Mar 2025 07:31:53 GMT

Yes please, @Debbie-TalkTalk.

Re: Faulty firmware update

Debbie-TalkTalk — Mon, 10 Mar 2025 07:35:46 GMT

Morning @Gliwmaeden2

Will it be ok to do this now? (usually takes no longer than 15 mins to update)

Re: Faulty firmware update

Gliwmaeden2 — Mon, 10 Mar 2025 07:38:03 GMT

Could it possibly be at c 7.55....?

Re: Faulty firmware update

Debbie-TalkTalk — Mon, 10 Mar 2025 07:41:35 GMT

@Gliwmaeden2

Yes sure 🙂

I will start the rollback at 7:55, please keep the router powered up and I will post back here to confirm once it's completed.

Re: Faulty firmware update

Debbie-TalkTalk — Mon, 10 Mar 2025 08:04:07 GMT

Hi @Gliwmaeden2

All done 🙂

Please let me know how the connection compares.

Thanks

Debbie

Re: Faulty firmware update

Gliwmaeden2 — Mon, 10 Mar 2025 08:06:35 GMT

Thank you, @Debbie-TalkTalk.

I'll monitor it during the week and report back if there are any further "behavioural problems"!

Re: Faulty firmware update

Debbie-TalkTalk — Mon, 10 Mar 2025 08:09:49 GMT

Thank you @Gliwmaeden2 🙂

Re: Faulty firmware update

Gliwmaeden2 — Wed, 09 Apr 2025 08:06:51 GMT

@Debbie-TalkTalk,

I left my router off for a few days while away.

I think I had my suspicions before going away about it reverting to version 208.

Last night the tablet kept losing the connection. Periodically I would wake up to silence.

It's very, very annoying as I actually sleep better to the burble of the radio!

So I have checked the version again and it's definitely on 208.

Please reverse this for me!

It's a real nuisance.

[It's also saying There are no connected devices, which is a lot of nonsense. Earlier it showed 2 out of three but that included the tablet. It was ignoring the fact that my other phone also had a connection.]

Re: Faulty firmware update

Debbie-TalkTalk — Wed, 09 Apr 2025 08:09:54 GMT

Hi @Gliwmaeden2

Apologies for this.

Our Devices Team have advised that there are no issues with the new firmware version, they have tested this.

I can roll it back for now but It will still update to the new version again, sorry.

Re: Faulty firmware update

Gliwmaeden2 — Wed, 09 Apr 2025 10:00:06 GMT

Please do roll it back, because that is what helped the last time, @Debbie-TalkTalk.

There must be something that affects wifi connections going on, or otherwise there's something wrong with the tablet [which I have only had for a couple of months - but it's only done the drops of the radio when we have been on 208!].

Re: Faulty firmware update

Chris-TalkTalk — Wed, 09 Apr 2025 10:20:24 GMT

Hi Gliwmaeden2,

Is it OK to roll the firmware back now?

Chris