topic Re: Internet constantly dropping due to firmware update in Fibre

Internet constantly dropping due to firmware update

DBrannan — Fri, 16 Feb 2024 10:53:39 GMT

My house for the past couple days had been having problems with our internet connection dropping intermittently. I went onto TalkTalk and live chatted with the support team yesterday afternoon, who told me to reset the router. It worked fine for a few hours until just before 1am then it once again started dropping the connection every couple minutes.

I soon realised that these problems were similar to what happened to me almost a year back and that was fixed with a firmware update.

Lo and behold I managed to get access to my user log for the router and concidentally these problems started immediately after a router firmware update to v1.08t on the 14th. I seems the update has caused a problem with the connectivity

I've attached the user log txt file for my router.

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2024-02-14 01:03:23 [Error][Alarm-Log] AlarmID:104509,AlarmLevel:Error,Software upgrading.Terminal:ACS
2024-02-14 01:04:03 [Error][Alarm-Log] AlarmID:104885,AlarmLevel:Error,Software successfully upgraded. Source version: v1.06t. Terminal:ACS
2024-02-14 01:04:03 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Cmd:Run Download task 3 http://fwupload.talktalkgroup.com/Huawei/DG8041W_v1_08t_FW/XDSL
2024-02-14 01:04:04 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:ACS
1981-01-01 00:00:32 [Error][Alarm-Log] AlarmID:302886,AlarmLevel:Error,Current source version: v1.08t
2024-02-14 01:04:58 [Critical][Run-Log] Time synchronized successfully, uptime:[42s], src:[3], app:[sntp], pid:[2969]
2024-02-14 01:05:39 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-14 01:05:44 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER

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As you can see the first drop in connectivity started right after the update.

If possible can you rollback the update to the previous version.

Edit: Forgot to add my router version is DG8041W-2.T5

Re: Internet constantly dropping due to firmware update

KeithFrench — Fri, 16 Feb 2024 10:51:15 GMT

You are not alone, I will ask TalkTalk to get involved.

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Fri, 16 Feb 2024 11:01:43 GMT

Hi DBrannan

I'm so sorry to hear this.

Please can you send me a Private Message with the serial number from the back of your router.

Thanks

Re: Internet constantly dropping due to firmware update

DBrannan — Fri, 16 Feb 2024 11:12:47 GMT

I've messaged you with the Serial Number (It is the number/letters next to S/N correct?) of my router.

I've also put in the MAC number as well, in case you needed that as well.

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Fri, 16 Feb 2024 11:14:21 GMT

Hi DBrannan

Thank you for the Private Message.

I'm just speaking to our Devices Team now to see if the firmware can be rolled back to the previous version.

Please can you keep the router powered up and I will post back shortly.

Debbie

Re: Internet constantly dropping due to firmware update

DBrannan — Fri, 16 Feb 2024 11:16:25 GMT

I can keep the device itself powered on, though I can't guarantee if the connection will drop or not.

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Fri, 16 Feb 2024 11:18:53 GMT

Hi DBrannan

Thank you. I will let you know as soon as I have an update.

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Fri, 16 Feb 2024 12:14:40 GMT

Hi DBrannan

Our Devices Team have advised that we cannot roll back the firmware so I will need to send a new router out.

Will it be ok for me to arrange this?

Re: Internet constantly dropping due to firmware update

DBrannan — Fri, 16 Feb 2024 12:20:35 GMT

Yes you can send out the new router.

Did they say why they couldn't roll back the firmware?

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Fri, 16 Feb 2024 12:29:14 GMT

Hi DBrannan

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

Our Devices Team didn't specify why we couldn't roll back, they just advised me to replace your router, sorry.

Re: Internet constantly dropping due to firmware update

DBrannan — Fri, 16 Feb 2024 12:36:04 GMT

Ah ok

What should I do with the old router and whatever wires that originally came with it once the new one's arrived?

Do I use the same wires from the old router or use the ones that'll come with the new router?

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Fri, 16 Feb 2024 12:47:31 GMT

Hi DBrannan

Please can you use all the new equipment that comes with the new router and return the old router using the pre paid returns bag (this should be in the same box/bag as the new router)

Re: Internet constantly dropping due to firmware update

DBrannan — Fri, 16 Feb 2024 12:54:42 GMT

Ok I will do so.

Do you want the old cables back as well?

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Fri, 16 Feb 2024 12:57:47 GMT

Hi DBrannan

Yes please, but as long as we receive the router and power adapter that's the main thing.

Thank you.

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Fri, 16 Feb 2024 14:03:11 GMT

Hi @DBrannan

Sorry, change of plan. The team have rolled your firmware back to test.

Could you retest for me and let me know how the connection compares?

Re: Internet constantly dropping due to firmware update

DBrannan — Sun, 18 Feb 2024 23:45:10 GMT

Unfortunately, it was not to be. I experienced multiple disconnections on Friday and over the weekend.

All the errors that came back were the same:
1981-01-01 00:00:10 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: System reset due to kernel panic, Terminal:OTHER

So it seems like the problem has gone from occurring once every few minutes to once every couple/few hours (in some parts of the user log, I see it disconnecting every hour or so).

The firmware version I'm using, according to the Wifi-Hub, is Version v1.05t.

I've had the same problem as this several months back, and what TalkTalk did back then to fix it was update it to 1.06t.

I received the replacement router today (Saturday), but I haven't installed it yet because of the message you sent on Friday about rolling back the firmware of the old router. So do you still want me to install the replacement router, or are you still searching for alternative solutions?

Edit:

I decided to write a brief summary about how the internet connection performed over the weekend. This was with the old router.

Saturday:
Other than the late-night/early-morning disconnects, the connection remained stable. I didn't notice any drops in the connection between 6 AM and the rest of Saturday, up until 5 AM on Sunday, when the connection dropped twice within an hour.

Sunday:
As mentioned, the connection dropped twice in the early hours for the same reasons mentioned earlier. It then remained stable from the morning until around 6:20 PM, when it once again dropped. It then dropped again three hours later. It remained stable for the rest of Sunday.

Conclusion:
While rolling back the firmware from V1.08 to V1.05 helped it didn't completely fix the problem.

Re: Internet constantly dropping due to firmware update

KeithFrench — Sat, 17 Feb 2024 14:48:19 GMT

V1.05 always had that problem, back then the solution was to upgrade to V1.06. I am surprised that it was not rolled back to V1.06. I'll ask @Debbie-TalkTalk to see if it can be upgraded again to that version.

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Mon, 19 Feb 2024 06:34:07 GMT

Hi DBrannan

I'm really sorry about this.

The team told me they were rolling back to 1.06. I will speak to them now.

Re: Internet constantly dropping due to firmware update

DBrannan — Mon, 19 Feb 2024 12:49:05 GMT

Ok I'm ready for the update.

Also, what should I do with the replacement router and accessories? Should I still use it or should I send it back with the bag that it came with?

Re: Internet constantly dropping due to firmware update

Debbie-TalkTalk — Mon, 19 Feb 2024 12:51:08 GMT

Hi DBrannan

Apologies again, as we are still waiting on the firmware to be rolled back to the correct version, would you prefer to use the new router instead?