topic Re: Sagem Fast 5364 Unable to access Advanced Settings in Fibre

Sagem Fast 5364 Unable to access Advanced Settings

JPGallagher — Sat, 23 Mar 2024 10:47:10 GMT

Good Morning,

I'm having an issue trying to access the advanced settings on my router, I can login to the main UI but when I try to access the advanced settings it kicks me back out to the login page. I've tried resetting the router to factory settings and still getting the same issue.

Its currently running Firmware version SG4K100174, is anyone else experiencing similar issues?

Re: Sagem Fast 5364 Unable to access Advanced Settings

KeithFrench — Sat, 23 Mar 2024 11:06:35 GMT

Hi @JPGallagher

Currently, with V174, the UI can stop responding, but normally that only happens once you are in the Advanced settings. You have tried the factory reset & that did not resolve it, so have you tried clearing your browser's cache?

If that does not solve it, I will ask TalkTalk to replace the router for you.

Re: Sagem Fast 5364 Unable to access Advanced Settings

JPGallagher — Sat, 23 Mar 2024 12:19:49 GMT

Hi Keith,

I've tried on 2 separate computes and also on a mobile browser. The advance settings briefly flash up for less than a second then it takes me back to the login screen.

Re: Sagem Fast 5364 Unable to access Advanced Settings

KeithFrench — Sat, 23 Mar 2024 12:49:20 GMT

OK, no problem, I have asked one of TalkTalk's support to pick your thread up and replace it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Sagem Fast 5364 Unable to access Advanced Settings

JPGallagher — Sat, 23 Mar 2024 13:52:45 GMT

Thanks for your help Keith 👍

Re: Sagem Fast 5364 Unable to access Advanced Settings

Debbie-TalkTalk — Mon, 25 Mar 2024 06:59:58 GMT

Hi JPGallagher

Apologies for this.

I've ordered you a replacement router and a returns bag for your current one.

Please allow 24-48hrs for this to arrive. Let us know how you get on.

Thanks

Debbie

Re: Sagem Fast 5364 Unable to access Advanced Settings

JPGallagher — Mon, 25 Mar 2024 19:03:44 GMT

Thank you for the swift response Debbie. Much appreciated

Re: Sagem Fast 5364 Unable to access Advanced Settings

Debbie-TalkTalk — Tue, 26 Mar 2024 06:50:40 GMT

Hi JPGallagher

No problem 🙂

Please let us know how you get on.

Thanks

Debbie

Re: Sagem Fast 5364 Unable to access Advanced Settings

JPGallagher — Thu, 28 Mar 2024 19:39:53 GMT

Hi! Sorry to be a pest, I’ve received the replacement router today and set it up, and I’m getting the same issue. When I try to go to Advanced settings it takes me back to the login screen again.

Re: Sagem Fast 5364 Unable to access Advanced Settings

UsernameNotAvailable — Thu, 28 Mar 2024 22:27:52 GMT

Have had this problem for months, can access login and then get booted back to login when you try to get into any settings. Doesn’t matter whether it’s a tablet or desktop, or browser type. Firmware version SG4K100174 SAGEM FAST 5364. Lots of people reporting this issue and it was down to dodgy firmware that TT are in no rush to rectify, been as 6 months have elapsed. So are they now swapping out routers, if it’s firmware that you cannot flash back to last working version how will that help?

Re: Sagem Fast 5364 Unable to access Advanced Settings

KeithFrench — Fri, 29 Mar 2024 08:40:41 GMT

Hi @JPGallagher

What hardware revision is it, I don't have this problem & mine is V4.

Re: Sagem Fast 5364 Unable to access Advanced Settings

UsernameNotAvailable — Fri, 29 Mar 2024 08:57:21 GMT

Obviously cannot access the about page on the router, but sticker on outside says Device Ver.: FAST 5364-3.T8

I assume maybe v3?

it was fine until around October/ November 23 when a forced update by TT bricked it. Saw plenty complain and allegedly TT were going to fix when next update rolls out and not before. But six months and no fix? Pretty bad as you cannot even roll back to last version because TT won’t let you download the firmware that they force into your router without testing/asking permission. Not v professional imho, at least reverse it until you’ve fixed the flaky update? Ours is not to reason why….

Re: Sagem Fast 5364 Unable to access Advanced Settings

JPGallagher — Fri, 29 Mar 2024 09:23:39 GMT

Hi Keith, it’s a V3 that I’ve received. The same as the original that it replaced

Re: Sagem Fast 5364 Unable to access Advanced Settings

KeithFrench — Fri, 29 Mar 2024 11:04:00 GMT

Hi @JPGallagher @UsernameNotAvailable

Yours are the first cases of this particular problem that I have seen. Sure there are issues with the UI currently, but these are mainly in two areas:-

The UI intermittently freezes anywhere within the router's management system. The only way around this is to click on the logout button, which always seems to work and then log back in.
Issues with port forwarding with "Invalid IP address" errors & pPF simply not working on any subnet other than the default one. This only affects V3 hardware which you both have. I have never seen these issues on my one which is for some reason V4.

I regularly help different people with all sorts of issues (not necessarily relayed to the router) with the 5364 every day. I ask most of them to check things that can only be accessed via Advanced Settings. V4 hardware is very rare currently, so the vast majority of these will be V3. Plus they are most likely all on V174 firmware by now.

Obviously, you both have the same problem and it needs resolving. Perhaps @UsernameNotAvailable yours may have been caused by a dodgy update process to just your router? Have you got an open thread for this, if not please create one, otherwise nothing will happen with your router. I would guess with @JPGallagher as yours has been replaced, it is probably not that issue, as it now affects two routers. Possibly a bad batch somewhere?

I will raise this with TalkTalk's Devices team now for you, although they will not see this until Tuesday at the earliest.

Re: Sagem Fast 5364 Unable to access Advanced Settings

JPGallagher — Fri, 29 Mar 2024 18:42:08 GMT

Hi Keith, yes I’m thinking that may be the case, although the original router that the problem was with was over 3 years old, so the chances of it being the same batch are minimal.

I’m going to try a reset on the new router now I’m home and see if that helps, but I think it’s the firmware itself at fault. I’ll report back on this thread once done.

Re: Sagem Fast 5364 Unable to access Advanced Settings

KeithFrench — Fri, 29 Mar 2024 21:54:57 GMT

Equally, though @JPGallagher if it was the firmware, then why is it affecting so few people? That is why I have already escalated it to TalkTalk to pass on to their Devices Team.