topic Re: Regular drop outs (since SG4K100208 Firmware upgrade) in Fibre

Regular drop outs (since SG4K100208 Firmware upgrade)

ross1999 — Sat, 29 Mar 2025 18:13:25 GMT

Since the middle of the month my connection has been experiencing drop outs everyday. I thought I'd have a look at the logs but unfortunately they were empty. I just had an look at the forums and noticed there was an update to the firmware recently that has caused this but also wonder if it had other impacts on the reliability of the router.

Unfortunately, without the logs I can't do much troubleshooting.
Has anyone else experienced similar issues?

Thanks

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

Billx — Mon, 31 Mar 2025 15:16:26 GMT

Hi @ross1999

It seems all SG4K100208's suffer the same fate. Other things seem not to be affected.

EDIT: re logging only

Bill

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

Debbie-TalkTalk — Mon, 31 Mar 2025 07:36:55 GMT

Hi @ross1999

I'm really sorry to hear this.

The router log issue is under investigation with our Devices Team and Sagemcom.

In regards to the dropping connection, is this only affecting wireless or are wired devices also dropping?

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

ross1999 — Mon, 31 Mar 2025 09:16:01 GMT

Thanks for the response and apologies for not providing the full details.

It is the connection between the router and internet connection that is dropping affecting all devices.

Thanks

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

Debbie-TalkTalk — Mon, 31 Mar 2025 09:26:24 GMT

Hi @ross1999

Thanks for your reply.

I've completed a line test and this is detecting a potential fault towards the property.

Could you connect the router directly at the test socket so I can run another line test in this set up?

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

ross1999 — Mon, 31 Mar 2025 12:02:09 GMT

Thank you. The router is connected directly to the test socket now.

Thanks

Ross

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

Debbie-TalkTalk — Mon, 31 Mar 2025 12:09:33 GMT

Hi Ross @ross1999

Thank you. I've completed another line test and the same fault has been detected.

The next step will be an Openreach engineer visit to the property. Would you like me to arrange this visit?

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

ross1999 — Mon, 31 Mar 2025 12:24:49 GMT

Yes please.

Thank you

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

Debbie-TalkTalk — Mon, 31 Mar 2025 12:26:05 GMT

Hi Ross

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential Engineer charges

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

ross1999 — Mon, 31 Mar 2025 13:41:20 GMT

Hi.

I work from home so flexible with visit time. AM would be preferred but doesn't really matter and yes I can confirm I have read the engineer charges.

Thanks

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

Debbie-TalkTalk — Fri, 04 Apr 2025 07:24:37 GMT

Hi @ross1999

How are you getting on following the engineer visit?

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

AlwaysLookingForHelp — Tue, 15 Apr 2025 09:59:58 GMT

Yes, I have an issue and have this firmware version. Daily dropouts, several times per day. Third openreach engineer visit tomorrow but based on your issue I suspect it's not the line.

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

siphosethu-TT — Tue, 15 Apr 2025 10:09:20 GMT

Hi there ross1999, please confirm if you are still having the same issue with your internet connection. Thanks

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

siphosethu-TT — Tue, 15 Apr 2025 10:10:30 GMT

Hi there AlwaysLookingForHelp, please start a new thread so we're able to assist you. Thanks

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

AlwaysLookingForHelp — Tue, 15 Apr 2025 10:44:19 GMT

Thanks - may do so if the engineer visit tomorrow doesn't yield a fix!

Re: Regular drop outs (since SG4K100208 Firmware upgrade)

siphosethu-TT — Tue, 15 Apr 2025 10:53:22 GMT

Perfect, hopefully everything goes well tomorrow. Thanks, AlwaysLookingForHelp