Broken Firmware Update - Sagemcom Fast 5364

[Olivia45]

Hi,

I woke up on Friday morning (29/04) to find the router dead. Turned it back on and since then I've been experiencing an increasing amount of issues.

My VPN no longer works

WhatsApp calls don't work

Certain other apps not working

A number of DNS resolution issues

I reported a fault via the online service centre on 02/05 (not sure if I should post the ref # here...)

After some troubleshooting everything pointed towards the router's firmware being upgraded to version # ending 136 as the cause.

It seems a substantial number of others have similar problems.

I spent 45mins last night (transcript available if needed) on livechat trying to explain what the issue was and how to resolve it - before the 'Technical Service Support' agent agreed that it was possible to fix from their end.

Unfortunately they haven't done the firmware rollback/update/reset as promised.

Can somebody please escalate this and provide the necessary update?

Thank you

[Debbie-TalkTalk]

Hi Olivia45

I'm so glad to hear this, thanks for letting us know 🙂

Debbie

[Olivia45]

Hi Debbie,

Thank you, it all seems to be working now, that appears to have fixed it.

[Debbie-TalkTalk]

Hi Olivia45

The firmware has now been updated, please can you retest and let us know how the connection compares.

Thanks

Debbie

[Olivia45]

Hi Debbie,

As soon as possible please

Thanks

[Debbie-TalkTalk]

Hi Olivia45

I'm sorry to hear this.

I will need to make a change to your firmware, when would be the best time to do this?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes.

Thanks

[Divsec]

Hi @Olivia45 so frustrating when improvements produce the opposite results. Your post has been escalated and the team here will pick it up either this afternoon r tomorrow morning.