Firmware Update

[SuperflyForever]

Hello there, I saw after some searching that people were requesting an update pushed to their router. We recently upgrade to Fibre 65 and despite the offer saying we would be provided with a new router, we didn't get one sent. So instead we bought one but it seems that the firmware according to some posts I gleamed through on the forums here that it needs an update.

Over the past few weeks since having the new router, we will have had inconsistent disconnections. It will sometimes happen multiple times in an hour or once every 24 hours. I saw people saying it was some DNS issue, but before I went messing around with that by myself, I was hoping to get some proper support before I go ahead with that.

The current router firmware is #SG4K10002816.

[kanya-TT]

Thank you Cheryl and do keep well.

Kanya

[SuperflyForever]

That sounds fair, thank you again for the assistance, it's a bit of a pain that it's an line issue though, but what can you do? Either way, thank you for the help once again.

[kanya-TT]

Line testing reveals an issue on your line that needs to be fixed by an Openreach Engineer. The engineer will investigate, typically this will be completed within the next 2-3 working days.

Openreach will contact you via a text message with details of the engineer working on your fault on the day the work begins. This includes when they are travelling and when they start working to resolve the fault.

This is a non-appointed visit, which means they'll only be working on the Openreach equipment between your home and the exchange. They will confirm once they have completed their work.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you. If this occurs, we advise getting in touch with us right away to book the engineer appointment.

Kanya

[SuperflyForever]

Yes that all sounds fine, thank you for the help and the clarification. Hopefully this can be resolved as soon as possible as it's all quite a headache.

[kanya-TT]

We're booking an Openreach engineer to investigate any issues within the network that may be affecting your service

The engineer is unlikely to need access to your property, so you don't need to be home and if this is confirmed as a fault in the network by the engineer won't be charged.

If the engineer can't find an issue in the network, they may need access to your home to complete further checks, they will try to call and arrange this on the contact number you have provided.

If they can't reach you, don't worry, you will receive a text from us to arrange for an appointed engineer to visit your home.

Please note that terms and conditions for an appointed engineer differ so please pay attention to this if your engineer type changes.

Do you understand this information?

Kanya

[SuperflyForever]

That's fine, I hope this can be solved quickly though. I also hope I won't have to end up paying for anything. What do you need?

[kanya-TT]

We've run a test on your line which has identified a line fault that requires a supplier escalation to resolve.

Typically these escalations involve an engineer conducting checks on the supplier network, though occasionally they may need to visit your premises. I’ll need to confirm some information with you before I go ahead and arrange the escalation

Kanya

[SuperflyForever]

Hey, just wondering if there is any new info on what the problem might be?

[kanya-TT]

We will have to be a bit pateint this may be due to a slight ping on the internet, whilst this checks are still going on.

Kanya

[SuperflyForever]

The internet did go out maybe like 10 minutes ago, but I'm not sure if that was me or you. But thank you for the help.

[kanya-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

Kanya

[SuperflyForever]

Yes, it currently affects the Wired and Wifi. When it happens, the light on the router turns to orange.

[kanya-TT]

Great, does the issue occur everywhere? 

Kanya

[SuperflyForever]

Yes, the router is currently on. No, nothing is currently being monitored for health reasons.

[kanya-TT]

That's great, is the router on at the moment. And I'll need to know if you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

Kanya

[SuperflyForever]

Yup, I'm at home, you can run the checks, that's all good!

[kanya-TT]

That's bad. Can we run checks for you. Are you home at the moment? 

Kanya

[SuperflyForever]

Hello Kanya, thanks for getting back to me. It will keep coming in and out. Sometimes it might go out multiple times an hour, almost never staying up for minutes at a time and sometimes it will be up for an hour. It's entirely random.

[kanya-TT]

Hey there, @SuperflyForever . We'd love to assist again.  So just to get clarity, the internet is completely gone or its intermittent? 

Kanya

[SuperflyForever]

Well sadly, it's me again. After the last help you gave me earlier this year, a similar issue is happening again. Around 2pm yesterday, the internet went out. Every since I was provided help earlier this year the internet has been pretty stable for the most part. But since it went out yesterday, the connection has been unable to stay up for what feels like minutes at a time. I've tried factory resetting the router but it's still going out. No one has been near the router and fiddled with anything so I really don't know why it's gone full nuclear and refuses to behave.

Thank you and again, sorry for being a hassle.