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.

[Chris-TalkTalk]

OK thanks. I've raised this to Openreach as a non-appointed task. They will investigate over the next 72 hours and may contact you directly if they need to access your home

Chris

[SuperflyForever]

Hello, from what I'm aware of, we only have one telephone line in the house. I had a look at the socket to find that test socket thing, but in a previous issue we had, an engineer came over to fix the socket in which he put a new bracket/faceplate thing, he didn't put a cover on it, but it looks like it's only the one socket on it.

So from what I can figure out, it's already plugged into the test socket?

[Chris-TalkTalk]

OK thanks. How many telephone sockets do you have? Have you tried connecting the router and telephone to the test socket - Your guide to main phone sockets - TalkTalk Help & Support

Chris

[SuperflyForever]

Thank you for getting back to me. I can't say I have noticed any noise on the phone, we don't make too many calls, but when we get one or make one, can't say anything has been noticed. Making calls doesn't seem to knock the internet out, but every incoming call knocks out the internet, and the internet just goes out randomly. It went out about 4–5 times in the early afternoon, then nothing until about 1 am.

Thank you.

[Chris-TalkTalk]

Hi superfly,

I'm sorry to hear that you're experiencing problems with your service again. Line test is picking up a potential issue, is there any noise on your telephone line? Are you able to make and receive calls OK?

Chris

[Gliwmaeden2]

I'll re-escalate this for you, @SuperflyForever.

Staff will respond during the day (Monday to Friday).

[SuperflyForever]

Hello, it's been a while, and sadly I am back here having to voice my issues again. Over the past few weeks, we've been getting a lot of internet outages and very randomly too. The old issue we had where the phone would ring and knock the internet out has come back. And today, the router has disconnected 3 times within about 1-2 hours. I have zero idea what is going on, for a few months, we had no issues at all and it feels like I am needing to keep my fingers crossed at all times in hopes we don't lose connection all the time.

I don't know if it's the router playing up, the connection to the junction box (again) or something else.

Thank you.

Just to add: So quite literally as I was writing this, I hit the 'post' button. The phone rang and knocked out the connection again. This is all so completely unacceptable, I hope we can find out this issue, as the internet is practically unusable at this point for more than minutes at a time.

[Chris-TalkTalk]

OK thanks 🙂

[SuperflyForever]

Hello Debbie, we haven't had any events yet, the phone has been a little quiet since Saturday. But I will keep you informed.

Thank you for the follow up.

[Debbie-TalkTalk]

Hi SuperflyForever

Thanks for your reply.

How's the connection been since your last post?

[SuperflyForever]

The filter arrived an hour ago and I have set it up, I will let you know if and when the internet may go out when a phone call comes in.

Thank you again.

[Debbie-TalkTalk]

Hi SuperflyForever

Thank you 🙂

Debbie

[SuperflyForever]

Oh, wonderful. Thank you for dealing with this so quickly. It means a lot. I will get back to you when it arrives and let you know the outcome.

Thanks again.

[Debbie-TalkTalk]

Hi SuperflyForever

Thanks for your reply.

I have ordered a replacement microfilter, please allow 48hrs for this to arrive.

If you remove the faceplate from the master socket, then you can connect the new filter directly at the test socket.

Thanks again.

Debbie

[SuperflyForever]

That would be great. Thank you. The one we have sockets into the wall, embedded in, I assume that doesn't matter.

[Debbie-TalkTalk]

Hi SuperflyForever

I can send you a replacement microfilter, would you like me to arrange this?

[SuperflyForever]

Hello again, sorry. When I wrote to you previously, I forgot to write that I hadn't tried a new microfilter because we didn't have a spare. Was in a bit of a rush while writing that. I apologize.

[Anonymous]

Morning,

Thanks for confirming. Would it be possible to test with a different microfilter just to rule this out? If this is still happening with 2 different routers and microfilters at the test socket then the next step would be to arrange an engineer visit to the property.

Thanks

[SuperflyForever]

Hello Debbie. I haven't tried a new microfilter. When the technician was here last year, he replaced it with a new one as the one we had was faulty. We were also sent a new router, which I believe is a 'Sagemcom 5364'.

I'm not sure why the phone ringing and knocking out the internet has happened again, as it's been fine for the past about 7ish months. It doesn't always knock the internet out when the phone rings, but it's still more likely to happen than not.

[Debbie-TalkTalk]

Hi SuperflyForever

I'm really sorry to hear this.

I've completed 2 different line tests and both are clear - No faults detected.

Have you tested with a different microfilter at the test socket?

Which router are you using? (make and model)