Firmware upgade for DG8041W - kernal panic resets

[Jon_nic]

Hi I have a talk talk DG8041W and on software version v1.05t. I am getting multiple a day resets of the router and on the logs I see reason: kernal panic. Now I don't know what it means but I have to read that a firmware update can fix this?    Talk talk help have checked the router remotely and could not offer any resolution except to be tell me to move the router further away from the tv due to interference....  I did and I still get multiple resets a day and all I notice are "kernal panic ". Any insight in to this or how to manually update the firmware is appreciated..  thanks.

[Philile-TT]

@Jon_nic please be advised that you need to be home to have the checks completed. Please let us know when you are available. 

[Jon_nic]

Hi are you able to to run your "tests" now? Thanks

[Thabile-TT]

@Gliwmaeden2  thank you for the support.

[Gliwmaeden2]

As mentioned in my reply last week, @Jon_nic, you do need to be at home while staff run checks. 

If they cannot finish by c 5pm today this will be followed up after the weekend - they are on here from c 7am Monday to Friday. 

[Thabile-TT]

@Jon_nic thanks for your response, I am willing to assist you however we can only run checks when you are at home. Please let us know when you arrive at home then we can continue. 

[Jon_nic]

Yes please proceed with your checks but I'm not at home, you'll find many kernal panics have occurred in  the router logs if you can access them remotely

[Thabile-TT]

@ferguson thank you for that insight, @Jon_nic I will look into the account for you and advise accordingly, there are some processes we have to follow before we can replace the router, Please confirm if you are at home where the TalkTalk services are installed at the moment and if we can proceed?

[ferguson]

The "kernel panic" reset is a known issue and should entitle you to a new router at no cost, it clearly is no longer working as it should. The support team should take this into account. Hopefully their next response will be more positive, but bear in mind that they won't be back online until Monday.

[Jon_nic]

Hi it's not the fact that I'm not in receiving firmware update that is the  problem it is the fact that the current firmware ( that  I'm stuck with) is having multiple " kernal panic" resets as identified in the router log. The router is not therefore fit for purpose as my Internet drops out multiple times a day because of this.    Please send me a new router? 

[Thabile-TT]

The router not receiving firmware updates should not affect your service and you should not see any issue with the router, if you are experiencing issues, we can run some tests for you to determine whether a new router needs to be sent, if a fault is found and the router needs to be replaced you will not be charged, but we have to run tests first. 

[Thabile-TT]

@Jon_nic I just need to take a quick look at your account in order to assist you with this. Please bear with while I check your account.

[Jon_nic]

Hi  what's  the cost associated with new router?.  Since I'm a customer inside a contract and the hardware is talk talks, can it be replaced free of charge since this is of affecting my experience with talk talk

[siphosethu-TT]

Thank you @Gliwmaeden2 for the help. 

[siphosethu-TT]

Hi there @Jon_nic, if you wish to get the latest router, we can order the Wi-Fi hub 3 for you which is our most updated router, this will be chargeable though. 

[Gliwmaeden2]

That router is no longer supported so you cannot get updates, @Jon_nic.

You should have received an email to that effect about a year ago - effectively what is in this article:

https://help-centre.talktalk.co.uk/Broadband/Security/Telecoms_Security_Act_Unsupported_devices

Once it's established that the router is failing, it's possible to get it exchanged for a Sagemcom. You will need to be at home while the support staff run tests to diagnose this.

If it's not failing, it can still be exchanged, but, unless you are nearing the end of your current contract and need to renew, there's usually a charge for the new router.