Problems with Sagemcom-FAST5364-3.T8 version SG4K100174 connecting

[kcegginton]

  The main problem is that the router has been dropping the connection more and more frequently and then taking up to 3 hrs to reconnect - fast orange blinking, slow orange blinking, white/orange blinking - then repeat & repeat - no steady white for up to 3 hrs.  No improvement after power-cycling and restarting gateway.

 >  I replaced router with an old Plusnet router - no problem - immediate, fast and steady connection - I would stick with that except that it was last updated in 2019 - so, potentially vulnerable.

 >  I have performed factory reset (both with pinhole on back and through online management screen) - problem recurred after reset.

 >  Logging into Router (192.168.1.1) now raises flags about a 'Self-signed' security certificate - I don't remember seeing this before - all browsers force me to ignore warning.

 >  I think it was after the last firmware update (months ago) that a worrying problem arose - the Dashboard Connection status reports "Your router is not currently connected to the internet" - depite it clearly being Online and the router (apparently) working correctly.  The connection diagram shows red line between 'router' and 'world'

>  The log is now showing some DNS errors - "netmon-control.dropbox.com" and Amazon & Avast urls as in attached screengrab.  Not seen before reset.

My worry is that my router is either failing or has been hacked.

Any help would be appreciated,

Ken

[Debbie-TalkTalk]

Hi @kcegginton 

I have just sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie

[Karl-TalkTalk]

Excellent, Thanks for confirming.

Regards,

Karl. 

[kcegginton]

Hi Debbie,

Everything seems fine - thank you.  After the firmware update 5 days ago and the Wifi channel hopping stopped, I did get one problem after a TT line-drop at 03:30 the next morning but after I restarted (and a power-cycle) everything has been fine.  The modem fully recovered after the TT line-drops at 03:30 each subsequent night and there have been no other interruptions.  I have reconnected two wifi devices that were at a distance to the modem and no problem has resulted.  So, at present, I am well pleased.

Thank you,

Ken

[Debbie-TalkTalk]

Morning Ken @kcegginton 

How was the connection over the weekend?

[kcegginton]

Thanks Karl for that - there was another line-drop at 03:30 last night - but this time everything recovered normally.  Things are looking better. 

Ken

[Karl-TalkTalk]

Hi

I know our Devices teams have been running a campaign to push a setting to routers overnight so this may explain the drop or reboot caused by our ACS (TR069) server at that time. 

Thanks  

Karl. 

[kcegginton]

Thank Karl - but we're not quite out of the woods yet. At 03:30 this morning there was a brief ADSL line-drop which I assume was initiated by TalkTalk (am I correct in that assumption?) - I have seen such line-drops at that time before.

After that, the modem failed to recover: "TR-069 connectivity to (acs.talktalk.co.uk) has failed" until I performed a remote restart at 05:21 (the modem was not physically touched).

I am intrigued by the effect on the WiFi device connections - why should 'no internet connection' result in constant disconnect & reconnects?

I will power-cycle the modem a little later and see what happens after that - particularly during the night. Can I expect another line drop at the same time?

Any thoughts as to what is going on?

Cheers,
Ken

Log Extract

22.08.2024 10:55:03,Info,SYS,Modem login was successful
22.08.2024 08:24:02,Info,LETH,An Ethernet port is now connected (3/1000/FULL)
22.08.2024 08:23:59,Info,LETH,A device has been disconnected from an Ethernet port (3)
22.08.2024 08:23:38,Info,LETH,An Ethernet port is now connected (3/1000/FULL)
22.08.2024 08:23:35,Info,LETH,A device has been disconnected from an Ethernet port (3)
22.08.2024 08:23:32,Info,LETH,An Ethernet port is now connected (3/10/FULL)

<<<< All devices now working normally >>>>

22.08.2024 05:30:51,Info,SYS,Modem logout was successful
22.08.2024 05:25:08,Info,WIFI,A WiFi device <Samsung A40> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
22.08.2024 05:24:47,Info,WIFI,A WiFi device <Ring Doorbell> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 05:24:46,Info,WIFI,A WiFi device <TPlink rptr EXT2> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])

22.08.2024 05:24:35,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has been closed
01.01.2013 00:01:24,Info,SYS,Modem login was successful
01.01.2013 00:01:20,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has been initiated
01.01.2013 00:01:16,Info,PPPOE,PPPoE connection successfully established with user credentials.
01.01.2013 00:00:59,Info,WIFI,A WiFi device <TPlink rptr EXT2 5G> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
01.01.2013 00:00:52,Info,XDSL,ADSL connectivity is up

01.01.2013 00:00:49,Info,WIFI,A WiFi device <Smartplug/Round1/Fan> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:49,Info,WIFI,Device <Smartplug/Round1/Fan> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:47,Info,WIFI,A WiFi device <Smartplug Hotbed> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:46,Info,WIFI,A WiFi device <D-Link camera> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:45,Info,WIFI,A WiFi device <Big Show> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
01.01.2013 00:00:43,Info,WIFI,A WiFi device <Smartplug/Round1/Fan> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:42,Info,WIFI,A WiFi device <Smartplug/Round2/Myfan> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:38,Info,WIFI,A WiFi device <Smartplug/Square2/Demist> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:37,Info,WIFI,A WiFi device <Echo Dot Living room> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:36,Info,WIFI,A WiFi device <Smart Bulb> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:36,Info,WIFI,A WiFi device <Amazon smartplug/Heater> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:35,Info,WIFI,A WiFi device <Smartplug/Square1/Defog> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:34,Info,WIFI,Device <Smartplug Hotbed> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:32,Info,WIFI,A WiFi device <Smartplug Hotbed> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
01.01.2013 00:00:28,Info,LETH,An Ethernet port is now connected (4/1000/FULL)
01.01.2013 00:00:23,Info,DNS,DNS name resolution is now active
01.01.2013 00:00:23,Info,DHCPS,The LAN DHCP Server is active
01.01.2013 00:00:23,Info,WIFI,WLAN has been deactivated (NETGEAR2000-5G-GUEST) (band : 5GHz).
01.01.2013 00:00:23,Info,WIFI,WLAN has been deactivated (NETGEAR2000-GUEST) (band : 2.4GHz).
01.01.2013 00:00:23,Info,WIFI,WLAN has been activated (BH_TALKTALK8C8A8C) (band : 5GHz).
01.01.2013 00:00:23,Info,WIFI,WLAN has been activated (NETGEAR2000-5G) (band : 5GHz).
01.01.2013 00:00:23,Info,WIFI,WLAN has been activated (NETGEAR2000) (band : 2.4GHz).
01.01.2013 00:00:22,Info,WIFI,Channel: (0/48) Channel Hopping initiated/Manually initiated
01.01.2013 00:00:22,Info,WIFI,Channel: (0/6) Channel Hopping initiated/Manually initiated
22.08.2024 05:21:59,Info,SYS,A device reset was performed (GUI/Button)
22.08.2024 05:21:58,Info,SYS,A device reset was performed (GUI/Button)

22.08.2024 05:21:40,Info,WIFI,A WiFi device <Smartplug/Square2/Demist> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 05:21:37,Info,WIFI,Device <Smartplug/Square2/Demist> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 05:21:37,Info,WIFI,A WiFi device <Smartplug/Square1/Defog> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 05:21:34,Info,WIFI,Device <Smartplug/Square1/Defog> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 05:21:32,Info,WIFI,A WiFi device <Smart Bulb> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 05:21:32,Info,WIFI,Device <Smart Bulb> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])

<<<< Internet status appeared normal in the Dashboard - only the log showed a problem >>>>

22.08.2024 05:07:23,Info,SYS,Modem login was successful

<<< Edited-out 90 more minutes of WiFi devices repeatedly connecting & disconnecting until I remotely restart the modem at 05:21:58 >>>>

22.08.2024 03:34:48,Info,WIFI,Device <Smartplug/Square1/Defog> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 03:34:25,Info,WIFI,A WiFi device <Ring Doorbell> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 03:34:25,Info,WIFI,Device <Ring Doorbell> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 03:34:04,Info,WIFI,A WiFi device <Smartplug/Square2/Demist> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 03:33:59,Info,WIFI,Device <Smartplug/Square2/Demist> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 03:33:48,Info,WIFI,A WiFi device <Smartplug/Square1/Defog> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 03:33:46,Info,WIFI,Device <Smartplug/Square1/Defog> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])

22.08.2024 03:33:30,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has failed

22.08.2024 03:32:46,Info,WIFI,A WiFi device <Smartplug/Square1/Defog> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
22.08.2024 03:32:43,Info,WIFI,Device <Smartplug/Square1/Defog> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])

22.08.2024 03:32:32,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has failed
22.08.2024 03:32:00,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has failed
22.08.2024 03:31:46,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has failed
22.08.2024 03:31:40,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has failed
22.08.2024 03:31:37,Info,PPPOE,PPPoE connection successfully established with user credentials.
22.08.2024 03:31:20,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has been closed
22.08.2024 03:31:16,Info,SYS,TR-069 connectivity to (acs.talktalk.co.uk) has been initiated
22.08.2024 03:31:13,Info,PPPOE,PPPoE connection successfully established with user credentials.
22.08.2024 03:31:11,Error,PPPOE,Timeout during PPP initialization LCP/IPCP

22.08.2024 03:30:43,Info,XDSL,ADSL connectivity is up
22.08.2024 03:30:13,Info,XDSL,ADSL connectivity is down

<<<< Here is where things go wrong - the brief line-drop at 03:30 has been seen many times before >>>>

22.08.2024 01:45:53,Info,LETH,A device has been disconnected from an Ethernet port (3)
22.08.2024 01:20:25,Info,SYS,Modem logout was successful
22.08.2024 01:17:40,Info,SYS,Modem login was successful

22.08.2024 00:33:36,Info,WIFI,Device <Redmi Note 9> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
22.08.2024 00:29:27,Info,WIFI,A WiFi device <Redmi Note 9> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_VIDEO_5G])
22.08.2024 00:18:56,Info,LETH,A device has been disconnected from an Ethernet port (2)

[Karl-TalkTalk]

Hi

Glad to help.

Regards,

Karl. 

[kcegginton]

Karl, Thank You, Thank You, Thank You.

That was no small change you made - it's early days but the Firmware upgrade you initiated seems to have cured all the issues I raised initially.  I don't get the warning about the Security Certificate, the Line Status now correctly reports that I am connected to the Internet and the 2.4GHz WiFi Channel seems to be as I wanted (Channel 6) -  there has been no channel hopping in the last 7 hours and devices are not dropping off and back on to the network.  Fingers crossed. 

My heart did sink just before 8:30am when my devices lost connection - I didn't know that a Firmware upgrade was in progress - and I did end up  initiating a remote re-boot at 08:39:18 - just as the router was completing the upgrade restart.  I hope that I didn't upset anything but as I was by then accessing the updated dashboard/UI I think this unlikely - and everything seems to be woking ok at the minute.

Thank you again - those Security Certificate and Internet Status issues were worrying me - I had been wondering if there was a Man-in-the-Middle hacking me (especially as the Log-in screen initially showed a label for the 5364).

Cheers,

Ken

[Karl-TalkTalk]

Hi

I've made a small change to the router and set your Wi-Fi channel to 6.   This should remain static now.   See if this gives better performance.

You do have a number of devices connected and router is in sync at 8.1mb, so speeds will be slightly lower than this over Wi-Fi.

Thanks  

Karl. 

[kcegginton]

I do have an oldish third-party wifi repeater but I am willing to try an extender from you - it may be more compatible.

Cheers,

Ken

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Would you like us to send a wifi extender to see if this helps with the wifi coverage as the channel may be changing due to poor coverage?

Thanks

Michelle

[kcegginton]

This modem is killing my regard of TalkTalk.   Every day automatic Wi-Fi "Optimisation" initiates four Channel Hops  in near succession - every three days, either the modem or my devices get so confused the cannot reconnect (including my security cameras) after the forced disconnect and I have to manually change the channel or reboot the modem.  Today a half of my wifi devices were unavailable.  Clearly the fact that my channel selection is being overridden (so why offer the option to fix it - which I dearly want to do - in the first place) means that there is a bug in the operating system or this particular modem is faulty. 

I need some advice from you.  Maybe a mesh system to replace the unreliable built-in wifi is needed.

Ken

[Chris-TalkTalk]

Hi Ken,

The team no longer disable wifi optiisation as doing this unfortunately has an adverse effect on other things, it doesn't just effect automatically changing channels

Chris

[kcegginton]

Thank you Debbie,

If the 'faults' team are no longer able to make the modem work as it should do, using the method previously applied over the last five years, then I see no point bothering them.

I just wonder what has changed such that they are no longer able to apply a tried and tested remedy to an intrinsic design-flaw - one requested by many other members of the community.  Do you have an answer for this?

I will ponder my next move according to the performance of the system during the next week or so.

Thank you for your time,

Ken

[Debbie-TalkTalk]

Hi Ken

The team can't switch off the WIFI optimisation but they can take a look at the wireless issues and make some suggestions/changes to help improve it.

[kcegginton]

Hi Debbie,

If your faults team can stop the router from Channel Hopping (it did it again 3 hrs ago - right on top of a very strong signal on Channel 1) and make the modem stick to a fixed channel (as the dashboard suggests is possible) - or make Optimization do its job properly - then yes please, escalate the issue.  There were no other problems overnight as far as I know.

Cheers,

Ken

[Debbie-TalkTalk]

Hi @kcegginton 

Apologies, we are now unable to switch off WIFI optimisation.

I can pass this to our faults escalation team and ask them to contact you to discuss this further, would you like me to arrange this?

[kcegginton]

Yes, the Devices Team was correct - the wireless congestion occurs when TTrouter selects Channel 1.  This is why I want to FIX it to Channel 6 and have Wifi Optimization turned off (if that is the only way to make to router do what it should and STOP the Channel Hopping - as indicated in its UI.) I have been through this several times over the last few years - every time the problem was resolved when Channel Hopping was stopped. See attached screen-grab of the situation early this morning - remember 'NETGEAR2000' signals are TTrouter & repeater. 'Homenet' is nearby router & repeater. How is this optimization?
~
The Modem is in the middle of the downstairs front room - with wired connections to main computers.
Repeater is on windowsill of rear bedroom to serve bedroom & garden - none of these lost connection and will retain connection directly with router.
~
Devices that have not failed to reconnect:
~
Repeater 2.4GHz:
Echo Big
Echo Left
~
Repeater 5GHz:
Small Show
Kindle Fire 10
Redmi Note 9
~
Router 5Ghz:
Big Show
Fire 10 Tablet
Redmi Note 9
~
Devices that 'failed to connect to SSID' on Channel 1 for up to 80 minutes (07:27 to 08:50 until I set Channel 6 manually) 'because they provided incorrect login information' are 3-5m of the router. Only Echo Kitchen, Smartplug/Hotbed and Ring Doorbell have a brick wall between them.:
~
Router directly feeds 2.4GHz:
10.06.2024 08:46:14 (Smartplug/Square1)
10.06.2024 08:40:16 (Echo Kitchen)
10.06.2024 08:20:13 (Ring Doorbell)
10.06.2024 08:20:13 (Smartplug/Hotbed)
10.06.2024 08:11:28 (Smartplug/Heater)
10.06.2024 08:11:25 (Smartplug/Demist)
10.06.2024 08:11:12 (Smartplug/Round1)
10.06.2024 08:08:43 (Echo Living room)
10.06.2024 07:40:46 (D-Link Camera)
10.06.2024 07:34:18 (Smartplug/Round2)
~
A further few errors occurred this morning after Channel Hopping jumped to Channel 11 but all connections were remade within a second - so no problem - possibly just a timing issue. All connected directly to modem. Other devices disconnected/reconnected immediately after Channel Hop.
~
12.06.2024 04:35:01,Info,WIFI,A WiFi device <Ring Doorbell> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
12.06.2024 04:35:01,Info,WIFI,A WiFi device <Echo Dot Living room> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
12.06.2024 04:35:01,Info,WIFI,A WiFi device <Echo Dot Kitchen> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
~
12.06.2024 04:35:00,Error,WIFI,A device failed to connect to SSID (Echo Dot Living room) because it provided incorrect login information.
12.06.2024 04:35:00,Error,WIFI,A device failed to connect to SSID (Echo Dot Kitchen) because it provided incorrect login information.
12.06.2024 04:35:00,Error,WIFI,A device failed to connect to SSID (Ring Doorbell) because it provided incorrect login information.
~
12.06.2024 04:34:55,Info,WIFI,Device <Echo Dot Living room> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
12.06.2024 04:34:55,Info,WIFI,Device <Echo Dot Kitchen> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
12.06.2024 04:34:55,Info,WIFI,Device <Ring Doorbell> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV])
~
12.06.2024 04:34:46,Info,WIFI,Channel: (6/11) Channel Hopping initiated/Manually initiated
~
Other Hops during the night:
12.06.2024 00:01:13,Info,WIFI,Channel: (6/1) Channel Hopping initiated/Manually initiated
12.06.2024 03:43:27,Info,WIFI,Channel: (1/6) Channel Hopping initiated/Manually initiated
12.06.2024 04:34:46,Info,WIFI,Channel: (6/11) Channel Hopping initiated/Manually initiated
12.06.2024 04:54:44,Info,WIFI,Channel: (11/6) Channel Hopping initiated/Manually initiated
12.06.2024 05:20:28,Info,WIFI,Channel: (6/11) Channel Hopping initiated/Manually initiated
~

On a slightly different note, I am still getting warnings from Firefox about the Certificates issued by the modem/router when logging in to 192.169.... This is the warning I get:
~
from Firefox:
"Someone could be trying to impersonate the site and you should not continue."
"Web sites prove their identity via certificates. Firefox does not trust 192.168.1.1 because its certificate issuer is unknown, the certificate is self-signed, or the server is not sending the correct intermediate certificates."
"Error code: SEC_ERROR_UNKNOWN_ISSUER"
~
And from Edge:
"This site does not have a certificate."
"Because this connection is not secure, information (such as passwords or credit cards) will not be securely sent to this site and may be intercepted or seen by others."
~
Can this be safely ignored?

Cheers,

Ken

[Debbie-TalkTalk]

Hi @kcegginton 

I asked our Devices Team to take a look at this for us and they advised the below:

They can see quite a lot of wireless congestion. They also think that the wifi extender could be located in the wrong location as we can see that the connection to this is very weak. Would it be possible to confirm where both the router and the extender are located in your property please?

Thanks