Router Firmware Update

[Clarence]

Hi

Sometime ago I purchased a new Fast 5364 router from TalkTalk.

I later purchased a BT Premium Whole Home Wi-Fi system with a Pack of 3 Discs which worked fine with the router.

Then, following a firmware update, the discs would no longer connect to the router. I contacted BT who said they were aware of the issue and I should contact TalkTalk, which I did. However, TalkTalk was unable to help and I reverted back to an old router, which did work with the discs.

I now understand that TalkTalk has resolved the firmware issue and there is a new version which will work with the discs.

If I leave the Fast 5364 router plugged in overnight, will it automatically be updated to the latest firmware version?

Thanks.

[Debbie-TalkTalk]

Hi Clarence

I'm so sorry to hear this.

We do have new firmware coming soon for the Sagemcom WIFI hub (in the next couple of months)

Once the new firmware is available then we can send you another hub and test this firmware version.

[Clarence]

Hi Debbie

Yes I received the router and spent nearly a whole day trying to connect my BT discs to it without success. They would connect momentarily and then drop out. Pretty sure it must be the version of firmware on the router.

I have reverted back to my old Huawei router which works fine, although slower.

Thank you for all your help. Shame we couldn't resolve the problem. 

I will probably buy a third party router.

I'll send the test router back to you in the returns bag.

[Debbie-TalkTalk]

Hi Clarence

Have you received the router?

[Debbie-TalkTalk]

Hi Clarence

You're welcome 🙂

Debbie

[Clarence]

and thank you Debbie!

[Michelle-TalkTalk]

Hi Clarence,

Great, thank you 🙂

Michelle

[Clarence]

Thanks Michelle

I'll let you know how I get on.

I really do appreciate all your help.

[Debbie-TalkTalk]

Hi Clarence

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

[Clarence]

Good morning Michelle.

Yes, a replacement router to test would be great.

Thank you

[Michelle-TalkTalk]

Morning Clarence,

Ok, would you like us to send a replacement router for testing purposes to rule this out and see how this compares?

Thanks

Michelle

[Clarence]

Hi Michelle

I have never had a replacement router to test before.

My original router was a Huawei HG633 and then I purchased the Sagemcom from TalkTalk some years ago because I wanted the increased performance, which it provided, increasing the download speed by about 25%.

[Michelle-TalkTalk]

Hi Clarence,

Thanks for trying this. Have we ever sent you a replacement router for testing purposes to rule this out?

Michelle

[Clarence]

After powering down the router for over 30 minutes it still would not connect to the discs. 

Are other people still having this problem?

If not, perhaps there is a problem with the router?

[Debbie-TalkTalk]

Hi Clarence

The other post was last year but I'm guessing it was still version 174. We do have new firmware coming soon for the Sagemcom hub in the next couple of months.

[Clarence]

This post seems to indicate the same problem which was resolved https://community.talktalk.co.uk/t5/Broadband/BT-whole-home-Wi-Fi/td-p/2981647

Do you know which firmware version was used?

I'll try powering down the router so will obviously be offline for at least 30 minutes.

Thanks

[Debbie-TalkTalk]

Hi Clarence

Unfortunately we are unable to roll back to previous firmware versions.

Have you tried powering down the router for a full 30 minutes and then retesting?

[Clarence]

Thanks for checking Michelle.

Unfortunately my BT WholeHome wifi discs still won't connect.

As previously mentioned they were working fine before the firmware update last year.

Is it please possible to downgrade my firmware to the previous version so I can use the BT discs?

[Debbie-TalkTalk]

Hi Clarence

I've checked and I can see that the Sagemcom WIFI hub has the latest firmware version 174.

Thanks

[Clarence]

Hi Michelle

Thanks so much for coming back to me.

I have connected the router and would be very pleased if you could let me know when you have carried out your check and updated the firmware if needed.

Thanks

[Michelle-TalkTalk]

Hi Clarence,

If it's possible to connect the router today (before 3pm) then we can check the firmware and update this if needed for you. It should only take a few minutes.

Michelle