Sagecom 5364 router firmware update

[Brommers69]

My upload speeds are almost zero. I have had a ticket open for weeks but nothing has improved. My router says it need updating but how do I get the necessary software? I asked by email but got no reply.

[Karl-TalkTalk]

Hi

A router has been ordered for you.

Thanks  

Karl. 

[Brommers69]

Yes please Debbie.

[Debbie-TalkTalk]

Hi Brommers69

I'm sorry for the delay.

I will need to send another router, are you happy for me to arrange this?

Thanks

Debbie

[KeithFrench]

They will get round to yours when you move to the top of their work queue, Other people will be in front of you who reported their problems before you. It will help your place in the call if you stop posting on here until they contact you on this forum.

[Brommers69]

@KeithFrench thanks. I've tried the service centre on the phone but it is such a faff. I keep getting cut off or their computer needs resetting. Nothing seems to get done and why do they not know the software is wrong. I will do as you suggest but just need this fixed ASAP.

[KeithFrench]

I don't know how you got this firmware, it was never released as far as I know. You cannot update it yourself, despite what it says. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday), but if more urgent you can always try the Service Centre. The staff are back tomorrow, but may not be fully up to strength until after the New Year Bank holiday. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk have responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

[Brommers69]

@KeithFrench They are speed test results. From the router GUI my software is SG4K100124. There appears to be an option to update it if I have the file. I'm a little frustrated TT haven't sorted this yet. The Talktalk help dashboard tells me it is out of date, assuming this is the right software I'm looking at. The problem is wired and wireless.

[KeithFrench]

Are these speed tests or the Sagemcom's sync speed? None of this will be down to the firmware on the router, updating of which is down to TalkTalk, you cannot do it yourself. What version are you currently running? Are you using wired or wireless connections?

[Gliwmaeden2]

Upload speeds for basic Fast Broadband won't be more than 1Mbps at best, @Brommers69.

What package are you on?

What router do you use?

Staff will be back on here from Wednesday onwards. 

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