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For queries about your TalkTalk broadband service.

Sagemcom 5364 User Interface

Xplorer
Participant
Private Message TalkTalk
Message 29 of 29

There are various issues with the Sagemcom 5364 User Interface [firmware SG4K100174].

 

Please can you update the firmware to  SG4K100206.

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28 REPLIES 28

Message 1 of 29

Hi Xplorer,

 

It's showing that it due to be delivered today, apologies for the delay


Chris

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Xplorer
Participant
Private Message TalkTalk
Message 2 of 29

There's still no sign of a modem/router having been dispatched yet.

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Message 4 of 29

Okay, thanks for that.

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Message 5 of 29

No problem. It will probably be because a hub 2 isn't specified for your package and so doesn't come up as an option when placing the order, so we have to use an alternative manual process that can take longer


Chris

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Message 6 of 29

Thank you for your response.

 

The mystery for me now, is why it had to be ordered "via an escalation" rather than "normal channels".

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Message 7 of 29

I'm sorry it's taking so long. When we order a router via the normal channels they are generally dispatched within a couple of days but unfortunately we couldn't do this in your case, it had to be ordered via an escalation which unfortunately can take longer


Chris

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Message 8 of 29

Having already waited since Monday, you are now saying "it should hopefully be sent in the next day or two", which would result in delivery next week.

 

I have seen a case where sending a modem/router was organised on Tuesday this week, and it arrived 2 days later. Why is it taking so much longer in my case?

 

As it has not arrived yet, I have no faith in "it should hopefully be sent in the next day or two".

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Message 9 of 29

Hi Xplorer,

 

There's is no indication that the router has been sent yet, it should hopefully be sent in the next day or two


Chris

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Message 10 of 29

I have not received any delivery from TalkTalk. Please can you confirm the status at your end.

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Message 11 of 29

Hi @Xplorer 

 

Thanks for your reply.

 

I've requested that the hub2 router is sent, please allow 72hrs for this to arrive.

 

Please let me know how you get on.

 

Thanks again.

 

Debbie

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Message 12 of 29

Hi @Debbie-TalkTalk,

 

Yes, please do that.

Xplorer
Participant
Private Message TalkTalk
Message 13 of 29

The Sagemcom FAST 5364 modem/router has hardware version 3.00. The frequent unresponsiveness of the user interface (UI) is very annoying, but usually I only need to use it when something has been changed that affects the connection. The hardware and firmware are not in early stages of development, so this behaviour of the UI is very unexpected.

 

In particular, it is the drop in the connection download speed on wireless that I want resolved. As I have already stated, with the testing that I have carried out, I can only conclude that the drop in download speed on a wireless connection is associated with firmware update. This needs to be investigated by TalkTalk and their supplier.

 

 

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Message 14 of 29

Hi Xplorer

 

Would you like me to try and send a hub2 router for testing?

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KeithFrench
Community Star
Private Message TalkTalk
Message 15 of 29

Hi @Xplorer 

 

I have not seen this on a 5464 (sorry cannot test on a 5364 as I no longer have one). What about trying a 5464 (Hub 2), I know there have been numerous UI problems with the 5364 if it was running hardware revision 3.00, as most are. I will ask @Michelle-TalkTalk  to consider this change, you can easily refuse it if you do not want it, when they come back to you.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 16 of 29

I have just one device in use, a laptop running Windows 11 OS, which for the purpose of testing is on the same desk as the Sagemcom FAST 5364 modem/router. Any power saving features in the network adapter settings are disabled.

 

Prior to the firmware update from version SG4K100174 to version SG4K100206, with a connection sync speed of 43Mbps, the download speed was consistently 40Mbps via ethernet or wireless (5GHz or 2.4GHz bands) connections.

 

After the update to firmware version SG4K100206, the download speed is still consistently 40Mbps via ethernet connection, but only around 28Mbps on wireless (5GHz or 2.4GHz bands) connections. In addition to testing the wireless connection on both 5GHz and 2.4GHz bands using the built-in wireless adapter, I have also tested the 2.4GHz band using an external adapter, with the same result.

 

Using a borrowed Sagemcom modem/router with firmware version SG4K100174, the download speed was once again consistently 40Mbps via ethernet or wireless (5GHz or 2.4GHz bands) connections.

 

I swapped the modem/routers again with the same results as described above.

 

I can only conclude that this drop in download speed on a wireless connection is associated with firmware update.

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KeithFrench
Community Star
Private Message TalkTalk
Message 17 of 29

Hi @Xplorer 

 

What device are you accessing the UI with?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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Message 18 of 29

Good morning,

 

I'm sorry to hear this and I will feed this back.

 

@KeithFrench - have you come across this before?

 

Thanks

 

Michelle

 

Message 19 of 29

Thanks for the update.

 

Unfortunately, there are still issues with the user interface (UI), some of which existed with the previous version of firmware. Ones that I have come across so far are mentioned below.

 

As with the previous version of firmware, the UI still becomes unresponsive in the midst of using it, i.e. not due to inactivity. This requires the user to return to the login page, and start over again.

 

Clicking on the Next button to view the next page of the logs returns the user to the login page. This happened on 5 consecutive attempts, when attempting to switch from page 1 to page 2 after logging back in and returning to the logs page, but also happens when on other pages.

 

The logs severity level works in the oppposite way to that expected, i.e. 'or lower' actually includes logs for higher severity levels rather than lower severity levels. For example, you would not expect selecting 'Info or lower' to include Error logs, but it does. Filter options to select specific severity levels rather than a severity level or lower/higher would be more useful.

 

After disabling Wi-Fi and enabling it again using the 'Enable / disable Wi-Fi' button, the 5GHz band remains disabled. Toggling either the 'Enable / disable Wi-Fi' button or the enable/disable button for the 5GHz band has no effect on the status. Only after turning off the power to the modem/router, setting the 'Enable 5GHz Wireless' switch on the 5GHz settings page to OFF before returning to the 'My Wi-Fi' page, and then toggling the enable/disable button for the 5GHz band was it possible to enable the 5GHz band.

 

On another occasion, after disabling Wi-Fi and enabling it again using the 'Enable / disable Wi-Fi' button, the loading icons just continued forever. On returning to the login page, entering credentials resulted in 'Communication error with the gateway'. From memory, clearing that requires turning the modem/router off and on again, which I did not do because I have done that many times today already. However, whilst updating this post, I noticed my laptop was no longer connected to the internet, even though a solid white light remained on the modem/router. Even after waiting for a while, that did not change, so I had no choice but to turn the modem/router off and on again. I have not had any unexpected disconnections over the past 4 weeks, prior to the firmware update.

 

In addition to that, the worst impact of the firmware change I have observed so far is that of an inexplicable drop in download speed whilst connected wirelessly.

 

Prior to the firmware update (with a sync speed of 43Mbps) I was able to achieve a download speed of 40Mbps via ethernet or wireless (5GHz or 2.4GHz bands) connections. Since the update (with a sync speed of 43Mbps), the download speed is still 40Mbps via ethernet connection, but has dropped to 28Mbps on a wireless (5GHz or 2.4GHz bands) connection, even with the connected device in the same room as the modem/router. On the 2.4GHz band, the signal is more than 60dB above signals from neighbouring routers. On the 5GHz band, the Wi-Fi analyser is not showing any signal from neighbouring properties.

 

I borrowed a Sagemcom modem/router with version SG4K100174 firmware from someone, who wasn't using it. The download speed was the maximum expected for the sync speed no matter whether using ethernet or wireless connection, which is as it was for me prior to the firmware update.

 

Minutes later, I switched back to the modem/router with the updated firmware, and, as before, the download speed for a wireless connection is much lower than with an ethernet connection. This change is coincident with the firmware update, and so currently my conclusion is that it has been brought about by the firmware update.

 

This is the worst user experience I have ever had with TalkTalk modem/router firmware and user interface, and yet the firmware is now version 206, and it's many years since TalkTalk started issuing Sagemcom FAST 5346 modem/routers. This situation is simply ridiculous.

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Message 20 of 29

Hi

 

Your router should now be updated to V206.

 

Thanks  

Karl. 

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