on 01-09-2021 01:28 PM
I was persuaded to upgrade to Faster Fibre or whatever the 60 odd Mb service is called and received a new Sagecom WiFi Hub a month ago. Since then the speed is no quicker than before at all at about 35mb, but that is not the problem. Almost daily and sometimes twice a day the internet goes down, the Wifi remains connected and unusually email continues to work OK. The router's log records are littered with hundreds of DNS Name Resolution Errors an hour. It looks like it has a breakdown after too many errors and gives up. The only way to get back on the internet is to reboot the router which takes about 5 mins.
Hardware version; FAST5364 3.00
Software version; SG4K10002816t
GUI Version; 3.7.8
on 02-09-2021 11:41 AM
No Problem, we are here when you need us.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
WEAR A MASK - WASH YOUR HANDS - SOCIAL DISTANCE
on 02-09-2021 10:57 AM
on 02-09-2021 10:20 AM
on 02-09-2021 09:15 AM
Thanks for getting back to me. The voice quality has been fine, no problems since about a month ago. The light on the router remains on and white all the time, even when there is no internet. Looking at the router log the DNS errors occur throughout the night, less often than when we are using the internet, only once last night at 03.52.15, but several more this morning since we have been on the internet. Most DNS errors seem to occur 4 times at the same time then often exactly a minute later for another 4 times. Mostly they pass without intervention, but once or twice a day the internet goes down, the web browser shows a DNS Server Error and no web pages will display, however even at this time we can still check emails on the same computer that says DNS Server Error. Also if Internet radio via Alexa is on at that time it keeps playing and I don't think it's just a buffer. Alexa however is unresponsive. The only way to get the internet back is to reboot the router, we have left it for hours and it won't recover without a reboot.
We have a friend in the next village who has also been having similar problems recently, same TT Sagecom router, but his recovers itself and doesn't need a router reboot.
on 02-09-2021 07:03 AM
I'm sorry to hear this. We're currently in the process of rolling out the new firmware, however the line test is detecting a potential fault. Are you experiencing any issues with the voice service? Does the light remain white on the router when this happens?
on 01-09-2021 04:00 PM
The Software Update page on the router says; "Step 1 - Obtain an updated software image file from your ISP."
Where can I obtain this and what version fixes the DNS problem, I have had this problem for about a month now.