Internet constantly dropping due to firmware update

[DBrannan]

My house for the past couple days had been having problems with our internet connection dropping intermittently. I went onto TalkTalk and live chatted with the support team yesterday afternoon, who told me to reset the router. It worked fine for a few hours until just before 1am then it once again started dropping the connection every couple minutes.

I soon realised that these problems were similar to what happened to me almost a year back and that was fixed with a firmware update.

Lo and behold I managed to get access to my user log for the router and concidentally these problems started immediately after a router firmware update to v1.08t on the 14th. I seems the update has caused a problem with the connectivity

I've attached the user log txt file for my router.

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2024-02-14 01:03:23 [Error][Alarm-Log] AlarmID:104509,AlarmLevel:Error,Software upgrading.Terminal:ACS
2024-02-14 01:04:03 [Error][Alarm-Log] AlarmID:104885,AlarmLevel:Error,Software successfully upgraded. Source version: v1.06t. Terminal:ACS
2024-02-14 01:04:03 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Cmd:Run Download task 3 http://fwupload.talktalkgroup.com/Huawei/DG8041W_v1_08t_FW/XDSL
2024-02-14 01:04:04 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:ACS
1981-01-01 00:00:32 [Error][Alarm-Log] AlarmID:302886,AlarmLevel:Error,Current source version: v1.08t
2024-02-14 01:04:58 [Critical][Run-Log] Time synchronized successfully, uptime:[42s], src:[3], app:[sntp], pid:[2969]
2024-02-14 01:05:39 [Critical][Config-Log] Terminal:ACS(62.24.243.161),Result:Success,Type:Set,InternetGatewayDevice.ManagementServer:,ConnectionRequestUsername:userid,ConnectionRequestPassword:-
2024-02-14 01:05:44 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: [0], Terminal:OTHER

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As you can see the first drop in connectivity started right after the update.

If possible can you rollback the update to the previous version.

Edit: Forgot to add my router version is DG8041W-2.T5

[DBrannan]

Yes you can send out the new router.

Did they say why they couldn't roll back the firmware?

[Debbie-TalkTalk]

Hi DBrannan

Our Devices Team have advised that we cannot roll back the firmware so I will need to send a new router out.

Will it be ok for me to arrange this?

[Debbie-TalkTalk]

Hi DBrannan

Thank you. I will let you know as soon as I have an update.

[DBrannan]

I can keep the device itself powered on, though I can't guarantee if the connection will drop or not.

[Debbie-TalkTalk]

Hi DBrannan

Thank you for the Private Message. 

I'm just speaking to our Devices Team now to see if the firmware can be rolled back to the previous version.

Please can you keep the router powered up and I will post back shortly.

Debbie

[DBrannan]

I've messaged you with the Serial Number (It is the number/letters next to S/N correct?) of my router.

I've also put in the MAC number as well, in case you needed that as well.

[Debbie-TalkTalk]

Hi DBrannan

I'm so sorry to hear this.

Please can you send me a Private Message with the serial number from the back of your router.

Thanks

[KeithFrench]

You are not alone, I will ask TalkTalk to get involved.