Slow connection at times - Revert Router Firmware Update request

[marksc]

Hi,

I've noticed recently that my internet connection to my work laptop ( vpn connection ) has slowed down. My wife is also having issues at home with connecting to her work laptop ( vpn connection as well) and at times we have been forced to tether to our mobiles. These issues have only started happening recently and i'm wondering if my router has recently received a firmware update?

I'm pretty sure it has and if this is the case can you revert the firmware to the previous version. Currently my router is on version SG4K100136.

Thanks

[Debbie-TalkTalk]

Hi marksc

We can try one more factory reset? My only worry is we break the router if the update keeps failing.

[marksc]

Is it an issue at your end with the update. Could one of you're colleagues try to update the firmware? 

[Debbie-TalkTalk]

Hi marksc

We can usually just update/change the firmware on the router but I'm having issues updating your firmware. It is stopping me completing all the steps I need to take to put you on a different firmware version.

Apologies for this.

[marksc]

I can try the other router but surely its possible to change the firmware especially when it has successfully been updated. 

[Debbie-TalkTalk]

Hi marksc

Thanks for confirming this. The firmware updates are still failing.

Would it be ok to test with the router I have sent when it arrives please?

[marksc]

Hi Debbie - router light is a solid white 

[Debbie-TalkTalk]

Hi marksc

I'm still having the same issue with the firmware, apologies for this.

What light is now showing on the router?

[Debbie-TalkTalk]

Hi marksc

Great thank you. I'm trying again with the firmware, please can you leave the router switched on now.

Debbie

[marksc]

Hi Debbie and - that's been done 

[Debbie-TalkTalk]

Hi marksc

Could you try a pin hole reset for me for ten seconds please?

[marksc]

Hi Debbie 

I had turned off the light on the hub and when I try to log on to router it's not recognising my credentials so maybe it's been reset? 

[Debbie-TalkTalk]

Hi marksc

Can I just check, what light is showing on the router at the moment?

[marksc]

Hi Debbie 

Can you try again. I know firmware updates have been successful for others. I'd like to continue using the hub router as prior to firmware update things were fine. 

[Debbie-TalkTalk]

Hi marksc

I'm really sorry, the firmware update has failed and I can't connect to your router.

I have sent out a new router, this is a different make and model and will work ok with VPN.

You should receive this within the next 24-48hrs.

Thanks

[Debbie-TalkTalk]

Hi marksc

No problem 🙂

Debbie

[marksc]

Thanks Debbie

[Debbie-TalkTalk]

Hi marksc

Yes no problem 🙂

I will start the the update at 12 today and post back to confirm once this has been completed.

Debbie

[marksc]

Hi Debbie, 

If you could make the change to the router between 12pm and 1PM that would be great. 

[Debbie-TalkTalk]

Hi marksc

Apologies for this.

I will need to make a change to your router firmware, when would be the best time to do this?

We advise to leave the router switched on without being rebooted whilst we update the firmware, this should take no longer than 15 minutes to update.

Thanks

Debbie

[Skynet_TX]

Hi @marksc,

SG4K100136 is the newest firmware, that has only been rolled out fairly recently, the support team here will be able to help more tomorrow.