Cashback Error

[carrotmuseum2]

I have been with Quidco cashback site for several years and cashback payments via BACS have always been processed promptly.  Since my account has been upgraded from fibre 65 to full fibre 150 the payments are showing a fault.

Quidco asked me to try using data via a mobile rather than my home wifi.  And this worked straight away.

So is there some security setting imposed blocking these payments?

I do not use a VPN.

[KeithFrench]

I will always try to help; the only problem comes when I prove that an issue does require the customer to report it to TalkTalk.

[carrotmuseum2]

Good to hear, doing talktalk's troubleshooting for them. I find TalkTalk support less than helpful, so keep up the good work.  In fact I will got to the community rather than the awful chat system.

[KeithFrench]

Hi @carrotmuseum2 

Yes, the router will update its firmware from time to time and it should do this 100% automatically. You will not need to reboot the router for that reason. I have no idea when the next update will be. Previously, I used to get advance notice of firmware updates, but now I get them at the same time as everyone else. I perform extensive testing on each firmware update for all of the WiFi Hubs and report back to TalkTalk any bugs that I find.

[carrotmuseum2]

Yes I suspected that. It's such a small issue really and providing nothing else is blocked. The test will be at the next withdrawal and if the phone/data dodge works, that's fine. I still await Quidco's full response!

btw does the router get updated automatically from time to time and if not how often should I re-boot it?

[KeithFrench]

That will certainly make it more difficult to test, see how it goes & let me know.

[carrotmuseum2]

Ok, thanks for that. I will see what happens overnight tomorrow. It's not a simple web address. I log into my Quidco account then connect to a link named "withdraw" then it shows the accounts available, set up by me,in my case my current bank account. I select this and the amount to withdraw (in my case everything £40+) - ENTER - and the fault message appears saying there is a problem processing.

This process has worked satisfactorily with the same bank account.  I deleted that account and re-submitted the details - no change.  Bizarrely following the same process using mobile phone and data (not home wifi) it worked fine. But as I said this morning absolutely everything I do on line today works perfectly.

I'll let you know next time I have dealings with Quidco

[KeithFrench]

Hi @carrotmuseum2 

Yes, a reboot will normally force a firmware update, although it will also update overnight. V6000 is the latest firmware. Your problems were probably caused by the router being shipped with an older version of firmware, which is highly likely. The first version had lots of features missing.

Please let me know if the problem occurs & also give me the website address so that I can do some testing on a Hub 3.

[carrotmuseum2]

Here's what I see from the back of the router:-

HUB 3  - Yes it has a plastic sleeve to take off and reveals more info.

Device variant FAST 5359-1.T7

Firmware SGEK10006000 (shown when I log in to the router)

I have just had the router off, totally unplugged, overnight and now reconnected.  All running well.  The only issue which I cannot test is the reported quidco fault, a payment to me, until next time they owe me something which could be months away. I can carry out all secure financial institution payments and receipts as I could before.  Just tried 3 and all good and fast.  Also Paypal.

So maybe this should be put on hold until it happens again as I still suspect some fault at their (Quidco's) end as this the ONLY anomaly.  I have reported it to them, but they advised using mobile phone and data - and that worked!  but they promised to have their IT guys would look at it.

Does re-booting update the firmware? do TalkTalk update it occasionally in the background? If so maybe it has updated once I rebooted.

[KeithFrench]

Hi @carrotmuseum2 

To make things simpler for you, please just get me the firmware version as that will then confirm which router that you have. Please see the posts by @Gliwmaeden2 for that). There is always the chance that as you have only just got the router, this fault could be caused by an old firmware version. If that should be the case, it will automatically update itself soon. Either way I can help you.

[KeithFrench]

Hi @Billx 

Thank you, but I am very well aware of the differences between all TT routers.

When the OP comes back to me, then I can start investigating this issue.

[Gliwmaeden2]

All will become clear once the OP logs into the router to check the firmware version, @Billx, as the router type is displayed clearly along with the firmware version, as in my illustration. 

That's all the information KeithFrench needs to get started. 

[Billx]

@KeithFrench 

The Wi-Fi Hub 3 (version A ?), has an indication, that it is a Wi-fi Hub 3, and not a Wi-fi Hub 2

It is behind the Wi-Fi settings card, where there is the additional info.

Right at the top, it says TalkTalk Wi-fi Hub 3.

It looks like the TalkTalk Wi-fi Hub 3 (version B ?), labels itself as just Wi-fi Hub, rather than Wi-Fi Hub 3.

[Gliwmaeden2]

Whatever hub, @carrotmuseum2, once logged in, as in the Talktalk description and my replies, it's really not difficult to reach the SG4K version number as illustrated. All you do is scroll down the first page once logged into the router and post the number back on here for KeithFrench to try to help.

As indicated in our signatures, there is no staff support on the forum. 

[KeithFrench]

Hi @carrotmuseum2 

Two quick things: if the router is like Billx's example, then this could still be a Hub 2, but I would hope it is a Hub 3. Either way, I can test either one, but if I am testing a different router than the one you have, it is pointless.

You also asked why can't TalkTalk sort this. As I said, whilst they used to be on this forum, they are no longer. Hence, I gave you the option of contacting them directly. However, when someone asks for help here, I will always try to help.

[KeithFrench]

Hi @carrotmuseum2 

First off, I appreciate that you may not be tech savvy, but as a customer myself, I have no remote access to your router, so I need a bit of help from you by telling me which router that you have. This will allow me to set this up & test the problem for you & identify the cause.

There is no TalkTalk support on this forum anymore. You can also contact TalkTalk via the link in my signature if you require, but I can definitely investigate this issue for you, free of charge. What is the exact website that you are trying to reach?

Whilst @Billx is correct, please note that there are two different hardware versions of the Hub 3. That one is the older variant, the new one does not have the pull-up plastic panel, but just has a label across the rear of it:-

New version of hub 3

[carrotmuseum2]

Yes that's it thanks. I will look tomorrow, though I' m loathed to upload something new in case I *@#][!![]'#[@#]!* it up. I am not too tech savvy. Surely talk talk should do this sort of thing.

[carrotmuseum2]

Frankly I am not tech savyy and do not consider I should be messing with something outside my capabilties. Surely Talktalk should "repair" something which is nothing to do with me.  I pay for service so do not see why I should fix any problems under their contract

[Billx]

Hi, @carrotmuseum2 

Since you have been upgraded from fibre 65 to full fibre 150 about 6 weeks ago, TalkTalk would have sent you a WiFi Hub 3 router.

Here is a picture of the WiFi Hub 3 router,

It is a picture of the back of the router, on which most important things of the router have been placed:

1. Wi-Fi settings card
2. Reset button
3. Power button
4. Phone port
5. WAN port
6. Ethernet ports
7. Power port
8. Broadband port
9. Back stand

At 1. above, you will notice that it refers to the "Wi-Fi settings card"

This Wi-Fi settings card contains the name of your default WiFi network name and the corresponding default password.

This Wi-Fi settings card can be removed, by sliding it upwards.

If you remove this Wi-Fi settings card, there is additional info behind it.

It will show you that you can log into the router, via a browser at 192.168.1.1 ,

using username: admin and the default router password also printed there ( in very small letters).

Once you log in, you will see the sofware version at the bottom of the 1st page.

[KeithFrench]

Which router is it? Then I can tell you how to check the firmware. It is most probably a WiFi Hub 2 or 3, but it could be an eero. This should be on the label on the back or underside of the router, but if it is an eero, this will be very obvious.

When I know the answers, I should be able to do some testing to prove this issue. My guess would be that it is DNS-related, for which I can provide a workaround, but it could also be a firewall issue.

[Gliwmaeden2]

Have you tried following the above instructions? The router password (as opposed to wireless password) should be on a sticker permanently attached to the router (not the removable card).

@KeithFrench may be able to confirm its location on a Hub3. 

Once logged in you get to something like:

 Carry on scrolling down and the very bottom shows you the long number of the software version, such as: