Firmware update request

[dansoper]

Hi,

I have a EchoLife DG8041W Home Gateway router. We occasionally lose connection, and having looked into the logs, I see:

1981-01-01 00:00:10 [Error][Alarm-Log] AlarmID:104001,AlarmLevel:Error,Device reset. Cause: System reset due to kernel panic, Terminal:OTHER

My software version is v1.05t, and, looking at other posts (like this one: https://community.talktalk.co.uk/t5/Broadband/EchoLife-DG8041W/td-p/2931612) I believe this might be fixed with a firmware update. Is this something that I can arrange through here?

Thanks,

Dan

[Philile-TT]

I have checked your account, and I can see that you have full fibre connection, please contact the full fibre team using the contact details below.

Contact Number: 03451720074  

Opening Hours: 

Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed.

[dansoper]

Thank you. I should have been clearer: I’m home right now but leaving for work quite soon! (10 mins).

[Philile-TT]

Thank you for confirming that, please bear with me.  

[dansoper]

Yes.

[Philile-TT]

I will have to conduct a diagnostics test, are you currently at home where the TalkTalk services are installed? 

[dansoper]

Hi Phili,

Thanks. No, I didn’t contact customer service over the weekend, so I’d be grateful for whatever help you can give.

Dan

[Philile-TT]

Hi there @dansoper did you contact the customer services team over the weekend, or you still need assistance with this? 

[ferguson]

As the kernel panic issue can longer be fixed because your router is no longer supported, then I do hope that TalkTalk will see fit to provide a replacement without charge. You could try your luck with customer services directly over the weekend, otherwise wait until the support team here pick this up when they are back online on Monday. 

[dansoper]

Thanks, @Gliwmaeden2.

It's definitely not functioning correctly; the router has restarted twice this evening. It's a shame that they're not providing this firmware upgrade: if it could fix the issue, it's not helping the environment to merely replace it!

[Gliwmaeden2]

It's no longer being updated through Talktalk support, @dansoper.

Try for a replacement router, if it's not functioning properly  - so a Sagemcom. 

If it's functioning fine, you need to wait till you're less than 4 months from the end of your contract,  and renew, to get it replaced  - or pay £80.