Firmware 6.14.2a4N_UNI causing ADSL drop outs?

[terry_gardener]

i tried the sky router recovery tool because it said the router needed to be recovery mode and i don't know how to put the router in recovery mode.

when i continued anyway it said failed.

[stretchy]

All the info you need can be found here.

Sky Help Forum - Evening Disconnects - Sagem Router - Sort of Fix - Help & Support from the Official Sky Forum

[terry_gardener]

i have now downgraded the router lets see what happens.

[karpof]

im still having same problems , thot it was to good to be true

[TerryC]

im still having same problems , thot it was to good to be true

Just a thought - have you checked to see if it hasn't reloaded the latest firmware again? You can't stop it doing this which is why reverting to the old firmware is just a stop gap solution.

We shouldn't have to do Sky's testing for them and it's extremely disappointing that the co-ordinators on this and the official Sky user forum clearly have no influence within the Sky organisation to progress what is clearly a widespread problem, even though they do offer sound advice in many cases. Forums are where the user community should be able turn to for support and resolutions - but not in this case unfortunately.

[Scubbie]

I do agree that it would be nice for Sky to have contacted a few owners of the Sagem 2504N and released the firmware to them on a beta basis first. This would have identified many of the issues which are being reported if the group was large enough.

As for having influence, when we know in advance there are somethings which we can air. Whether someone listens is another story.

A huge benefit of forums such as SkyUser is that provided people do not slander someone or a company, freedom of speech is the order of the day. Of course other 'niceties' are applicable as well.

Where the membership cannot provide the specific knowledge to help someone resolve the issue, we can direct people to those who are best placed to resolve things. We can advise on the best method of contacting them and suggest on what to say as well as what not to say.

In this instance there are some public posts on the Sky forum and I have also raised it within a private forum where Sky's on-line staff and several specialists can congregate and pass comments. As it is a private forum I cannot repeat the detail posted without consent. I would keep this forum up to date where I can though.

[TerryC]

Thanks Scubbie your help and feedback is appreciated.

Unfortunately some organisations are not able to proactively manage a situation when something is clearly wrong and are in fear that any open admission of difficulties would be seized upon by their competitors and technical press, e.g. "The Register" and the recent Sky capacity issues. I know from experience that in many cases rapid response to a problem and good customer communication seldom has a negative effect and can enhance a company's reputation. Sadly Sky don't seem to see it this way.

Please keep us informed!

[karpof]

ye a checked the firmware modem hasnt updated still on old firmware

[Scubbie]

The issues with Sky's backhaul have now occurred for the third year running. Previously they sorted it out and all was fine for many months across the whole network. BT's approach is to prevent everyone from attaining their highest speeds during the evenings and at the weekends. Many people complain about some areas suffering with VM. I haven't seen any comments about TalkTalk's network to know how they react.

So once Sky do know that there is a problem, they have a proven track record of getting things resolved. Of course sometimes it can take longer than we as customers would like.

As for this issue I do have a minor update:

The problem has been flagged for the necessary team to look into. I have also mentioned that members are using the recovery tool to get the older version installed and this is working as a temporary solution.

[mattan]

Been away for a few days and it's interesting to see how many posts there have been on the two forums. For those that have successfully rolled back the firmware, has it stopped the disconnections?