How can I update my router firmware?

[#1]

Hi,

I've recently been gaining packet loss (started happening around August/Sep time) and I've been wondering if it's something to do with the router firmware?

Here's some information about my router:

HardWare Version: F@ST2704N V1.0 

Software Version: 7.275.11_F2704N_Plusnet

DSL PHY and Driver Version: A2pG039f2.d25b

Not quite sure what to do. Any help?

[#2]

Hi @Drewe,

I'm sorry to hear that you're experiencing problems with your connection. 7.275.11 is the latest firmware version for our Hub Zero, so it'll be something else that's causing this issue.

I've tested your line and the test is showing that you're currently out of sync but hasn't picked up on the cause of this issue:

Status Check

xDSL Status Check
Circuit ID:	CBUKXXXXXXXX	Service ID:	BBEUXXXXXXXX
Telephone NO.:	NA	Test Executed On:	13-10-2018 12:40:13

xDSL Status Test Summary
Sync Status:		Circuit Not In Sync
General Information
NTE Status:		NTE Power Status:	Unknown	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	0.0	0.0
SNR Margin:	0.0	0.0
Errored Seconds:	0	0
HEC Errors:	0
Cell Count:	0	10
Speed:	0	0

Maximum Stable Rate (KBPS):	15904	Fault Threshold Rate (KBPS):	12723
Mean Time Between Retrains (Seconds):	14923	Mean Time Between Errors Upstream (Seconds):	1047
Indicative Line Quality:	A	Mean Time Between Errors Downstream (Seconds):	122
Custom Thresholds
MTBR_RED:	MTBE_RED:
MTBR_GREEN:	MTBE_GREEN:

and your connection log is showing frequent drops:

Please can you run through our troubleshooting guides here and let us know how you get on. If the troubleshooting checks don't resolve the issue, please report it here and let us know when you've completed it.

[#3]

Thanks for replying EmilyD,

Sorry, I turned off the router while I was out for the day. I've just gotten back, read through the guides ect+ and the packet loss issue still occurs. My ping is fine, it's just frequent packet loss issues.

Thanks

[#4]

Hi @Drewe, thanks for confirming.

I've retested the line today and it looks like there are a high number of errors on the line, but again the test isn't detecting what could be causing this.

If you aren't already, can you connect the router to the test socket (and leave it connected here for the time being), once done if you are still having issues report it here and let us know once you have done so and we will pick this up for you.