5G home broadband network problems (Sagemcom 5866T)

[Mark14]

Help!

My 5G home broadband network has been fine until a week ago when I noticed some serious functionality problems.

1. Gmail and some other google services on Android will not work on WiFi
2. I cannot click on links from some websites on Android Chrome or the Samsung Android browser, e.g. links on smh.com.au simply time out
3. Trying to set up Google Nest Hub Gen 2 via my Android Google Home app, I cannot get it to connect properly. It says connected to the Network but it says “cannot connect”
4. It doesn’t matter what Android device I use (I have tablets and phones).
5. Importantly, the links and Gmail work fine if I either switch off WiFi on the Android device (so it uses 4g instead) or if I keep the WiFi on and use a VPN. This tells me there’s nothing wrong with the Gmail app or the browser apps, or the websites, or my accounts. It must be the handling in the modem/router?

What I tried to do:

1. I restarted the modem, no change
2. I factory reset the modem using a paperclip, no change
3. I turned off all WiFi devices in the house (many) and factory reset the modem, no change

Usually, a factory reset will fix all problems. I am tearing my hair out (I have very little hair) because I can’t see how to fix this problem.

My best guess is the firmware has become corrupted and the DNS handling isn’t working properly. Or some other routing handling in the modem/router.

I’d really like to reinstall the firmware or anything else you suggest! Please can you send me a link for my modem and I’ll try that? The current situation is no good for me.

Thank you,

Mark

[Mark14]

Another example is the Android podcasting app, Pocketcasts. When I am connected to WiFi on my phone and attempt a refresh, nothing new comes in. But when I turn off WiFi, it picks up new episodes via 4G.

Something is not connecting properly under WiFi. Once I switch to 4G it's fine.

Thanks!

[Anonymous]

Hi Mark,

Let us help understand what causing this browsing issues with the 5G home broadband service. Could you shoot us a PM with your details so we can proceed with initial investigation and fix this.

How to send a PM? 

Regards,

Help!

My 5G home broadband network has been fine until a week ago when I noticed some serious functionality problems.

1. Gmail and some other google services on Android will not work on WiFi
2. I cannot click on links from some websites on Android Chrome or the Samsung Android browser, e.g. links on smh.com.au simply time out
3. Trying to set up Google Nest Hub Gen 2 via my Android Google Home app, I cannot get it to connect properly. It says connected to the Network but it says “cannot connect”
4. It doesn’t matter what Android device I use (I have tablets and phones).
5. Importantly, the links and Gmail work fine if I either switch off WiFi on the Android device (so it uses 4g instead) or if I keep the WiFi on and use a VPN. This tells me there’s nothing wrong with the Gmail app or the browser apps, or the websites, or my accounts. It must be the handling in the modem/router?

What I tried to do:

1. I restarted the modem, no change
2. I factory reset the modem using a paperclip, no change
3. I turned off all WiFi devices in the house (many) and factory reset the modem, no change

Usually, a factory reset will fix all problems. I am tearing my hair out (I have very little hair) because I can’t see how to fix this problem.

My best guess is the firmware has become corrupted and the DNS handling isn’t working properly. Or some other routing handling in the modem/router.

I’d really like to reinstall the firmware or anything else you suggest! Please can you send me a link for my modem and I’ll try that? The current situation is no good for me.

Thank you,

Mark

[888Mikey]

Exactly what is happening to mine. I think this is why tpg now send out Nokia modem instead...

[GingeMan]

Same isssue is descibed on this thread Unusable mobile apps on 5G Home boardband - TPG Community.

I was unable to get in touch with TPG support but buying a new router worked for us.

Our Sagemcom hasnt worked since day one.

[888Mikey]

And the issue is back again after doing a live trace a couple of months ago which fixed it but now it is back... TPG just need to send out new Nokia modems to peolle as the Sagemcom clearly has issues...

[kate_]

Hey @888Mikey, let's check out what's happening with your 5G Home Broadband connection.

If you can send me a PM, we'll get to the bottom of what's going on.

[888Mikey]

I already am escalated to level 2 support which this will be my 2nd time going through this. TPG know there is an issue with the DNS for these modems hence why you guys now use Nokia ones...

[kate_]

We'd be happy to follow up on your case and get you an update. If you send a PM, we'll take a look and confirm what's causing this.