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How do I get a newer HG659

Taz Level 1c
Level 1c

Hi. In regards to teh modem ignoring the setting to auto-reboot every 3 days. I have been in touch with TPLInk technical support. This was a very fruitless and frustrating exercise which achieved nothing other than to verify the settings were all correct and it didn't work. Rather than fix the issue, this is their final response:

 

"For you case, it's suggested to contact TPG to help you upgrade the firmware version.

Archer VR1600v is a special product produced for TPG, so only TPG can help you to upgrade the firmware. If they tell you that they cannot help you that, please just ask their supervisor/manager."

 

So how do I go about getting the firmware fixed in the Archer modem so the auto-reboot function works?

thank you

Moderator

Hi @Taz,
 

We'll have this check and see if there is an alternative for this.
 

We'll get back to you once we got the information.

 

Cheers!

Moderator

@Taz as of this point we do not have any new firmware version to fix this. We will take this into consideration for future upgrades.

Taz Level 1c
Level 1c

@Joseph_D @Shane @

 

Hello. I have spoken with TP link and they have confirmed they know about this bug of the modem ignoring the auto-reboot function and that there is indeed newer firmware that fixes this.

 

I feedback the problem to my manager, I've learned that this problem is a known problem. And we have fixed the problem in the latest firmware version.

But Archer VR1600v is a special product produced for TPG, so only TPG can help you to upgrade the firmware. I suggest you can connect the TGP to help you. And as far as I know, the latest firmware version number starts with 18xxxx. If they tell you that they cannot help you that, please just ask their supervisor/manager.

 

Can you please chase this up so I can get the firmware which fixes this problem.

Thank you

Moderator

Hi @Taz,

 

We have passed this on to our technicians,

no ETA yet if there will be a new firmware.

 

Let us know should you require further assistance.

 

Cheers!

 

 

Level 1c
Hi, I am also a long time customer. The VOIP quality on my HG658 is terrible and the modem registering the VoIP number every five minutes. Could you please also arrange an modem upgrade for me, thanks.
Moderator

Hi ljzeng369

 

Welcome to the Community! 

 

We're sorry to learn that you're experiencing issues with the connection. We're here to help! 

 

I've managed to run remote tests on our end and there appears no evident line fault that can affect the service. We will need to check first for any underlying issues before we proceed with the upgrade if it is deemed necessary. 

 

I'll have our Technical Team to contact you and assist you on this. Kindly send us with your best contact number and your most convenient time to receive a call via private message so I can organise a call back for you. 

 

 

Thanks! 

Moderator

Got your PM,  ljzeng369

 

I understand that one of our Technical support specialist has contacted you and a modem/router has been arranged to be shipped. You will receive further updates from their team either via phone call or SMS. 

 

Should you have further queries, please don't hesitate to let us know. 

 

Cheers!