This topic

My BT Homehub keeps rebooting

Cronan — Wed, 27 May 2020 15:27:53 GMT

This happens multiple times a day, it's making it very hard to wfh. What fault-finding should I try?

Product: Bt Hub 6A

Firmware: SG4B1000E020

Re: My BT Homehub keeps rebooting

Anonymous — Wed, 27 May 2020 15:32:29 GMT

A bit basic I know but have you checked the power adapter is plugged in properly at both ends and the integrity of the cable

Re: My BT Homehub keeps rebooting

Cronan — Wed, 27 May 2020 15:39:30 GMT

Yes, sorry, my bad description, it flashes red and drops the connection, then everything starts working again after about 30 seconds.

This happens multiple times per day.

Re: My BT Homehub keeps rebooting

Cronan — Wed, 27 May 2020 15:53:14 GMT

I'm seeing lots of these every day in the log:

15:00:01, 27 May.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

Re: My BT Homehub keeps rebooting

Anonymous — Wed, 27 May 2020 15:56:23 GMT

Have you tried a factory reset https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/i-can-t-connect/what-do-the-lights-on-my-bt-hub-mean-

Re: My BT Homehub keeps rebooting

Cronan — Wed, 27 May 2020 16:08:19 GMT

Just did it, I hope that sorts it out

Re: My BT Homehub keeps rebooting

Cronan — Wed, 27 May 2020 21:04:04 GMT

Thanks for the suggestion

Re: My BT Homehub keeps rebooting

imjolly — Wed, 27 May 2020 21:11:02 GMT

Do you have a new master socket 5c MK4 where the front clips on and no screws. If so there are posts where it did not clip on correctly and was slightly loose which caused drops in connection

Re: My BT Homehub keeps rebooting

Cronan — Thu, 28 May 2020 07:03:55 GMT

Looking good after the factory reset, I'll grep the logs for disconnections in a bit, but today will be my acid-test - lots of meetings.

I do have a 5cMk4, it didn't seem loose, but I popped it off and on again just to be sure.

Thanks everyone.

After doing a broadband test the system wanted to book an engineer for me - is this normal practice or does it indicate something may be amiss?

Re: My BT Homehub keeps rebooting

Anonymous — Thu, 28 May 2020 07:37:46 GMT

I've had that message. I would just ignore it if everything's working OK

Re: My BT Homehub keeps rebooting

Cronan — Fri, 29 May 2020 07:41:34 GMT

Unfortunately my router spend most of last night dropping connections every 90min or so /sadness/

Re: My BT Homehub keeps rebooting

Cronan — Fri, 29 May 2020 12:28:54 GMT

And it's doing the same all day today

Re: My BT Homehub keeps rebooting

Anonymous — Fri, 29 May 2020 12:42:52 GMT

Do you have an old/another router you could try? It doesn't have to be a BT one

Re: My BT Homehub keeps rebooting

Cronan — Sat, 30 May 2020 11:47:47 GMT

Unfortunately I don’t have a spare router lying around.

Re: My BT Homehub keeps rebooting

Cronan — Sat, 30 May 2020 11:49:03 GMT

Is there anything I should look for in the logs? Any diagnostics I can try?

Re: My BT Homehub keeps rebooting

pippincp — Sat, 30 May 2020 12:45:51 GMT

I'm amazed @Anonymous hasn't suggested the most basic diagnostic test for a dropping connection.

Do a quiet line test 17070 option 2 best with corded phone.

Re: My BT Homehub keeps rebooting

Anonymous — Sat, 30 May 2020 13:06:18 GMT

@pippincpwrote:
I'm amazed @Anonymous hasn't suggested the most basic diagnostic test for a dropping connection.
Do a quiet line test 17070 option 2 best with corded phone.

Good point.

I've seen enough references to it on here so I should have thought of it. My only excuse is that I'm on FTTP with a separate copper circuit for the 'phone line, so it's not a test which applies to me when I have problems with my broadband.

That's my excuse and I'm sticking to it.

🙂

Re: My BT Homehub keeps rebooting

Cronan — Tue, 02 Jun 2020 16:10:26 GMT

So, engineer attended, and he thinks it's a problem with the HomeHub. He is going to recommend that it be replaced, but he suggested I contact BT too.

I can't work out from the BT website how to contact anyone to chase this up - clearly phoning is not an option. Any suggestions?

Re: My BT Homehub keeps rebooting

pippincp — Tue, 02 Jun 2020 18:39:51 GMT

Phoning in is the only option.

Re: My BT Homehub keeps rebooting

Cronan — Wed, 03 Jun 2020 06:18:09 GMT

Awesome.