This topic

Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 13:07:35 GMT

I have a BT Home Hub 5, and I am frequently losing Internet access..

How can I get a replacement from BT?

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 13:47:51 GMT

@xxdiddiexx

Are you sure its the home hub 5 causing the issue, and not a problem with your phone line?

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 14:08:33 GMT

How would I know that?

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 14:13:37 GMT

@xxdiddiexx wrote:

How would I know that?

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Do the lights on the home hub 5 change colour when you get disconnected?

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 14:55:37 GMT

OK. So no noise on the quiet lune test

And yes the router cycles between orange, green, blue. When it stays on orange I unplug it, reset it and sometimes it returns to normal and sometimes it doesn't.

It is getting annoying now. I WFH and missed an important call this morning because it went down 5 mins before the call.

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 15:02:04 GMT

@xxdiddiexx wrote:

OK. So no noise on the quiet lune test

And yes the router cycles between orange, green, blue. When it stays on orange I unplug it, reset it and sometimes it returns to normal and sometimes it doesn't.

It is getting annoying now. I WFH and missed an important call this morning because it went down 5 mins before the call.

What does your master phone socket look like, as you may be getting disconnections?

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 15:35:02 GMT

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 15:47:52 GMT

@xxdiddiexx wrote:

That does not look like your master socket, its looks more like an extension socket. The problem is that you need to be able to locate the master Openreach socket, which would look like one of the ones in my picture. I also cannot see your phone plugged into the microfilter, so where is the phone plugged in?

Behind the master socket would be the test socket where you would need to plug in the microfilter instead. If you still get disconnections at the test socket, then that would indicate an external fault.

As it is, the problem may be between the master socket and the extensions.

As for a check of the home hub, have you tried a full factory reset of the home hub, just in case the internal configuration is corrupted?

http://bt.custhelp.com/app/answers/detail/a_id/11386/%7E/how-do-i-reset-my-bt-hub-to-its-factory-settings%3FV

It would be unusual for a home hub to give problems as you describe, as the usually just fail to work. Most problems are caused by bad connections or issues with the line.

If you have done all of the checks, and are still sure its the home hub that is faulty, then provided you are still in a contract, you can ask BT to send another home hub. All replacements are now just loaned, and need to be returned if you leave BT.

If you are not in a contract, and do not want to renew it, then you can obtain a suitable third party router locally, for about £35.

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 15:52:50 GMT

Youre right. There has another socket but it is behind a cupboard...

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 16:03:05 GMT

@xxdiddiexx wrote:

Youre right. There has another socket but it is behind a cupboard...

It may be a bit bit tricky, but that socket would normally have a removable front section where the extension wires would connect. That front section plugs into the test socket at the back, and its quite common for the two parts to make a bad connection which affects the broadband.

Also, the latest socket, number 7 on my picture, has a clip on front, and that is known to give problems.

Its important to check at the test socket, because if it is a bad connection, then changing the home hub would not help. Also, if you request a visit, and Openreach prove the fault to your own wiring, you would be charged £85.

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 16:04:30 GMT

Really sorry about this, but because the socket is behind a cupboard, I cannot see the front.

Do these photos give any clues?

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 16:10:40 GMT

Thank you for all your help. I will try the reset as suggested in your post.

FTR I signed a new 12 month contract with BT last month. I did mention at the time the drops, and was told it was prob due to work in the area 🤷🏼‍♀️

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 16:08:32 GMT

Not really, as its not possible to see the front. If its the one at the top, it looks like its coming apart.

Where does your phone plug in?

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 16:09:59 GMT

Phone is plugged into the extension socket. The first photo i put up 🙂

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 16:11:04 GMT

@xxdiddiexx wrote:

Thank you for all your help. I will try the reset as suggested in your post.

FTR I signed a new 13 month contract with BT last month. I did mention at the time the drops, and was told it was prob due to work in the area 🤷🏼‍♀️

Well, you can always ask for a replacement home hub, I think you just pay the postage, but do not be surprised if it does not fix the problem.

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 16:13:02 GMT

😔 OK. Thanks..

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 16:14:00 GMT

@xxdiddiexx wrote:

Phone is plugged into the extension socket. The first photo i put up 🙂

So where is the home hub plugged into, as it should be plugged into that microfilter?

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 16:25:26 GMT

The main box behind the cupboard and NOT in a filter.

Re: Replacement Hub/Router

Keith_Beddoe — Tue, 19 Jan 2021 16:36:11 GMT

@xxdiddiexx wrote:

The main box behind the cupboard and NOT in a filter.

Then you must have a master socket with two separate sockets, one of which would be a smaller RJ11 socket which the home hub plugs into.

That would be 5,6 or 7 on my picture.

I would treat all of those as suspect, as they all suffer from bad connections, especially number 7.

I cannot see any alternative but to check the connections at that socket. You are going to have to get access to it anyway, if you have to plug a new home hub in.

Re: Replacement Hub/Router

xxdiddiexx — Tue, 19 Jan 2021 23:17:59 GMT

Thank you for all your help. It's very much appreciated 😊