This topic

Hub resetting

Mark69 — Thu, 21 Jan 2021 12:02:07 GMT

Hi some assistance please i went to use my BB it reset twice in 5 minutes which is odd so went and had a look on help desk and trouble shooter my hub has reset 41 times since 12.30am some kind if record ha. Git an engineer booked for tomorrow but it says for slow speeds no mention of all the resets and i wonder if a mod could pass on that information to the engineer?

Re: Hub resetting

imjolly — Thu, 21 Jan 2021 12:05:34 GMT

do you have a dial tone on your landline phone? if so dial 17070 option 2 should be silent and best with corded phone

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 12:11:19 GMT

I don't have a phone plunged in as i haven't used my landline in years. The bt diagnosis bot found a fault of slow connection so i guess thats good news as he should do all the tests and find the issue. Its just odd that the speed goes up and down everytime

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 12:15:03 GMT

Re: Hub resetting

imjolly — Thu, 21 Jan 2021 12:15:28 GMT

the most basic check for broadband problems is first to check for dial tone then to check for line noise both of which have serious affect on your broadband connection speed and stability

hopefully the problem is not is your home connections/internal wiring otherwise you may be charged

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 12:17:46 GMT

That's after i reset it it looks normal to me apart from being 20mbs slower than when i signed up but thats a different BT issue.

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 12:19:39 GMT

It shouldn't be my wiring as its been the same way for the 2 years ive had fibre now and its never reset that many times

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 12:20:45 GMT

Oops not solved just scrolling on my phone haha

Re: Hub resetting

Keith_Beddoe — Thu, 21 Jan 2021 12:38:04 GMT

@Mark69 wrote:
I don't have a phone plunged in as i haven't used my landline in years. The bt diagnosis bot found a fault of slow connection so i guess thats good news as he should do all the tests and find the issue. Its just odd that the speed goes up and down everytime

Without checking for noise on your landline, there is nothing else you can do. A noisy landline is the cause of nearly all broadband issues, and cannot be detected by the normal BT line test.

The solution is to get hold of a cheap (less than £10) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call) and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 12:44:47 GMT

Will the engineer test that tomorrow? It says he will start outside but if he can't find a fault out there he will come in and test the master socket?

Noob question but why does noise happen if nothings changed here with wiring?

Re: Hub resetting

Keith_Beddoe — Thu, 21 Jan 2021 12:49:03 GMT

@Mark69 wrote:
Will the engineer test that tomorrow? It says he will start outside but if he can't find a fault out there he will come in and test the master socket?

Noob question but why does noise happen if nothings changed here with wiring?

Its usually a fault on the external network, like corroded joints or water ingress.

This will normally show up on a landline phone.

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 12:55:13 GMT

Its reset again so basically no chance to use it today
I need a phone then its a bit late now but it will be useful after. Someone said to use the landline every few weeks to clear the line or some such term is that true?

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 13:10:34 GMT

Should i turn it off as it just keeps restarting up 30s off again then on 30 seconds etc

Re: Hub resetting

NeilO — Thu, 21 Jan 2021 14:38:45 GMT

Hi @Mark69 I'm sorry to see you're having problems with your broadband disconnecting and noise on the line and I'm sure the engineer will get that sorted for you. It would do no harm to disconnect the Hub today but I'd recommend having it on for the appointment slot tomorrow to allow the engineer to see if it's connected or not. Using the phone every few weeks can help as it sends a current down the line which can clear oxidation off the copper.

Thanks

Neil

Re: Hub resetting

Mark69 — Thu, 21 Jan 2021 15:34:22 GMT

I will let you know tomorrow if they solve it if not we will go from there though they should fix Ive ordered a phone so that will help in future and to the clear line thing. Thanks

Re: Hub resetting

Mark69 — Fri, 22 Jan 2021 14:03:55 GMT

Openreach came did some tests found two faults and fixed one but had to wait for a hoist as the phone line is low hanging he was supposed to be here at 12 but its 2 now and still nothing? Ive got to go to work in and hour and a half i booked the early slot for that reason. Now im getting stressed that they won't fix it today, the speeds are still slow and drops still happening so they haven't fixed it yet. 😑

Re: Hub resetting

Reddragon2211 — Sat, 23 Jan 2021 20:01:45 GMT

I have had the same issue really annoying playing games.

Re: Hub resetting

Mark69 — Wed, 27 Jan 2021 12:17:28 GMT

So an update the engineer came on the 21st fixed three faults got the speed up but its still resetting everyday and twice last night, i thought it might be because he reset the line so its doing that 10 day 'training the line' thing?

Re: Hub resetting

Mark69 — Thu, 28 Jan 2021 15:15:23 GMT

Engineer booked for today and he's a no show.

Re: Hub resetting

Keith_Beddoe — Thu, 28 Jan 2021 15:24:26 GMT

@Mark69 wrote:

Engineer booked for today and he's a no show.

They usually just do a check of the terminations in the cabinet and DP.

They would not come inside anyway, during the current pandemic.