This topic

BT Smarthub 2 reboots once a day?

Dreadnaught — Sun, 19 Dec 2021 18:54:45 GMT

Hi All,

I recently had a BT line installed (the 17th Dec) as we were originally with Virgin and were suffering consistent constant packet loss. After about a year of 2 and froing with Virgin I gave up and got a FFTC line with BT as I work from home and the constant packet loss was unacceptable. Happy to report that so far I've had no packet loss issues with BT. However there is one weird thing happening.

So far every day once a day at random times the Smart hub appears to reboot itself? so far it's done it at around

20:40
01:00
18:35

I am running a ping as part of my proof for Virgin that the issue is them and in the ping I see it goes from replying fine to general failure for about 25-45 seconds then comes back and is fine after that? Unfortunately the router is in another room to me so I can't see the lights but it's like it reboots itself. Does anyone know why this is or has had this on there own one?

Re: BT Smarthub 2 reboots once a day?

imjolly — Sun, 19 Dec 2021 19:33:27 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router enter 192.168.1.254 in your browser then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: BT Smarthub 2 reboots once a day?

Dreadnaught — Sun, 19 Dec 2021 19:36:44 GMT

Hi, thought that might be the case. I don't think my Phone line has moved to being "managed" by BT yet as it was originally Virgin so I take it I'm best waiting until that's done?

Re: BT Smarthub 2 reboots once a day?

imjolly — Sun, 19 Dec 2021 19:42:48 GMT

If your Internet is working then you must have a phone line otherwise you would not have broadband

Try quiet line and see what number is repeated

If you are porting your phone number was it originally issued by virgin or BT or another ISP

Re: BT Smarthub 2 reboots once a day?

garybs29 — Sun, 19 Dec 2021 20:21:18 GMT

@imjolly they may not have a voice service, you can get bb only now

Re: BT Smarthub 2 reboots once a day?

imjolly — Sun, 19 Dec 2021 20:24:50 GMT

@garybs29 wrote:

@imjolly they may not have a voice service, you can get bb only now

JUST from the OP comment about BT managing his phone line suggested a phone connection

Re: BT Smarthub 2 reboots once a day?

Dreadnaught — Mon, 27 Dec 2021 23:02:46 GMT

Hi Sorry,

I have no idea about the line, I think the phone line is BT but I don't have a corded phone. Anyway the rebooting went away for 3 days or so but today it has happened 8 or 9 times throughout. I've found it in the log

It's been the same message each time, I've swapped the cable to the router the port it was plugged into on the router and restarted the router but it's doing the same thing.

I've raised a fault with BT to see what they say

Re: BT Smarthub 2 reboots once a day?

PaddyB — Tue, 28 Dec 2021 10:18:56 GMT

Hi @Dreadnaught,

Welcome to the Community. I'm sorry if you're having problems with your connection. Please can you post the connection stats as suggested by @imjolly?

Is the Ethernet connected directly to the Hub or are you using Powerline Adaptors?

Thanks,

Paddy

Re: BT Smarthub 2 reboots once a day?

Dreadnaught — Tue, 28 Dec 2021 13:45:20 GMT

Hi,

No worries. I was connected directly to the hub, but I connected an old TP-Link switch last night as I read it could be due too something called Ethernet link pulse timing errors. So it's now hub, into switch into My PC. I can't see any way to attach the log.

What is it you want to see?

Re: BT Smarthub 2 reboots once a day?

PaddyB — Tue, 28 Dec 2021 15:09:37 GMT

Hi @Dreadnaught,

Please could you post your connection stats? If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and typing 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager. Click ‘Advanced Settings’ and then ‘Technical log’.

Thanks,

Paddy

Re: BT Smarthub 2 reboots once a day?

Dreadnaught — Tue, 28 Dec 2021 15:16:27 GMT

Hi Paddy,

Sorry I meant did you want the log in a better format 🙂 but anyway so far it's been ok today so here's yesterday as an example

ARP [add] br0(eth0) 192.168.1.147 04:d4:c4:55:a8:ca

23:13:10, 27 Dec.

A device connected to Ethernet port 1

23:13:10, 27 Dec.

Wire Lan Port 1 up, Speed 1000 Mbps

23:13:03, 27 Dec.

DHCP device Disconnected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

23:13:03, 27 Dec.

A device disconnected from Ethernet port 2

23:13:03, 27 Dec.

Wire Lan Port 2 down, Speed 10 Mbps

23:13:02, 27 Dec.

LAN [DEL] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0

23:12:15, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

23:12:15, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

23:12:15, 27 Dec.

DHCP device Connected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

23:12:14, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

23:12:14, 27 Dec.

LAN [ADD] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0(eth1)

23:12:14, 27 Dec.

Receive a DHCP request

23:12:14, 27 Dec.

ARP [add] br0(eth1) 192.168.1.147 04:d4:c4:55:a8:ca

23:10:59, 27 Dec.

ARP [add] br0(wl0) 192.168.1.202 f8:0f:f9:63:1f:14

23:10:22, 27 Dec.

A device connected to Ethernet port 2

23:10:22, 27 Dec.

Wire Lan Port 2 up, Speed 1000 Mbps

23:07:37, 27 Dec.

ARP [del] br0 192.168.1.147 04:d4:c4:55:a8:ca

23:07:26, 27 Dec.

DHCP device Disconnected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

23:07:25, 27 Dec.

A device disconnected from Ethernet port 2

23:07:25, 27 Dec.

Wire Lan Port 2 down, Speed 10 Mbps

23:07:25, 27 Dec.

LAN [DEL] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0

23:03:03, 27 Dec.

DHCP device Connected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

23:03:02, 27 Dec.

LAN [ADD] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0(eth1)

A device connected to Ethernet port 2

23:03:00, 27 Dec.

Wire Lan Port 2 up, Speed 100 Mbps

23:03:00, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

23:03:00, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

23:02:59, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

23:02:59, 27 Dec.

DHCP device Disconnected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

23:02:59, 27 Dec.

A device disconnected from Ethernet port 2

23:02:59, 27 Dec.

Wire Lan Port 2 down, Speed 10 Mbps

23:02:58, 27 Dec.

LAN [DEL] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0

23:00:32, 27 Dec.

admin login success from 192.168.1.147

22:59:40, 27 Dec.

admin timeout from 192.168.1.147

22:50:28, 27 Dec.

admin login success from 192.168.1.147

22:49:15, 27 Dec.

admin timeout from 192.168.1.147

22:48:58, 27 Dec.

DHCP device Connected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

22:48:58, 27 Dec.

LAN [ADD] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0(eth1)

22:48:58, 27 Dec.

Receive a DHCP request

22:48:56, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

22:48:56, 27 Dec.

A device connected to Ethernet port 2

22:48:56, 27 Dec.

Wire Lan Port 2 up, Speed 100 Mbps

22:48:56, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

22:48:56, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

22:48:53, 27 Dec.

DHCP device Disconnected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

22:48:53, 27 Dec.

A device disconnected from Ethernet port 2

22:48:53, 27 Dec.

Wire Lan Port 2 down, Speed 10 Mbps

DHCP device Connected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

22:44:35, 27 Dec.

LAN [ADD] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0(eth1)

22:44:35, 27 Dec.

ARP [add] br0(eth1) 192.168.1.147 04:d4:c4:55:a8:ca

22:44:34, 27 Dec.

Receive a DHCP request

22:44:33, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

22:44:32, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

22:44:32, 27 Dec.

A device connected to Ethernet port 2

22:44:32, 27 Dec.

Wire Lan Port 2 up, Speed 100 Mbps

22:44:30, 27 Dec.

ARP [del] br0 192.168.1.147 04:d4:c4:55:a8:ca

22:44:30, 27 Dec.

DHCP device Disconnected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

22:44:29, 27 Dec.

A device disconnected from Ethernet port 2

22:44:29, 27 Dec.

Wire Lan Port 2 down, Speed 10 Mbps

22:44:29, 27 Dec.

LAN [DEL] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0

22:42:00, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

22:41:59, 27 Dec.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

22:38:20, 27 Dec.

admin login success from 192.168.1.147

22:37:38, 27 Dec.

admin timeout from 192.168.1.147

22:26:54, 27 Dec.

admin login success from 192.168.1.147

22:26:24, 27 Dec.

admin timeout from 192.168.1.147

22:25:46, 27 Dec.

DHCP device Connected: 192.168.1.147, 04:d4:c4:55:a8:ca, KIERAN-NZXT

22:25:45, 27 Dec.

LAN [ADD] ARP 192.168.1.147 with 04:d4:c4:55:a8:ca from br0(eth1)

22:25:45, 27 Dec.

Receive a DHCP request

22:25:44, 27 Dec.

A device connected to Ethernet port 2

22:25:44, 27 Dec.

Wire Lan Port 2 up, Speed 1000 Mbps

Re: BT Smarthub 2 reboots once a day?

JackRussell1964 — Wed, 29 Dec 2021 09:47:04 GMT

Hi Dreadnaught,

Having read through the thread I am struggling to work out what the issue is and what connection you have.

Is it a line fault, the smarthub itself rebooting or something between smarthub and your devices?

In order to progress you need to log in to your smarthub >advanced settings >technical log (enter password) then advise what all the information is on the first tab, then go to the next tab events and advise what all that is which will be pages. You can export both to CSV files and attach them here. (I think) That will give sufficient information to see what’s going on.

Perhaps the issues have resolved in the meantime?

Re: BT Smarthub 2 reboots once a day?

Dreadnaught — Wed, 29 Dec 2021 11:08:30 GMT

Hi,

The issue was that once a day the hub looked like it was rebooting, but after I looked through the technical log I found it was my computer disconnecting from the hubs port as below (for no reason)

The day I made this thread it did it 9 times during the day, so all I was originally asking was if anyone had seen this before. In any case, as previously mentioned I've put a switch in between the hub and my PC which apparently may fix it. It's not a line fault.

Thanks

Re: BT Smarthub 2 reboots once a day?

Keith_Beddoe — Wed, 29 Dec 2021 12:28:59 GMT

@Dreadnaught

That is a very common issue, the home hub hardware is not negotiating the correct link speed and duplex mode because its just cheap hardware and subject to manufacturing tolerances.

Do a search for "Duplex Mismatch" and you will get the explanation.

Your Ethernet switch will be more tolerant of link pulse timing errors, and will make allowances.

Re: BT Smarthub 2 reboots once a day?

Dreadnaught — Wed, 29 Dec 2021 13:06:58 GMT

Thanks Keith, thats what I saw when I googled it as well touch wood I've not had any problems since I connected my TP link so hopefully that's solved it. I'll monitor it for a few days 🙂

Re: BT Smarthub 2 reboots once a day?

Dreadnaught — Sun, 09 Jan 2022 23:36:47 GMT

Just to update and close the thread I've not seen anymore issues since I put the switch in so looks like it was down to the errors/mismatches mentioned by others online and in the thread.