This topic

Hub disconnects

Carlusha — Thu, 21 Dec 2023 12:34:36 GMT

Our HomeHub 2 has been dropping connection quite a lot these last few days. I forced a restart from MyBT which seemed to work until we encountered another restart.
I wonder if any of you experts can see anything untoward in the event log?
Thanks

Re: Hub disconnects

FIZZYLP — Fri, 22 Dec 2023 00:41:06 GMT

Hello,

multiple reasons why to external fault to an internal bridge tap fault, also could be over subscribing so in peak times it drops out.

anything at home changed from your package to the devices using it?

When the router drops this a network drop which will be displayed by an orange light if it is then this would need to be investigated.

also is the speed consistent all throughout the day?

Hopefully some of this helped in anyway?

Re: Hub disconnects

Carlusha — Fri, 22 Dec 2023 14:20:37 GMT

Thanks for the reply. The last disconnect was last night at 10:13pm and was back around 10:15pm. I was surprised to see how large the event log was around these few minutes. Unfortunately, this portion of the log means little to me and would appreciate any advice if anyone can see a specific reason.

Thanks

Re: Hub disconnects

Keith_Beddoe — Fri, 22 Dec 2023 14:32:28 GMT

It just indicates a loss of incoming broadband signal. It could be a bad connection, or a lot of electrical interference. Older gas boilers tend to cause a lot of interference if the boiler thermostat is worn out. This normally causes interference about every 20 seconds.

It may be worth checking the connections on your master socket, especially if its a 5c type.

Re: Hub disconnects

Carlusha — Fri, 22 Dec 2023 17:55:25 GMT

Thanks @Keith_Beddoe

Connection dropped yet again just minutes ago. This was again accompanied by a frenzy of activity in the Event Log. Plugs checked again - all seem OK.
We're located in a block of flats, 66 apartments, all on FTTC but with a huge assortment of ISPs. I'll ask on the building forum whether anyone has had any disconnects.

Re: Hub disconnects

Keith_Beddoe — Fri, 22 Dec 2023 20:32:30 GMT

Is your master socket located in the apartment?

Normally there will be an internal DP (Distribution Point) somewhere within the building complex which should normally be locked, but Openreach can normally get access from whoever owns the building.

From that DP, there would be a cable to each apartment, terminating in a master socket.

What does your master phone socket look like?

Re: Hub disconnects

Carlusha — Sun, 24 Dec 2023 12:25:55 GMT

@Keith_Beddoe Thanks for the reply.

No other residents have reported any real problems bar one lady who posted on our B Group. "At flat 42 we have had some intermittent problems" without elaborating as to what these might be.

Our master phone socket is a 5C that replaced the previous socket some 3 years ago.

Connections have been stable so far today.

I shall continue monitoring.

Seasons Greetings to all that read this thread!

Re: Hub disconnects

Keith_Beddoe — Sun, 24 Dec 2023 12:33:47 GMT

@Carlusha

That master socket is known to give problems, and maybe the cause of the disconnections.

You need to connect things up as shown below, and see if you still get disconnections. Leave it like that for a few days.

Re: Hub disconnects

Carlusha — Sun, 24 Dec 2023 12:45:00 GMT

Cheers @Keith_Beddoe

I will try this for sure. It will have to be late this evening when the Boss is sleeping as she is forever watching streams from her Ukraine!

Re: Hub disconnects

Keith_Beddoe — Sun, 24 Dec 2023 12:53:45 GMT

The issue with the 5C is caused by poor contact between the front and back sections. Even the slightest bit of vibration caused by people walking past the socket, can cause the connection to fail. The two parts are only held together by clips, unlike earlier sockets that were screwed together.

Any slight mis-alignment can mean there is nothing to guarantee a good contact.

By using the test socket, it eliminates one possible cause of disconnects.

Re: Hub disconnects

Keith_Beddoe — Thu, 28 Dec 2023 14:09:38 GMT

@Carlusha

Has using the test socket stopped the disconnections?

Re: Hub disconnects

Carlusha — Fri, 29 Dec 2023 03:57:50 GMT

Indeed it has! Thanks @Keith_Beddoe. Since the socket is well out of harm's way, behind a cupboard in the hallway, I'll leave the test socket connected until next year!

Re: Hub disconnects

Keith_Beddoe — Fri, 29 Dec 2023 06:12:15 GMT

Excellent 🙂