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ScotFour
Contributor
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Message 1 of 9

BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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As part of my neighbour’s BT upgrade to a non-Infinity product, their HomeHub had to be renewed as their 1.5 had several problems. For unexplained reasons, BT failed to deliver a promised HomeHub V3 and substituted a V2 instead.

 

Initially things went well; line speed increased to a level just below that promised and the unit was running virtually with the out-of-box configuration and only the SSID name, the admin and wifi passwords modified.

 

However several wifi sessions with different laptops and other kit began to perform badly, ranging from total dropout to abysmally low connection speeds on wifi connected kit that could only be resolved by power cycling the HomeHub. None of the blue lights indicated any sign of problems.

 

Initial off-shore contact with BT resulted in the wifi Channel selection being modified from automatic to being fixed at Channel 1. Over the next few days this change made no improvement to the number of drop-outs.

 

I was asked to look at the issue. InSSIDer showed that setting the channel selector back to automatic meant that the HomeHub reverted to correctly using Channel 7 where there was least contention from other routers. However this brought no improvement.

 

I switched the blue lights to “blinking mode” and began to examine the box more closely. Several speed checks were conducted with an Ethernet connected PC and the performance levels were fairly consistent at the just-below estimated performance throughout.

 

The following issues were observed (in no particular order of severity); the wifi reliability was extremely poor; when b, g and n options were selected the broadcast speed was displayed as only 1 (one) Mbps; intermittently the ethernet connected device would drop-out and would not re-connect; when it did reconnect it would display a connection speed of 8.2 Mbps (as opposed to the standard 100.0 Mbps); the Firmware revision seemed to be “one behind” at 8.1.H.J and NOT 8.1.H.U.

 

Most of these issues would fix (for a while) after power cycling the HomeHub but would return quickly. Wifi transmit speed could be amended by selecting g&b only but would return to 1Mbps when b, g and n options were re-selected.

 

Started a help call with an articulate and very savvy Indian lady who quickly established that this box type would “fix” with the application of a workaround that required the Channel selection to be set to non-automatic at Channel 11. She selected 11 as I had informed her of the earlier manual settings failure. With a large measure of scepticism I agreed to re-start the box.

 

The workaround worked and ALL the issues were resolved– she promised and made a follow up call within 30 minutes and the box was still behaving.

 

In conversation we established several relevant facts: BT knows about the issue; If Channel 11 had not worked she would have tried Channel 9 (Channel 1 was also on her list but that had been tried unsuccessfully in another session); the next Firmware upgrade would NOT address the issue and the Ver 8.1.H.U upgrade had been abandoned for this box.

 

I like workarounds as short-term fixes as long as it does not require repetitive re-applications and in the understanding that a permanent fix will imminently be to hand. The permanent fix it would seem is not on BT’s horizon.

 

This HomeHub is brand-new out-of-the-box but does NOT operate as specified and whilst in workaround mode, works with limited functionality.

 

Can a BT response be provided as to why this sub-standard kit is being issued and is it the case that BT has no plans to remedy the faults ?

+++###+++
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Distinguished Sage
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Message 2 of 9

Re: BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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Hi this is a customer to customer self help forum the only BT presence here are the Forum Moderators
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ScotFour
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Message 3 of 9

Re: BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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john46

 

Thank you John.

 

I am aware of the BT moderated presence and am also aware that this presence often results in matters being fowarded to proper channels within BT's fractured (and sometimes fractious) structure.

 

I did a forum search beforehand on this subject matter and did not find any reference to this workaround being applicable to the range of issues experienced by my neighbour.

 

I hope forum users benefit from the information.

 

I politely repeat the call for this request to be picked up by BT and for BT to answer the questions posed.

 

Warmest regards

+++###+++
If you feel the problem is solved, please don't forget to come back and confrm the fix or post any other solution. It helps those who really need it to judge whether it works or not.
Also, mark the thread solved
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Distinguished Sage
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Message 4 of 9

Re: BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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hi again

to save you time waiting i suggest that it may be easier to contact them direct this is a link to them

http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours
ScotFour
Contributor
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Message 5 of 9

Re: BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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Thank you once more john46.

 

I may use the provided link to bring the matter directly to BT's attention.

 

I hope you are right and that it may expedite a response.

 

Regards

+++###+++
If you feel the problem is solved, please don't forget to come back and confrm the fix or post any other solution. It helps those who really need it to judge whether it works or not.
Also, mark the thread solved
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Distinguished Sage
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Message 6 of 9

Re: BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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Hi As I said in my previous post they will reply to you personally by either email or phone normally within 72 hours they are a small UK based team of specialists each mail is dealt with personally and in turn of receipt
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Spikeyfrog
Newbie
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Message 7 of 9

Re: BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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Thank-you - thank-you - for posting this fix !!
Couldnt understand why my wifi just stopped working - thought it was the FON I'd recently enabled. Very bad show BT - this is a "managed" gateway - which cant be relied on.
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ScotFour
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Message 8 of 9

Re: BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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Just a quick close-out note on this one.

 

The HH2 with the workaround settings applied, effectively settled the line and speed was increased by 50% after a five day training period from just under 8Mbps to just over 12 Mbps.  This represented in excess of 3Mbps on the speed estimated by BT.

 

Despite the HH2 having to be reset on the sixth day, recurring over two cycles of 5-6 days (previously it could require re-setting 2-3 times per day), there was no degradation on the line speed.

 

This position with the higher line speed was maintained until BT agreed to replace the HH2 with the originally promised HH3 (thanks to Moderator Dean on here for arranging that) and with the install of the HH3, the need to reset the box at all has been eliminated.

 

Furthermore, the workaround has been applied successfully to a second installation with an HH2 that was displaying similar symptoms. 

 

After application of the workaround, the line speed increased from 15.9Mbps  to 21.3 Mbps after a three day training period and remains consistently at that level even though the HH2 also needs to be reset every 4-5 days. The user there has elected to purchase a dual band modem router and will not be pressing BT for any further action.

 

So in conclusion - it is one-up for the smart lady in India who first recommended the workaround and thanks must also go to Dean for the information provided that explained the HH2 problem and how the DHCP allocation issue lead to the HH2's going into an inoperative state.

 

Despite my own scepticism when this workaround was originally proposed and the expressed criticism from several members here on the board, it is evidently clear that in appropriate circumstances where speed problems and so-called "locked profile" issues exist where an HH2 is present, this workaround is both valid and applicable.

 

I will mark this thread as resolved.

+++###+++
If you feel the problem is solved, please don't forget to come back and confrm the fix or post any other solution. It helps those who really need it to judge whether it works or not.
Also, mark the thread solved
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ChristopherPovey
Aspiring Expert
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Message 9 of 9

Re: BT Failure and Sanctioned Workaround for HomeHub V 2.0 A

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Wow! Thanks for this!  I have a HH2A and it randomly just locks out all the items attached to it both wireless and wired.  Odd thing was my phone would see the hub/Openzone/FON but it would never connect to it.  Only solution is to pull the plug.

 

I applied the manual channel of 11 fix and I have noticed something right away.  My phone is currently sitting 30cm away from the hub.  When the channel is Automatic the phone registers -65 to -70 dBm signal.  After fixing it to channel 11 I now get -30 to -33 dBm!

 

I need to see if it stays up now though, as there is another HH2 on channel 11 right on the limit of my phones detection at -90dBm.

 

Thanks

Chris.
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