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jswagger
Beginner
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Message 1 of 7

Home Hub 5 Broadband Connection Issues

Hi,

Our internet and wifi suddenly stopped working, it turned out the router had a yellow light on.

The BT fault finder states our broadband isn't connected but all cables have been triple checked are all plugged in. Our phone line is is working and I have done a noise test and all OK

Now our Home Hub 5 just keeps restarting on it's own.  

Any suggestions as to what might fix it?

Thanks for all your help.

 

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6 REPLIES 6
Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Home Hub 5 Broadband Connection Issues

@jswagger 

Make sure your phone line has the correct number on it, just in case you have a crossed line.

Try a factory reset of the home hub.

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

Then turn off smart setup.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

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jswagger
Beginner
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Message 3 of 7

Re: Home Hub 5 Broadband Connection Issues

Hi Keith,

Thanks for the reply.

How do you check the phone number is correct and change it ?

I'll factory reset the hub too.

 

Thanks again.

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Distinguished Sage
Distinguished Sage
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Message 4 of 7

Re: Home Hub 5 Broadband Connection Issues

If you dial 17070 it will tell you the number of your line, or alternatively, just call your mobile and see what number is displayed. If it is incorrect you will need to report the fault as a crossed line.

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jswagger
Beginner
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Message 5 of 7

Re: Home Hub 5 Broadband Connection Issues

Thanks,

I've checked the line and the number is correct.

I've also factory reset the hub and, the yellow light is still coming on, the problem is still there.

Anything else to suggest?

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 7

Re: Home Hub 5 Broadband Connection Issues

All you can do now is report the fault.

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jswagger
Beginner
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Message 7 of 7

Re: Home Hub 5 Broadband Connection Issues

Hi,

I don't know if its' a delayed reaction to what I was doing earlier or it's an intermittent fault, but, the Hub  is (currently) working fully.

I will let you know if the situation changes.

Thanks to every ones  help.

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