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Aspiring Contributor
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Message 1 of 12

BT Home Hub 5 Losing Internet Connection every few hours

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Since Sunday afternoon, my BT Home Hub 5 (Infinity 1) has been losing the Internet on a regular basis.

 

BT don't report any Broadband problems in my area and the BT Technical help can't find anything wrong with the line or the Broadband.

 

The following is the top of the Home Hub Help Desk report (System):

 

16:14:57, 20 Jul.(12895.610000) PTM over DSL is up
16:14:23, 20 Jul.(12861.770000) PTM over DSL is down after 5 minutes uptime
16:14:23, 20 Jul.(12861.760000) PPPoE is down after 4 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
16:14:18, 20 Jul.(12856.480000) PPP LCP Send Termination Request [User request]
16:09:39, 20 Jul.(12577.390000) WAN operating mode is VDSL
16:09:39, 20 Jul.(12577.390000) Last WAN operating mode was VDSL
16:09:37, 20 Jul.(12575.790000) PPP IPCP Receive Configuration ACK
16:09:37, 20 Jul.(12575.770000) PPP IPCP Send Configuration Request
16:09:37, 20 Jul.(12575.770000) PPP IPCP Receive Configuration NAK
16:09:37, 20 Jul.(12575.770000) PPP IPCP Send Configuration ACK
16:09:37, 20 Jul.(12575.770000) PPP IPCP Receive Configuration Request
16:09:37, 20 Jul.(12575.750000) PPP IPCP Send Configuration Request
16:09:36, 20 Jul.(12574.370000) PPPoE is up -​ Down Rate=23882000Kbps, Up Rate=5288000Kbps; SNR Margin Down=9.8dB, Up=6.0dB
16:09:36, 20 Jul.(12574.360000) CHAP authentication successful
16:09:36, 20 Jul.(12574.260000) CHAP Receive Challenge
16:09:36, 20 Jul.(12574.250000) Starting CHAP authentication with peer
16:09:36, 20 Jul.(12574.250000) PPP LCP Receive Configuration ACK
16:09:36, 20 Jul.(12574.240000) PPP LCP Send Configuration Request
16:09:36, 20 Jul.(12574.240000) PPP LCP Receive Configuration Reject
16:09:36, 20 Jul.(12574.230000) PPP LCP Send Configuration ACK
16:09:36, 20 Jul.(12574.230000) PPP LCP Receive Configuration Request
16:09:36, 20 Jul.(12574.230000) PPP LCP Send Configuration Request
16:08:46, 20 Jul.(12524.070000) PTM over DSL is up
16:08:13, 20 Jul.(12490.860000) PTM over DSL is down after 6 minutes uptime
16:08:13, 20 Jul.(12490.840000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]

 

Once the connection is down it takes some time to come up again.

 

I've tried resetting rebooting the hub and have switched EVERYTHING off and back on in an orderly fashion but with no real lasting0 effect.

 

Any ideas?

 

David

 

PS It just went again. I had time to copy everything above. This is intolerable!

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Distinguished Sage
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Message 2 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

 

  are you using the test socket with a new filter to eliminate your setup and internal wiring as causing a problem

 

can you enter your phone number and post results  remember to delete number wholesale FTTC check

 

 

 

try quiet line test   dial 17070 option 2  should be quiet and best with corded phone



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Message 3 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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Thanks. Hope these are as requested.

 

Help Desk 1-12

 

1. Product name:BT Home Hub
2. Serial number:+068343+NQ55018264
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 12/01/16
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 01:25:44
6. Data rate:5348 / 23882
7. Maximum data rate:6523 / 34561
8. Noise margin:6.2 / 10.8
9. Line attenuation:30.2 / 28.2
10. Signal attenuation:30.2 / 25.7
11. Data sent/received:2.7 MB / 4.0 MB
12. Broadband username:bthomehub@btbroadband.com

 

 

FTTC Check Results

 

Telephone Number 0151xxxxxxx on Exchange HESWALL is served by Cabinet 10

 

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

Other Offerings

     

Availability Date

   

VDSL Range A (Clean)37.327.47.55.8--Available----
VDSL Range B (Impacted)28.312.472.7--Available----
WBC ADSL 2+Up to 11--6.5 to 15Available----
WBC ADSL 2+ Annex MUp to 11Up to 16.5 to 15Available----
ADSL MaxUp to 6--5 to 8Available----
WBC Fixed Rate2 ----Available----
Fixed Rate2 ----Available----
VDSL Multicast------Available----
ADSL Multicast------Available----

 

 

 

The quiet line test was very quiet! Sorry - is that what I should have heard?  Nothing!

 

Thanks again. Hub seems to have been behaving for a bit now.

 

PS. Sorry but the Post button removes HTML formatting in the ADSL Checker headings above

 

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Message 4 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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The quiet line test should be exactly as name suggests apart from the announcement 

 

All the drops/resets of your connection have resulted in increased noise margin to 10.8db and lower connection speed. Normal noise margin is about 6db

 

What about using test socket with new Filter?



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Message 5 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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Sorry about the "quiet test". My attempt at humour! I felt in need of some.

 

Another apology - about my ignorance. You will need to explain "What about using test socket with new Filter?"

 

If you're referring to ADSL filters, my BT Broadband is Infinity 1 and I don't have any in use. If required for testing, I do have some though.

 

There may be a poor response to any further advice as I'm out for most of tomorrow.

 

Many thanks for your help.

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Message 6 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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test socket shown here. test socket.jpg

 

 

If SSFP then test socket shown by black arrow

 

test-socket-thumb.jpg

 

Just post ort back when you can always someone around



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Message 7 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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I'm sorry to be a pain, but where networking is concerned I'm a dummy. I will need this spelling out for me.

 

First: My Openreach box has two sockets one above the other. The top one is an RJ45 socket (I believe) whilst the bottom one is the standard telephone connection socket.

 

Second: My Home Hub 5 is connected directly from its Broadband DSL socket to the top RJ45 socket. A digital telephone is connected to the bottom socket.

 

Do you want me to unscrew the bottom half and connect the Hub to this internal socket via an ADSL filter?

 

I might add that the broadband connection has been lost at least twice since I got home at around 4:30pm. I'm just hoping that it stays up long enough for me to complete this.

 

Many thanks for your help.

 

PS A BT Technical lady was supposed to telephone me this evening between 5 pm and 7 pm - no show!

 

 

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Message 8 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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If you check my previous post your socket is the one in second pic and the test socket is shown by black arrow

 

you need to get to that connection and then plug in a filter then connect hub to the filter and see if that stabilises your conection. Need to leave it there for a few days unless dropouts continue as before



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Message 9 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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@IDontByte wrote:

I'm sorry to be a pain, but where networking is concerned I'm a dummy. I will need this spelling out for me.

 

First: My Openreach box has two sockets one above the other. The top one is an RJ45 socket (I believe) RJ11, slightly smaller than RJ45 whilst the bottom one is the standard telephone connection socket.

 

Second: My Home Hub 5 is connected directly from its Broadband DSL socket to the top RJ45 socket. A digital telephone is connected to the bottom socket.

 

Do you want me to unscrew the bottom half and connect the Hub to this internal socket via an ADSL filter?

 

Yes, as that will eliminate your internal wiring.

 

I might add that the broadband connection has been lost at least twice since I got home at around 4:30pm. I'm just hoping that it stays up long enough for me to complete this.

 

Many thanks for your help.

 

PS A BT Technical lady was supposed to telephone me this evening between 5 pm and 7 pm - no show!

 

 


 

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Message 10 of 12

Re: BT Home Hub 5 Losing Internet Connection every few hours

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The broadband connection packed up completely on Friday afternoon, so I had to telephone for technical help again. BT Openreach engineer came this morning (great service) and replaced the wall boxes and the wire from the wall box to the Hub. What was wrong I'll never know but everything appears to be working normally again.

 

Many thanks for all your help.

 

PS. The BT Technical Help lady did 'phone back. Called my mobile which I never hear! Sorry for maligning her.

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