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Snowy
Aspiring Contributor
1,241 Views
Message 1 of 17

BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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Hi,

 

Like so many others the firmware upgrade has taken my HomeHub down.  Drops connection regularly on Ethernet, done all the standard stuff, reset, restart, etc.  What next BT, hub swap out?, v frustrating, sigh.......

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IceZaroth
Aspiring Expert
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Message 2 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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What ever you do meantime until someone higher up gets back to you DO NOT hard reset the router again as your wiping valuable logs that could show what might be causing your issue.

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Snowy
Aspiring Contributor
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Message 3 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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Thanks for the advice @IceZaroth.  Anyone know how to fix it?

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IceZaroth
Aspiring Expert
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Message 4 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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They have already collected in multiple hubs with the fault and the investigation team is working the problem, once they find a solution and there will be one they will release and fix the issue until that time its a waiting game

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DavidCo
Expert
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Message 5 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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Some of these Hubs seem to be 'brick like' so how will a firmware update get through?

 

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JohnC2
Moderator
Moderator
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Message 6 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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Hi @Snowy  Sorry your connection is dropping. Most of the cases we've looked at so far have not been Hub related but the problem is caused by network issues.

 

Can you try a quiet line test by dialling 17070 from your BT Landline? If using a corded phone then the test should be quiet if you're using a cordless phone then you may hear a low hum.

 

cheers

John

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Snowy
Aspiring Contributor
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Message 7 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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Hi I've tried the test, no problems with it at all on the test. I don't mind what it is, but timing wise it started at exactly same time as the firmware update. Spotted this through connections dropping, but also Netflix and Spotify started buffering very frequently whereas previously they hadn't buffered at all. Do let me know what next.
Snowy
Aspiring Contributor
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Message 8 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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See above @JohnC2 thanks.
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JohnC2
Moderator
Moderator
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Message 9 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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Hi @Snowy Thanks for checking that. I appreciate you just want to get whatever is causing the drops fixed. 

 

Would you check how your connection is when connected to the test socket.

 

Cheers

John 

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Snowy
Aspiring Contributor
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Message 10 of 17

Re: BT HomeHub 5A Firmware upgrade resulting in multiple connection drops

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Hi @JohnC2,

 

The faceplate is an Openreach Mk2 so has two sockets on it.  I took the full faceplates off and plugged my homehub directly into the test socket with a micro filter but couldn't get it work at all, flashing red b on the hub.  I've pieced it all back together and at the moment it seems stable.  Wonder if there was a loose connection or dust somewhere?  Anyway, I'll see how it goes, strange that the test socket didn't seem to work for me, maybe I was doing something wrong.

 

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