BT HomeHub3 Router disconnecting and reconnecting randomly

[Noel457]

Hello,

I have been having this problem randomly over the past 9 moths along with calling BT customer support for some answers. The only solution they have found is to send out a replacement router which is a temporary solution as the problem comes back after a few months.

The problem is fairly random which is why I am helpless to find out what the problem is and I am reluctant to get an engineer round as he could come on a day where there will be no problems at all.

The problem that I am having is that the router will disconnect and will reconnect after a few minutes, with a few failed attempts inbetween. I have discovered that it sometimes will go down when there is an incomming call or there is an outgoing call on our home line but this does not always turn the broadband off. Also, when it is a bad day and the broadband will turn off everytime someone uses the phone, I can hear crackling down the phone line. We have replaced ASDL filters as we thought this might be the problem but it was not. The broadband might also go off when there is sometimes 8 devices connected to the router at one given point, some connected directly and some wirelessly. I believe my son's PS4 might be disconnecting the broadband as when the router disconnects, the PS4 is always on and connected to the internet (directly by ethernet). I know that my son has set up port forwarding on his PS4 along with DMZ to allow him to have an open NAT. When the broadband does go down, the broadband light on the router will mostly blink red and orange.

I do not know what information might be useful to you so I will add the event log from the troubleshooting page on the homehub page. This is when the broadband light has gone off to when the connection is back up:

19:55:35, 29 Oct.	( 5749.430000) PPP LCP Send Configuration Request
19:55:32, 29 Oct.	( 5746.430000) PPP LCP Send Configuration Request
19:55:29, 29 Oct.	( 5743.430000) PPP LCP Send Configuration Request
19:55:26, 29 Oct.	( 5740.430000) PPP LCP Send Configuration Request
19:55:24, 29 Oct.	( 5738.320000) ETHoA is up - VPI: 0, VCI:35
19:55:24, 29 Oct.	( 5738.320000) DSL is up
19:55:21, 29 Oct.	( 5735.810000) DSL noise margin: 6.00 dB upstream, 3.10 dB downstream
19:55:21, 29 Oct.	( 5735.250000) DSL line rate: 1232 Kbps upstream, 22581 Kbps downstream
19:54:30, 29 Oct.	( 5684.250000) DSL is down after 0 minutes uptime
19:54:30, 29 Oct.	( 5684.250000) ETHoA is down after 0 minutes uptime
19:54:28, 29 Oct.	( 5682.410000) PPP LCP Send Termination Request [User request]
19:54:04, 29 Oct.	( 5658.710000) CHAP Receive Challenge
19:54:04, 29 Oct.	( 5658.710000) Starting CHAP authentication with peer
19:54:04, 29 Oct.	( 5658.710000) PPP LCP Receive Configuration ACK
19:54:04, 29 Oct.	( 5658.680000) PPP LCP Send Configuration Request
19:54:04, 29 Oct.	( 5658.680000) PPP LCP Receive Configuration Reject
19:54:04, 29 Oct.	( 5658.680000) PPP LCP Send Configuration ACK
19:54:04, 29 Oct.	( 5658.680000) PPP LCP Receive Configuration Request
19:54:04, 29 Oct.	( 5658.410000) PPP LCP Send Configuration Request
19:54:01, 29 Oct.	( 5655.410000) PPP LCP Send Configuration Request
19:53:58, 29 Oct.	( 5652.410000) PPP LCP Send Configuration Request
19:53:55, 29 Oct.	( 5649.410000) PPP LCP Send Configuration Request
19:53:53, 29 Oct.	( 5647.170000) Admin login successful by 192.168.1.71 on HTTP

Also I will include the majority of the help desk section:

1. Product name:	BT Home Hub
2. Serial number:	+058720+1233002405
3. Firmware version:	Software version 4.7.5.1.83.8.94.1.11 (Type A) Last updated Unknown
4. Board version:	BT Home Hub 3.0A
5. ADSL uptime:	0 days, 00:37:32
6. Bandwidth:	1232 / 22581
7. Data sent/received:	0.0 / 0.1
8. Broadband username:	bthomehub@btbroadband.com
9. BT FON:	Yes
10. Wireless network/SSID:	BTHub3-P556
11. Wireless connections:	Enabled, (802.11 b/g/n (Recommended)) 20 MHz, WPS enabled
12. Wireless security:	WPA and WPA2
13. Wireless channel:	Automatic / 6
14. Firewall:	Default

I would appreciated a helpful response as the customer service line have tried but failed to sort this problem out

Many thanks

Noel.

[imjolly]

Are you using the test socket with a new filter?

try quiet line test. Dial 17070 option 2 should be quiet and best with corded phone. Use test socket with filter

[Noel457]

The test socket is not currently connected to anything so I do not fully understand what you mean. I have dialled the quiet line on a corded phone and the line was silent which was surprising as only an hour or so ago, I could hear crackling down the line 

[Keith_Beddoe]

Have you read this?

http://bt.custhelp.com/app/answers/detail/a_id/635/~/why-do-i-need-adsl-filters-%28microfilters%29-a...

[Noel457]

I understand the need for filters. I dont have anything plugged into the test socket but I do have a socket that leads to the other side of the house which is where the router and telephone is plugged into. These are connected with a filter.

[imjolly]

The reason you should connect to the test is to eliminate all your internal wiring and sockets from causing your problem. This will help when/if you need to get engineer visit. If the problem is with your setup or internal wiring then you will end up being charged £129.99 for the callout. Whereas if problem is outside your home then you should not be charged

[Noel457]

imjolly are you implying that I should connect my router and a telephone with a filter to the test socket and see if the problem still persists there? If there is no problem, I'm assuming that there will be a problem with our internal wiring.

[imjolly]

Yes. At the same time check by phoning your number and see if router drops connection 

[Noel457]

Ok, I will try that now. Chances are I will have to leave the router there for sometime as the internet drops randomly. I will try to keep updates as to what is happening.

Thanks for your help so far.

[Noel457]

I set up the router and a corded phone connected with a filter into the test socket and waited for the router to be set up. After everything went blue, I phoned the house phone and the broadband light turned from blue to flashing orange just like what it does normally! What does this mean if it shows that there is no fault with the internal wiring?