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Aspiring Contributor
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Message 1 of 10

BT HomeHub4 - frequent drops and reboots

Hi all,

BT sent us a new HomeHub 4 (to replace a dodgy HH2). Installed on 15th Aug and have experienced persistent frequent drop outs of the broadband connection ever since.

Is this normal for HH4 / part of settling in period or do I have a faulty HH?

The WAN section of the HH Log shows the following which corresponds to the broadband connection dropping:

08:25:51, 18 Aug. ( 106.220000) WAN operating mode is DSL
08:25:51, 18 Aug. ( 106.220000) Last WAN operating mode was DSL
08:25:51, 18 Aug. ( 106.170000) PPPoA is up - VPI: 0, VCI:38
08:25:50, 18 Aug. ( 105.600000) PPP IPCP Receive Configuration ACK
08:25:50, 18 Aug. ( 105.570000) PPP IPCP Send Configuration Request
08:25:50, 18 Aug. ( 105.570000) PPP IPCP Receive Configuration NAK
08:25:50, 18 Aug. ( 105.550000) PPP IPCP Send Configuration ACK
08:25:50, 18 Aug. ( 105.550000) PPP IPCP Receive Configuration Request
08:25:50, 18 Aug. ( 105.550000) PPP IPCP Send Configuration Request
08:25:50, 18 Aug. ( 105.550000) CHAP authentication successful
08:25:50, 18 Aug. ( 105.480000) CHAP Receive Challenge
08:25:50, 18 Aug. ( 105.480000) Starting CHAP authentication with peer
08:25:50, 18 Aug. ( 105.480000) PPP LCP Receive Configuration ACK
08:25:50, 18 Aug. ( 105.450000) PPP LCP Send Configuration Request
08:25:50, 18 Aug. ( 105.450000) PPP LCP Receive Configuration Reject
08:25:50, 18 Aug. ( 105.450000) PPP LCP Send Configuration ACK
08:25:50, 18 Aug. ( 105.450000) PPP LCP Receive Configuration Request
08:25:50, 18 Aug. ( 105.280000) PPP LCP Send Configuration Request
08:25:48, 18 Aug. ( 103.260000) ETHoA is up - VPI: 0, VCI:35
08:25:48, 18 Aug. ( 103.260000) DSL is up
08:25:47, 18 Aug. ( 102.270000) DSL noise margin: 5.90 dB upstream, 3.00 dB downstream
08:25:46, 18 Aug. ( 101.340000) DSL line rate: 1044 Kbps upstream, 8632 Kbps downstream

The BOOT section of the HH log shows frequent reboots:

Time and date Message
10:30:56, 18 Aug. ( 14.960000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
09:26:59, 18 Aug. ( 14.790000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
09:01:28, 18 Aug. ( 14.640000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.650000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.690000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
08:54:31, 18 Aug. ( 14.840000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
08:24:19, 18 Aug. ( 14.680000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
08:21:36, 18 Aug. ( 14.670000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
08:19:02, 18 Aug. ( 14.760000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:34:17, 18 Aug. ( 14.650000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:31:40, 18 Aug. ( 14.590000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.660000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:25:22, 18 Aug. ( 14.630000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:21:58, 18 Aug. ( 14.590000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.680000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.610000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.680000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:10:36, 18 Aug. ( 14.610000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.630000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 15.050000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
21:10:02, 17 Aug. ( 14.570000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.580000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.720000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
20:49:57, 17 Aug. ( 14.580000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.700000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
20:17:44, 17 Aug. ( 14.840000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
19:16:52, 17 Aug. ( 14.680000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
19:03:13, 17 Aug. ( 14.620000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
19:00:16, 17 Aug. ( 14.700000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
18:31:51, 17 Aug. ( 14.610000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
18:28:59, 17 Aug. ( 14.590000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
18:26:22, 17 Aug. ( 14.540000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.590000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.570000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.610000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
18:16:04, 17 Aug. ( 14.580000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.880000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
14:33:13, 17 Aug. ( 14.630000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
14:06:04, 17 Aug. ( 14.590000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
13:12:41, 17 Aug. ( 14.490000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.540000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
13:07:56, 17 Aug. ( 14.620000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
12:54:58, 17 Aug. ( 14.680000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:22:47, 17 Aug. ( 14.500000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.530000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 15.000000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
21:44:14, 16 Aug. ( 14.560000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
21:40:59, 16 Aug. ( 14.580000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
21:25:16, 16 Aug. ( 14.820000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
18:14:12, 16 Aug. ( 14.730000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
16:58:05, 16 Aug. ( 14.740000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
14:45:56, 16 Aug. ( 14.590000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
14:31:25, 16 Aug. ( 14.560000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
14:28:15, 16 Aug. ( 14.680000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
14:18:56, 16 Aug. ( 14.630000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
13:49:40, 16 Aug. ( 14.610000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
13:25:33, 16 Aug. ( 14.710000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
11:27:23, 16 Aug. ( 14.550000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
11:10:47, 16 Aug. ( 14.450000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.560000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:59:21, 16 Aug. ( 14.490000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:55:42, 16 Aug. ( 14.480000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:52:03, 16 Aug. ( 14.440000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.470000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:47:26, 16 Aug. ( 14.500000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:43:25, 16 Aug. ( 14.630000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:29:58, 16 Aug. ( 14.590000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:21:50, 16 Aug. ( 14.510000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
10:00:13, 16 Aug. ( 14.460000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
09:57:39, 16 Aug. ( 14.560000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
08:45:41, 16 Aug. ( 14.390000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.480000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.410000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.590000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:46:26, 16 Aug. ( 14.480000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:38:54, 16 Aug. ( 14.320000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.340000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.360000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:31:56, 16 Aug. ( 14.380000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
07:04:57, 16 Aug. ( 14.290000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:14, 01 Jan. ( 14.430000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
06:09:01, 16 Aug. ( 14.600000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
20:12:28, 15 Aug. ( 14.270000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)
00:00:13, 01 Jan. ( 14.170000) Booting firmware 4.7.5.1.83.8.130.1.5.1.1 (Type A)


Thx for any pointers.

Tags (3)
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9 REPLIES 9
Highlighted
Distinguished Sage
955 Views
Message 2 of 10

Re: BT HomeHub4 - frequent drops and reboots

Try a factory reset it looks like a firmware corruption
Highlighted
Aspiring Contributor
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Message 3 of 10

Re: BT HomeHub4 - frequent drops and reboots


@john46 wrote:
Try a factory reset it looks like a firmware corruption



Thx. Will try that.

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Aspiring Contributor
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Message 4 of 10

Re: BT HomeHub4 - frequent drops and reboots


@john46 wrote:
Try a factory reset it looks like a firmware corruption

24 hours later - that looks to have done it. thanks for the tip.

 

BT: suggest adding that into your scripts for the poor support folk.

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Distinguished Sage
885 Views
Message 5 of 10

Re: BT HomeHub4 - frequent drops and reboots

Pleased it worked for you. It's just using basic knowledge many problems are solved by a restart not just hubs. Pc's as well
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Aspiring Contributor
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Message 6 of 10

Re: BT HomeHub4 - frequent drops and reboots


@john46 wrote:
Pleased it worked for you. It's just using basic knowledge many problems are solved by a restart not just hubs. Pc's as well

For clarity/others it was the *reset* to factory defaults that you suggested that appears to have fixed it, not a restart. 

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Distinguished Sage
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Message 7 of 10

Re: BT HomeHub4 - frequent drops and reboots

yes correct a reset not restart " curse predictive text "
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Aspiring Contributor
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Message 8 of 10

Re: BT HomeHub4 - frequent drops and reboots


@Explorer106 wrote:

@john46 wrote:
Try a factory reset it looks like a firmware corruption

24 hours later - that looks to have done it. thanks for the tip.

 

BT: suggest adding that into your scripts for the poor support folk.


 

Spoke too soon. 24hrs later it's back to dropping DSL and rebooting. 8 reboots since 0300 this morning and counting.

 

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Distinguished Sage
Distinguished Sage
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Message 9 of 10

Re: BT HomeHub4 - frequent drops and reboots

then I would phone CS and complain and ask for replacement hub 
08001114567
 

 



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Distinguished Sage
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Message 10 of 10

Re: BT HomeHub4 - frequent drops and reboots

fully agree that one is faulty
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