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Message 1 of 4

BT Infinity is disconnected, sign-in required

Afternoon all,


First time posting so I'll try and explain as best I can.


Signed up to BT Infinity at home on the strength of how good it has been at work (flawless for 3 years and only needed 2 router restarts during that time). Initially for the first couple of weeks it was brilliant and a vast improvement on my previous broadband.


About 7 days ago, my devices started dropping their wi-fi connections and giving the message that BT xxx-xxx had been disconnected and sign in was required. Initially I thought nothing of it and simply reconnected as the problem occured. I assumed it was possibly either some fault of the device or possibly as a result of me disabling the smart connect wizard on the router. 


Yesterday when the problem occured I logged into the Homehub 5 and it was clearly showing the the fault is the line dropping out, connection time was less than 2 minutes. I restarted the hub several times but think that the fault exists on the line itself. Have run the online fault checker / diagnostics and got the helpful "Sorry somethign went wrong" message.


Anyone else had this or similar? I want to try every fix possible before calling the helpline...


Thank you for reading.

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Distinguished Sage
Distinguished Sage
Message 2 of 4

Re: BT Infinity is disconnected, sign-in required

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




can you run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection  btspeedtester


are you using the test socket with a new filter?


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 4

Re: BT Infinity is disconnected, sign-in required

Thank you for those tips. 


The results from the FTTC check -


Telephone Number xxxxxxxxxx on Exchange BOLSOVER is served by Cabinet 1



FTTC Range A (Clean)22.816.35.23.2--Available
FTTC Range B (Impacted)
WBC ADSL 2+Up to 5--3 to 7.5Available
WBC ADSL 2+ Annex MUp to 5Up to 13 to 7.5Available
ADSL MaxUp to 4--2.5 to 7Available
WBC Fixed Rate2----Available
Fixed Rate2----Available
Other Offerings
FTTP on Demand33030--Available
Fibre Multicast------Available
Copper Multicast------Available


The other tests I will perform when I get home. Thanks again for the swift response! 🙂

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Message 4 of 4

Re: BT Infinity is disconnected, sign-in required

I can confirm that I am using a new filter also.

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