BT hub keeps turning red for a few seconds

[jwmellon]

I am having problems with my BT hub turning red for a few seconds and the turning back blue. It is only for a matter of seconds but enough to be thrown out of teams or a zoom meeting.  BT say my hub has been up and running for over 18 days and not dropped the internet. An engineer has been out and found no problem outside but refused to come in! I have a log that I think shows the router dropping the signal. I have another engineer coming out tomorrow so any help would be great.

This shows all events that have taken place on your BT Smart Hub since the last time it was reset.Categories:Page 91 of 227Time and dateMessageSelected:All

11:59:46, 10 Feb.

PPP CHAP Receive success : authentication successful

11:59:46, 10 Feb.PPP CHAP Receive Challenge

11:59:45, 10 Feb.PPP: LCP up

11:59:45, 10 Feb.PPP LCP Receive Configuration ACK

11:59:45, 10 Feb.PPP LCP Send Configuration ACK

11:59:45, 10 Feb.PPP LCP Receive Configuration Request

11:59:45, 10 Feb.PPP LCP Send Configuration Request

11:59:45, 10 Feb.PPP: Received PADS

11:59:45, 10 Feb.PPP: Sending PADR

11:59:45, 10 Feb.PPP: Received PADO

11:59:45, 10 Feb.PPP: Sending PADI

11:59:40, 10 Feb.PPP: Starting PPP daemon

11:59:39, 10 Feb.WAN Auto-sensing detected port DSL WAN

11:59:19, 10 Feb.SIP WAN DOWN

11:59:15, 10 Feb.SIP WAN DOWN

11:59:15, 10 Feb.WAN Sensing Auto sensing Complete, interface selected

11:59:15, 10 Feb.WAN Sensing Auto sensing Running

11:59:13, 10 Feb.WAN Sensing Auto sensing Complete, interface selected

11:59:13, 10 Feb.WAN Sensing Auto sensing Running

11:59:13, 10 Feb.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

11:59:12, 10 Feb.PPP: Stopped PPP daemon(0,1,5)

11:59:12, 10 Feb.PPP LCP Send Termination Request (User request)

11:59:12, 10 Feb.PPP: IPCP down

11:59:12, 10 Feb.PPP: LCP down

[Les-Gibson]

The advice for a red light is to restart the router, if that doesn't work then factory reset. Bear in mind that factory reset will re-enable Smart Setup (assuming you've turned it off - recommended).

https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/i-can-t-connect/what-do-the-ligh....

What is Smart Setup on the BT Hub? How can I turn it on and off? | BT Help

[Keith_Beddoe]

@jwmellon 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

11:59:13, 10 Feb.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

That indicates a loss of connection.

[jwmellon]

We have turned the router off and in fact this router is only 2 weeks old!  The previous one was replaced because our internet was slow.

[jwmellon]

Thanks for the reply, No noise on the line. WE never use the landline any more. If the line you indicates shows the loss of connection then why are BT saying my router has been up and running since it was installed 18 days ago? The man I spoke to said my service had no interruptions and yet in 1 day we had 3 but only took a note of the time for the first one.

I will show the BT engineer the log this afternoon to prove we have a fault. Dont hold our much hope.

[imjolly]

if you go to hub logs then filter with WAN you should be able to see in drops in connection

[jwmellon]

Thank you so much. I have been able to do this, export the report and print it.  Just had notification that BT are closing my fault so no idea if they are coming out today or not.

Thanks for your help