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Contributor
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Message 1 of 19

Bt infinity - home hub 5 - dropping connection

Ok guys, might be a difficult one for you here.

I have had infinity installed since October. I have always suffered from drop outs in my connection.

What happens is that the big blue light on the hh will turn orange for maybe 5 seconds or so and then go back to blue. But it's long enough to kick me out of an online game for example.

Router logs show something for the disconnection, but no info really.

I have had 3 home hubs, brand new internal wiring in my house, and 4 or 5 engineers out to check things out, as the line was also a lot slower than initially expected.

I have had another engineer out yesterday and today, who has changed my entire line back to the green box. But it has just disconnected on my again whilst playing titanfall.

Does anybody here have any ideas? Engineers are at a loss, BT India support are clueless. I'm out of ideas
Cheers guys
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Distinguished Expert
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Message 2 of 19

Re: Bt infinity - home hub 5 - dropping connection

Try an OR modem with a homehub.
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Expert
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Message 3 of 19

Re: Bt infinity - home hub 5 - dropping connection

Using a unlocked modem fixed the issues for me {line is even running in "Fast" mode}

 

This thread may be useful--- {Helped me & I can only say thanks for the good people on here for the advice}

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/planning-to-get-myself-an-unlocked-openreac...

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Message 4 of 19

Re: Bt infinity - home hub 5 - dropping connection

The only thing that makes me wonder, is that I am not seeing these VDSL up and down resyncs. And most people have been seeing these issues since late January, mine go back to October.

This is what my log looked like during brief disconnect

18:26:46, 19 Mar. (34170.780000) WAN operating mode is VDSL
18:26:46, 19 Mar. (34170.780000) Last WAN operating mode was VDSL
18:26:45, 19 Mar. (34169.740000) PPP IPCP Receive Configuration ACK
18:26:45, 19 Mar. (34169.730000) PPP IPCP Send Configuration Request
18:26:45, 19 Mar. (34169.720000) PPP IPCP Receive Configuration NAK
18:26:45, 19 Mar. (34169.720000) PPP IPCP Send Configuration ACK
18:26:45, 19 Mar. (34169.720000) PPP IPCP Receive Configuration Request
18:26:45, 19 Mar. (34169.720000) PPP IPCP Send Configuration Request
18:26:45, 19 Mar. (34169.720000) CHAP authentication successful
18:26:45, 19 Mar. (34169.650000) CHAP Receive Challenge
18:26:45, 19 Mar. (34169.650000) Starting CHAP authentication with peer
18:26:45, 19 Mar. (34169.650000) PPP LCP Receive Configuration ACK
18:26:44, 19 Mar. (34169.410000) CWMP: session closed due to error: Could not resolve host
18:26:44, 19 Mar. (34169.640000) PPP LCP Send Configuration Request
18:26:44, 19 Mar. (34169.640000) PPP LCP Receive Configuration Reject
18:26:44, 19 Mar. (34169.640000) PPP LCP Send Configuration ACK
18:26:44, 19 Mar. (34169.640000) PPP LCP Receive Configuration Request
18:26:44, 19 Mar. (34169.640000) PPP LCP Send Configuration Request
18:26:42, 19 Mar. (34167.610000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
18:26:42, 19 Mar. (34167.610000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
18:26:42, 19 Mar. (34167.370000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
18:26:33, 19 Mar. IN: ACCEPT [57] Connection closed (Port Forwarding: UDP 192.168.1.66:3074 <-​-​>109.150.222.230:3074 [82.9.36.163:3074] ppp3 NAPT)
18:26:32, 19 Mar. (34156.770000) PPP LCP Send Termination Request [User request]
18:26:20, 19 Mar. IN: BLOCK [12] Spoofing protection (IGMP 192.168.1.254-​>224.0.0.22 on ptm0.101)

I do have a OR modem around, unused, that I managed to talk one of the engineers in to giving me, as plan was to use my AirPort Extreme, but I didn't want to start using that until the connection was fixed, as first thing bt support would say is that it's my router causing the fault.

I could try the OR modem, just not sure if this is my problem or not. Anybody know anything from the logs I have posted? Or will any other logs help out?
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Message 5 of 19

Re: Bt infinity - home hub 5 - dropping connection

Ok. So I connected the openreach modem yesterday. Within the first 24 hours I have had my first disconnect.

Usual nonsense in the event log, PPP LCP, this time I also got an OPENRG Reset.

The mods seem to be closing threads left right and centre about these issues stating that every person having these problems must have a line issue.

I have had 3 home hub 5. I am how using a modem with it too. I have seen 6 difference engineers. I am now on a whole different line all the way back to the green box.

Yet the issues still remain. Engineers have changed absolutely everything possible. Nothing left for them to do for me.

I am so disappointed with BT, it's never been right since the start, it's just something then something else. No solutions
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Contributor
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Message 6 of 19

Re: Bt infinity - home hub 5 - dropping connection

There's another thread around here reporting the OpenRG resets and it seems it's a download to the router for a possible firmware update.
Have a mooch around the forum for it.
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Message 7 of 19

Re: Bt infinity - home hub 5 - dropping connection

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Message 8 of 19

Re: Bt infinity - home hub 5 - dropping connection

Which modem is it? Can it be unlocked?
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Contributor
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Message 9 of 19

Re: Bt infinity - home hub 5 - dropping connection

I did look through my event logs, couldn't see the firmware download though.

It's the huawei hg612 modem. I want to dump the useless hh5 anyway and swap it for my AirPort Extreme, but haven't wanted to during these problems. Plus, it's very easy to check uptime on the hh5, i don't believe that's possible on an AirPort Extreme.


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Message 10 of 19

Re: Bt infinity - home hub 5 - dropping connection

I recommend you unlock the modem with the no-btagent firmware, then set up DSLststs to monitor connection. Also have a look at the output from "xdslcmd info --pbParams"
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