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fusionet24
Aspiring Contributor
1,149 Views
Message 1 of 14

Disconnects multiple times in a day

Hi there,

 

I've been on infinity since October time and got the HH5. However, I've been receiving disconnects recently from the Internet while still connected to the router. I'm still connected to the router via wifi or ethernet but the WAN just drops. ANd it takes a little bit to reboot. I assume it must be to do with the line from the cabinet to the house.

 

Here is a typical log of the WAN when it goes down (it went down twice in this perioid) - 

23:40:11, 13 Feb.( 116.150000) WAN operating mode is VDSL
23:40:11, 13 Feb.( 116.150000) Last WAN operating mode was VDSL
23:40:09, 13 Feb.( 114.440000) PPP IPCP Receive Configuration ACK
23:40:09, 13 Feb.( 114.440000) PPP IPCP Send Configuration Request
23:40:09, 13 Feb.( 114.430000) PPP IPCP Receive Configuration NAK
23:40:09, 13 Feb.( 114.430000) PPP IPCP Send Configuration ACK
23:40:09, 13 Feb.( 114.430000) PPP IPCP Receive Configuration Request
23:40:09, 13 Feb.( 114.420000) PPP IPCP Send Configuration Request
23:40:08, 13 Feb.( 113.150000) PPPoE is up -​ Down Rate=39993000Kbps, Up Rate=9995000Kbps; SNR Margin Down=18.8dB, Up=13.0dB
23:40:08, 13 Feb.( 113.140000) CHAP authentication successful
23:40:05, 13 Feb.( 110.000000) CHAP Receive Challenge
23:40:05, 13 Feb.( 110.000000) Starting CHAP authentication with peer
23:40:05, 13 Feb.( 110.000000) PPP LCP Receive Configuration ACK
23:40:05, 13 Feb.( 109.990000) PPP LCP Send Configuration Request
23:40:05, 13 Feb.( 109.990000) PPP LCP Receive Configuration Reject
23:40:05, 13 Feb.( 109.980000) PPP LCP Send Configuration ACK
23:40:05, 13 Feb.( 109.980000) PPP LCP Receive Configuration Request
23:40:05, 13 Feb.( 109.980000) PPP LCP Send Configuration Request
23:39:50, 13 Feb.( 95.430000) PTM over DSL is up
23:38:57, 13 Feb.( 41.990000) WAN Auto-​sensing running.
23:34:37, 12 Feb.( 105.410000) WAN operating mode is VDSL
23:34:37, 12 Feb.( 105.410000) Last WAN operating mode was VDSL
23:34:35, 12 Feb.( 104.050000) PPP IPCP Receive Configuration ACK
23:34:35, 12 Feb.( 104.040000) PPP IPCP Send Configuration Request
23:34:35, 12 Feb.( 104.030000) PPP IPCP Receive Configuration NAK
23:34:35, 12 Feb.( 104.030000) PPP IPCP Send Configuration ACK
23:34:35, 12 Feb.( 104.030000) PPP IPCP Receive Configuration Request
23:34:35, 12 Feb.( 104.020000) PPP IPCP Send Configuration Request
23:34:34, 12 Feb.( 102.820000) PPPoE is up -​ Down Rate=39993000Kbps, Up Rate=9995000Kbps; SNR Margin Down=18.6dB, Up=12.7dB
23:34:34, 12 Feb.( 102.800000) CHAP authentication successful
23:34:34, 12 Feb.( 102.700000) CHAP Receive Challenge
23:34:34, 12 Feb.( 102.700000) Starting CHAP authentication with peer
23:34:34, 12 Feb.( 102.700000) PPP LCP Receive Configuration ACK
23:34:34, 12 Feb.( 102.690000) PPP LCP Send Configuration Request
23:34:34, 12 Feb.( 102.680000) PPP LCP Receive Configuration Reject
23:34:34, 12 Feb.( 102.680000) PPP LCP Send Configuration ACK
23:34:34, 12 Feb.( 102.680000) PPP LCP Receive Configuration Request
23:34:34, 12 Feb.( 102.680000) PPP LCP Send Configuration Request
23:34:15, 12 Feb.( 84.010000) PTM over DSL is up
23:33:31, 12 Feb.( 39.600000) WAN Auto-​sensing running.
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13 REPLIES 13
ray_dorset
Distinguished Guru
1,135 Views
Message 2 of 14

Re: Disconnects multiple times in a day

Can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254

Lines 1-13 will be enough

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fusionet24
Aspiring Contributor
1,131 Views
Message 3 of 14

Re: Disconnects multiple times in a day

Here it is :

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ42541040
3. Firmware version:Software version 4.7.5.1.83.8.204 (Type A) Last updated 20/01/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:50:56
6. Data rate:9995 / 39993
7. Maximum data rate:20033 / 77577
8. Noise margin:13.0 / 18.7
9. Line attenuation:23.1 / 20.0
10. Signal attenuation:22.9 / 19.7
11. Data sent/received:36.8 MB / 980.4 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
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SDO77
Beginner
1,109 Views
Message 4 of 14

Re: Disconnects multiple times in a day

Hi, I've got infinity and for the last several months same issue. BT sent out a new hub but service is slower and keeps switching connection. Upon reading this a) glad it's not just me b) think they've sent wrong hub - it's a 4 but reading here and on bt homepage anyone who is on infinity should have "5" hub. Guess back on the phone to them..... More time on phone with them than on Internet......
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ray_dorset
Distinguished Guru
1,104 Views
Message 5 of 14

Re: Disconnects multiple times in a day


@fusionet24 wrote:

Here it is :

 

3. Firmware version:Software version 4.7.5.1.83.8.204 (Type A) Last updated 20/01/15

 There are many reports of exactly what you're seeing as a result of the latest firmware upgrade.

 

Now, I don't have a problem but many people do.

 

The quick fix is to get an Openreach modem at auction and use that to front-end the Homehub, or a better fix is to buy a different modem-router entirely like the TP Link TD W9980 for example

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gg30340
Distinguished Sage
Distinguished Sage
1,103 Views
Message 6 of 14

Re: Disconnects multiple times in a day

SD077

 

If you have a white Openreach modem you can use the Homehub 4. If no Openreach modem it is the Homeub 5 you need.

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ray_dorset
Distinguished Guru
1,100 Views
Message 7 of 14

Re: Disconnects multiple times in a day


@SDO77 wrote:
Hi, I've got infinity and for the last several months same issue. BT sent out a new hub but service is slower and keeps switching connection. Upon reading this a) glad it's not just me b) think they've sent wrong hub - it's a 4 but reading here and on bt homepage anyone who is on infinity should have "5" hub. Guess back on the phone to them..... More time on phone with them than on Internet......

So you have a Homehub4 and an OR modem and you're having the same issue as with the Homehub5, but you want a Homehub5 ?

 

Are you sure?

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fusionet24
Aspiring Contributor
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Message 8 of 14

Re: Disconnects multiple times in a day

What about the fix of rolling back to previous firmware or BT not shipping firmware that kicks out a lot of users 😛

 

 

Is it possible to roll back firmware? 

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ray_dorset
Distinguished Guru
1,086 Views
Message 9 of 14

Re: Disconnects multiple times in a day

I'm not aware of a fix like that, sorry.
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john46
Distinguished Sage
1,061 Views
Message 10 of 14

Re: Disconnects multiple times in a day

rollback is not possible
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