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Aspiring Contributor
1,017 Views
Message 1 of 19

HH5 has stopped working - orange light - tried two routers

Hi all,

 

Unfortunately I'm awaiting an engineer visiting in two weeks time, which is incredibly frustrating when you want to catch up on TV and I am working remotely this week. 

 

Anyway, two days ago the Home Hub 5 just cut out. All deviced stopped connecting. The light on the router went orange, and occasionally the B goes red. I spoke to BT who did a number of tests and couldn't find any faults, we also did the test with the wallplate. They said it was a HH5 fault and to try and source another.

 

I have done so and have the same problem. Replaced all the wiring. It just stays orange except when I reset/turn off and periodically it goes green/blue/orange again with a red b. The event log says it can't resolve host occasionally.

 

I've tried testing the number recommended on help pages to see if there's any noise on the line and this seems fine. Next door neighbours are all fine on BT.

 

Any ideas what it could be? It just seems very perculiar it was working up until this point, I find it frustrating BT can't investigate any further from their end.

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18 REPLIES 18
Distinguished Sage
Distinguished Sage
1,005 Views
Message 2 of 19

Re: HH5 has stopped working - orange light - tried two routers

When you tried the 17070 test number, did it read back the correct phone number?

 

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Aspiring Contributor
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Message 3 of 19

Re: HH5 has stopped working - orange light - tried two routers

It did.
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Distinguished Sage
Distinguished Sage
991 Views
Message 4 of 19

Re: HH5 has stopped working - orange light - tried two routers


@readjono wrote:
It did.

Thanks, I just wanted to confirm it was not a crossed line issue.

 

Can you access the home hub 5 connection information? It should look something like this.

 

    BT Home Hub 5
2. Serial number:     +068343+NQ33529031
3. Firmware version:     Software version 4.7.5.1.83.8.173.1.4 (Type A) Last updated Unknown
4. Board version:     BT Hub 5A
5. VDSL uptime:     0 days, 18:20:25
6. Data rate:     20000 / 77945
7. Maximum data rate:     29452 / 88842
8. Noise margin:     12.5 / 5.8
9. Line attenuation:     0.0 / 15.8
10. Signal attenuation:     0.0 / 15.8

 

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Aspiring Contributor
985 Views
Message 5 of 19

Re: HH5 has stopped working - orange light - tried two routers

1. Product name:BT Home Hub
2. Serial number:+068543+NQ51435900
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 12/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:02:27
6. Data rate:9999 / 48994
7. Maximum data rate:24719 / 93996
8. Noise margin:13.6 / 18.7
9. Line attenuation:9.8 / 11.0
10. Signal attenuation:9.7 / 11.0
11. Data sent/received:-
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:No
14. 2.4 GHz Wireless network/SSID:BTHub5-FZ65
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-FZ65
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:00:37:b7:2b:50:ce
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
 
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Distinguished Sage
Distinguished Sage
979 Views
Message 6 of 19

Re: HH5 has stopped working - orange light - tried two routers

Thanks,

Its actually showing as connected for two and a half minutes, does it stay connected, or is it disconnecting every couple of minutes?

Are you on an Infinity 1 or Infinity 2 service?

 

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Aspiring Contributor
974 Views
Message 7 of 19

Re: HH5 has stopped working - orange light - tried two routers

Yet to get a connection for the internet. All it seems to do is go green, blue and then orange in the usual boot up process. Occasionally it does this again. I think we are infinity 1.
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Distinguished Sage
Distinguished Sage
962 Views
Message 8 of 19

Re: HH5 has stopped working - orange light - tried two routers

So is it disconnecting, and the connection time resetting to zero again?

 

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Aspiring Contributor
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Message 9 of 19

Re: HH5 has stopped working - orange light - tried two routers

Looks like it. It now says: DSL uptime: 0 days, 00:00:46.
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Distinguished Sage
Distinguished Sage
952 Views
Message 10 of 19

Re: HH5 has stopped working - orange light - tried two routers

Which one of these numbers matches your master phone socket?

 

Single master sockets

 

Filtered sockets

 

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