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Contributor
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Message 1 of 34

Help with HH5 Event Log please

Hi, This morning I had a coversation with a BT "specialist" from India about my ne (24th October) HH5 router. Basically I wanted to know why it had restarted 23 times (24 now) since it was installed on 24th. He ran some external tests and said there was nothing wrong according to his results. I told him I had got the information from my router partly through the "connection up time" being reset and the event log (EL). Now some of the EL I can follow but what I've noticed is that everytime the connect time was reset to zero the following train of TR069 events were logged in EL:

 

13:18:09, 30 Oct.(47753.080000) CWMP: session completed successfully
13:18:09, 30 Oct.(47752.870000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
13:17:58, 30 Oct.(47742.550000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
13:17:58, 30 Oct.(47742.540000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:17:45, 30 Oct.(47729.470000) CWMP: session closed due to error: Could not resolve host
13:17:43, 30 Oct.(47726.870000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
13:17:43, 30 Oct.(47726.860000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:17:42, 30 Oct.(47726.560000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

 

Now a little research on my part "suggests" that the Automatic Config Servces (which I take to be somewhere externa - exchange maybe?) and my premises (CWMP) = modem/router? have decided on the restart. If this is the case then wht would that not be registered on BTs test log?

 

It all seems to kick off with 4 VALUE CHANGE event - what is that exactly?

 

As I said this has now happened 24 times in 17 days so surely not all is right? Which is why I asked he could arrange a replacement router which he said he couldn't because his tests says there is nothing wrong with his test results. So I asked him if could log into my router and read the log for himself - and he said that wasn't possible.

 

In addition to all this the EL has very many messages informing me the LAN ports 1 and 2 are going up and down (these are connected to my laptop and desktop computers.

 

Can someone shed any light on this please. Though my internet usage is unaffected, I would still like to know if I have a dodgy HH5 or not. Many thanks.

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33 REPLIES 33
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Distinguished Sage
Distinguished Sage
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Message 2 of 34

Re: Help with HH5 Event Log please

can you post the stats from your hh5 by going t hub manager then troubleshooting then helpdesk and post stats 1-12



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Distinguished Guru
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Message 3 of 34

Re: Help with HH5 Event Log please

I suggest you try a factory reset of the hub
http://bt.custhelp.com/app/answers/detail/a_id/11386/~/how-do-i-reset-my-bt-home-hub-to-its-factory-...

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Message 4 of 34

Re: Help with HH5 Event Log please

imjolley:

1. Product name:BT Home Hub
2. Serial number:+076272+NQ42648098
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 15/10/14
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 01:29:26
6. Data rate:9999 / 39993
7. Maximum data rate:22536 / 62850
8. Noise margin:23.3 / 13.6
9. Line attenuation:0.0 / 17.9
10. Signal attenuation:0.0 / 17.9
11. Data sent/received:64.9 MB / 1.2 GB
12. Broadband username:bthomehub@btbroadband.com

 

You will see it's happened again an no one has been using BB for the last 4 hours!

 

 

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Distinguished Guru
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Message 5 of 34

Re: Help with HH5 Event Log please

As you're on Infinity 1, was this a self-install?
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Message 6 of 34

Re: Help with HH5 Event Log please

ray_dorset:

Yes, self install.

 

I don't have time to do a reset atm, just about to go out for the evening. Will check back here tomorrow.

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Message 7 of 34

Re: Help with HH5 Event Log please

I did a reset yesterday at noon and (so far) no more drop outs. BT complaints are supposed to be calling me today.

 

imjolly - you didn't respond to me posting my help desk stats you requested?

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Message 8 of 34

Re: Help with HH5 Event Log please

Well got a bit of a result today - The guy from complaints (again from India - do we not have ANY BT staff based in UK?) called as promised and told me he could see all my drop outs which surprised me somewhat as the first guy from level 2 tech support said he couldn't?

 

Anyway, it's gone down once since I did the factory reset so lasted just over 24 hours. He said they would continue to monitor for another 48 hours and call me again on Monday. If it continues to drop out he will arrange for an engineer to do some street tests and after that an engineer to call round and replace the HH5. He agreed with me that the high number of disconnects (31 in 19 days) was unacceptable so it looks like progress. Fingers crossed.

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Message 9 of 34

Re: Help with HH5 Event Log please

Well of course the guy didn't call as promised. Someone else phoned today to say they had been trying to call me on my land line AND my mobile since Thursday which is an out an out LIE. Both are permanently set up to transfer incoming calls to an answer machine after 3 rings! nearly lost my rag with him. When I raised the complaintl ast Thursday I was told I would get a call on Saturday which I did. I was then told that I would get a call on Monday which I did. I was told then I would get a call today which I did. Each time I was told to expect a call I was here to answer it and each time it was a differnt operator -WHY?  Only problem is that's all the've done - CALL ME.

 

I'm so fed up with this call centre in India - only one of the 4 people there I've spoken too was at all helpful but then failed to call me back personally. It's about time BT followed other large organisations here and brought call centres back to the UK.

 

Anyway now today they have agreed to send me a new HH5 to see if that fixes it. In the mean time I have been all over the house checking the wiring. I thought the box in front of me with the HH5 plugged into was the master but it turned out it is a slave so up into the loft and after much searching under insulation and water tanks etc finally found the master up there lying loose. It is a very old NET5 which had been painted at some time and looks the worse for wear so I am going to replace it and fix it up properly. I should add that I've only lived here for a few months but have been enjoying decent land line and BB quality before I had my HH3 upgraded last month. It still works OK except for the disconnects (over 40 in about 20 days).

 

Is there a document on-line somewhere that explains the different messages in the event log - I can work out most of them but not all?

 

And talking of event logs, I had to tell the "technical guy" from India today how I was able to read it, what buttons I pressed etc - pathetiic!

 

PS Just disconnected again while I'm typing this, well it lasted 6.5 hours this time.

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Expert
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Message 10 of 34

Re: Help with HH5 Event Log please

If the line isn't faulty then the only known fix   is either to pair the HH5 to an openreach modem*or use a non BT branded all in one.    *Either openreach modem HG612 3B or ECI/r

 

The HG612 3B is very easy to use and unlocked ones cab be used with line charting software for very detailed infomation.

 

The ECR/r is very very stable but not as user friendly.

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