cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Aspiring Contributor
603 Views
Message 1 of 8

Home hub 5 orange light several times a day

A few months ago I upgraded to bt infinity with TV. We often watch Internet TV and haven't managed a full program yet without the internet dropping and the hub showing an orange light before returning to normal after around 3 or 4 mins. At first it was occasional now it's : or 4 times per night. Any ideas? Should I contact BT or is there something I could be doing?
Tags (1)
0 Ratings
7 REPLIES 7
Highlighted
Distinguished Sage
Distinguished Sage
595 Views
Message 2 of 8

Re: Home hub 5 orange light several times a day

was it self install or engineer?

 

are you connected to test socket?

 

go to hub manager then troubleshooting then helpdesk and post stats 1-12



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Highlighted
Aspiring Contributor
533 Views
Message 3 of 8

Re: Home hub 5 orange light several times a day

Thank you @imjolly

An engineer fitted it, I don't appear to have a test socket but my hub is plugged into the Openreach socket. Here are the stats as requested:

1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ42584389
3. Firmware version:
Software version 4.7.5.1.83.8.204 (Type A) Last updated 16/01/15
4. Board version:
BT Hub 5A
5. DSL uptime:
0 days, 00:31:21
6. Data rate:
7262 / 33478
7. Maximum data rate:
8866 / 41207
8. Noise margin:
6.5 / 8.9
9. Line attenuation:
25.0 / 25.4
10. Signal attenuation:
25.2 / 23.0
11. Data sent/received:
1.9 GB / 35.4 GB
12. Broadband username:
bthomehub@btbroadband.com
13. BT Wi-fi:
Yes
14. 2.4 GHz Wireless network/SSID:
BTHub5-XJFH
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-XJFH
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:
c8:91:f9:17:33:24
24. Modulation:
G.993.2 Annex B
25. Software variant:
AA
26. Boot loader:
1.0.0
0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
528 Views
Message 4 of 8

Re: Home hub 5 orange light several times a day

Sorry but did you notice if openreach engineer or a contractor?



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Highlighted
Contributor
509 Views
Message 5 of 8

Re: Home hub 5 orange light several times a day

Have you tested your phoneline for any noise?

See this Helpfile  http://support.zen.co.uk/kb/Knowledgebase/Performing-a-Quiet-Line-Test

 

If everything is quiet then :

 

Or it could be a faulty HH5 << a persistnt call to support in India should get you a new one sent out (once you have gone thru all their silly tech questions). This would at least eliminate the HH5 as the problem.

 

Other issues that spring to mind are line interference - this could be caused by an electrical device either within your own home that is switched on/off at the time you disconnect) - or could be in a neighbours home or on the street (like streetlights). These are obviously much harder to diagnose.

 

As per many other users who have had HH5 disconnection problems perhaps getting a seperate modem may give you more line stability. The recommended modem is the HG612 3B and is available from several online sites. The HH5 just connects to this as a slave device with the modem handeling the line connection.

0 Ratings
Highlighted
Aspiring Contributor
483 Views
Message 6 of 8

Re: Home hub 5 orange light several times a day

It was an Openreach engineer

I will do a noise check
0 Ratings
Highlighted
Aspiring Contributor
469 Views
Message 7 of 8

Re: Home hub 5 orange light several times a day

Just done a noise checks which was quiet. Is one test enough or do I need to do more?
BTW... Thanks for the help!
0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
460 Views
Message 8 of 8

Re: Home hub 5 orange light several times a day

is your openreach socket like this  fibre SSFP.jpg

 

if so then there should be a test socket behind the bottom half



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings