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davidjones391
Beginner
26,427 Views
Message 1 of 21

Homehub 5 blue light but will not connect to Internet

Hope someone can help. Having to post this via 3G. For past three weeks connection to Internet has been intermittent. For last four days no connection at all. Blue light on home hub. Everything appears fine but cannot get on Internet.
The service is so bad I am considering paying whatever penalty applies to cancel the contract because I simply don't have a service at the moment. I phone the call centre and like talking to a robot. All they do is tell me the line is fine and I have to pay £120 for an engineer to come in the house.
I have followed some tips. Logged on to Homehub and split the 5ghz from 2.4 ghz. Have disabled smart setup. Checked quiet line test and fine.
I can log on to hub and take the statistics.
The weird thing is that I leave the hub switched on all the time and yet the uptime says only one day. I have seen that happen before.
These are the current stats on the Home Hub
1. Product name: BT Home Hub
2. Serial number: +068343+NQ44654145
3. Firmware version: Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 03/07/15
4. Board version: BT Hub 5A
5. DSL uptime: 1 days, 11:29:35
6. Data rate: 2292 / 15789
7. Maximum data rate: 37228 / 99800
8. Noise margin: 31.0 / 31.3
9. Line attenuation: 13.5 / 12.7
10. Signal attenuation: 12.8 / 12.7
11. Data sent/received: 13.3 MB / 7.9 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-CWJZ
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-CWJZ5GHZ
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: 18:1e:78:1b:b1:ba
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0


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20 REPLIES 20
imjolly
Distinguished Sage
Distinguished Sage
26,419 Views
Message 2 of 21

Re: Homehub 5 blue light but will not connect to Internet

Your stats suggest you have had internet connection for about 1.5days but your noise margin is exceptionally high causing low connection speed

 

was this a self install?  If so have you tried connecting to the test socket with a new filter



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davidjones391
Beginner
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Message 3 of 21

Re: Homehub 5 blue light but will not connect to Internet

Thanks for your message.
We are connected directly to the master socket. Does not need filter because it has dedicated BT Openreach adsl socket.
It worked fine for the first month we moved in. The problems started about two weeks ago.
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imjolly
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Message 4 of 21

Re: Homehub 5 blue light but will not connect to Internet

You could try a hub reset using the recessed button on back and hold till lights flash

 

although I understand you have a SSFP they do go faulty and you could check by using the test socket with a filter and see if that helps your conenction

 

if neither help your connection and noise margin still 30db+ then you need to phone customer services and get engineer visit



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davidjones391
Beginner
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Message 5 of 21

Re: Homehub 5 blue light but will not connect to Internet

Thanks for those suggestions. I will give it a try tomorrow if still not working overnight
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davidjones391
Beginner
26,349 Views
Message 6 of 21

Re: Homehub 5 blue light but will not connect to Internet

The Internet was still not working tonight. So I have connected to Test Socket and Hey Presto!
It works again.
But only from the test socket.
Any advice on what I should do next? Obviously it not great as a long term solution to have the panel screwed off and wires everywhere.

The Home Hub stats are still rubbish though even though it connects to internet.
1. Product name: BT Home Hub
2. Serial number: +068343+NQ44654145
3. Firmware version: Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 03/07/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:05:03
6. Data rate: 2292 / 15789
7. Maximum data rate: 37130 / 99629
8. Noise margin: 31.0 / 31.2
9. Line attenuation: 13.5 / 12.7
10. Signal attenuation: 12.9 / 12.7
11. Data sent/received: 0.4 MB / 1.9 MB
12. Broadband username: bthomehub@btbroadband.com
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pippincp
Sage
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Message 7 of 21

Re: Homehub 5 blue light but will not connect to Internet

Looks like a faulty SSFP request an engineer to solve it as it is BT's equipment that is faulty. You won't be charged for it.

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Murtel
Aspiring Contributor
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Message 8 of 21

Re: Homehub 5 blue light but will not connect to Internet

Check the in hub help page and look at the activity log. See if its blocking packets or saying they are invalid. BT has a major problem on there dns server at the moment.
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 9 of 21

Re: Homehub 5 blue light but will not connect to Internet

I think its just co-incidence that it worked at the test socket, as the stats are the same from the SSFP front socket, so its not faulty.

 

You need to do all tests using an Ethernet connection, just in case its your wireless thats intermittent. It looks to me like a problem with your computer, so I would be reluctant to arrange a visit, as you are likely to be charged.

 

There are intermittent DNS problems being reported on Infinity, which would cause pages to fail. Testing using an Ethernet connection would show if that is the issue.

 

See https://community.bt.com/t5/BT-Infinity-Speed-Connection/Websites-not-connecting/td-p/1526660

 

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26,287 Views
Message 10 of 21

Re: Homehub 5 blue light but will not connect to Internet

Keith_Beddoe,

 

The OP has posted line stats with a very high noise margin, so there's obviously a noise problem not a PC problem, the OP needs an engineer visit to solve the noise problem.

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