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Message 1 of 5

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

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Same here too.  My HH5A has become very frusstrating.  Since the update the WAN interface is resetting itself 2 to 4 times a day.  Not good.

 

Here's the Helpdesk Info

 

 

1. Product name:BT Home Hub
2. Serial number:+068343+NQ34645919
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 28/06/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:28:26
6. Data rate:16387 / 61253
7. Maximum data rate:16401 / 64561
8. Noise margin:6.0 / 4.0
9. Line attenuation:20.5 / 15.9
10. Signal attenuation:20.4 / 16.1
11. Data sent/received:436.2 MB / 1.5 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:Home
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:2
18. 5 GHz Wireless network/SSID:Home.5
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:36
22. Firewall:Default
23. MAC Address:18:62:2c:5b:0c:cc
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0

 

 

 

and the latest portion of the event log filtered for WAN events...

 

17:35:26, 14 Aug.( 721.970000) WAN operating mode is VDSL
17:35:26, 14 Aug.( 721.970000) Last WAN operating mode was VDSL
17:35:25, 14 Aug.( 720.860000) PPP IPCP Receive Configuration ACK
17:35:25, 14 Aug.( 720.860000) PPP IPCP Send Configuration Request
17:35:25, 14 Aug.( 720.850000) PPP IPCP Receive Configuration NAK
17:35:25, 14 Aug.( 720.850000) PPP IPCP Send Configuration ACK
17:35:25, 14 Aug.( 720.840000) PPP IPCP Receive Configuration Request
17:35:25, 14 Aug.( 720.830000) PPP IPCP Send Configuration Request
17:35:24, 14 Aug.( 719.900000) PPPoE is up -​ Down Rate=61678Kbps, Up Rate=16476Kbps; SNR Margin Down=3.9dB, Up=5.9dB
17:35:24, 14 Aug.( 719.880000) CHAP authentication successful
17:35:24, 14 Aug.( 719.850000) CHAP Receive Challenge
17:35:24, 14 Aug.( 719.850000) Starting CHAP authentication with peer
17:35:24, 14 Aug.( 719.840000) PPP LCP Receive Configuration ACK
17:35:24, 14 Aug.( 719.840000) PPP LCP Send Configuration Request
17:35:24, 14 Aug.( 719.830000) PPP LCP Receive Configuration Reject
17:35:24, 14 Aug.( 719.830000) PPP LCP Send Configuration ACK
17:35:24, 14 Aug.( 719.830000) PPP LCP Receive Configuration Request
17:35:24, 14 Aug.( 719.830000) PPP LCP Send Configuration Request
17:34:35, 14 Aug.( 670.730000) PTM over DSL is up
17:34:04, 14 Aug.( 640.320000) PTM over DSL is down after 3 minutes uptime
17:34:04, 14 Aug.( 640.310000) PPPoE is down after 2 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
17:34:00, 14 Aug.( 636.150000) PPP LCP Send Termination Request [User request]
17:31:51, 14 Aug.( 507.260000) WAN operating mode is VDSL
17:31:51, 14 Aug.( 507.250000) Last WAN operating mode was VDSL
17:31:50, 14 Aug.( 506.110000) PPP IPCP Receive Configuration ACK
17:31:50, 14 Aug.( 506.100000) PPP IPCP Send Configuration Request
17:31:50, 14 Aug.( 506.080000) PPP IPCP Receive Configuration NAK
17:31:50, 14 Aug.( 506.080000) PPP IPCP Send Configuration ACK
17:31:50, 14 Aug.( 506.070000) PPP IPCP Receive Configuration Request
17:31:50, 14 Aug.( 506.050000) PPP IPCP Send Configuration Request
17:31:49, 14 Aug.( 505.120000) PPPoE is up -​ Down Rate=60865Kbps, Up Rate=16406Kbps; SNR Margin Down=4.0dB, Up=5.9dB
17:31:49, 14 Aug.( 505.110000) CHAP authentication successful
17:31:49, 14 Aug.( 505.060000) CHAP Receive Challenge
17:31:49, 14 Aug.( 505.060000) Starting CHAP authentication with peer
17:31:49, 14 Aug.( 505.060000) PPP LCP Receive Configuration ACK
17:31:49, 14 Aug.( 505.050000) PPP LCP Send Configuration Request
17:31:49, 14 Aug.( 505.050000) PPP LCP Receive Configuration Reject
17:31:49, 14 Aug.( 505.050000) PPP LCP Send Configuration ACK
17:31:49, 14 Aug.( 505.040000) PPP LCP Receive Configuration Request
17:31:49, 14 Aug.( 505.040000) PPP LCP Send Configuration Request
17:31:00, 14 Aug.( 456.020000) PTM over DSL is up
17:30:29, 14 Aug.( 425.140000) PTM over DSL is down after 5 minutes uptime
17:30:29, 14 Aug.( 425.140000) PPPoE is down after 4 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
17:30:25, 14 Aug.( 421.070000) PPP LCP Send Termination Request [User request]
17:26:05, 14 Aug.( 161.120000) WAN operating mode is VDSL
17:26:05, 14 Aug.( 161.110000) Last WAN operating mode was VDSL
17:26:04, 14 Aug.( 159.980000) PPP IPCP Receive Configuration ACK
17:26:04, 14 Aug.( 159.860000) PPP IPCP Send Configuration Request
17:26:04, 14 Aug.( 159.850000) PPP IPCP Receive Configuration NAK
17:26:04, 14 Aug.( 159.850000) PPP IPCP Send Configuration ACK
17:26:04, 14 Aug.( 159.850000) PPP IPCP Receive Configuration Request
17:26:03, 14 Aug.( 159.640000) PPP IPCP Send Configuration Request
17:26:02, 14 Aug.( 158.710000) PPPoE is up -​ Down Rate=61589Kbps, Up Rate=16491Kbps; SNR Margin Down=3.9dB, Up=5.9dB
17:26:02, 14 Aug.( 158.690000) CHAP authentication successful
17:26:02, 14 Aug.( 158.570000) CHAP Receive Challenge
17:26:02, 14 Aug.( 158.570000) Starting CHAP authentication with peer
 
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Message 2 of 5

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

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Hi @RedPike and welcome.

 

I'm sorry you're having problems with the connection. I'll be happy to lend a hand with this. Can you first check if there is any noise on your line? Connect a phone to the test socket and dial 17070 option 2. If that test is clear please drop me over an email with your details? You'll get the contact the moderators link in my profile. We're very busy at present so it's taking longer than expected to reply but once you submit the details we'll get to you in turn.

Cheers

 

David

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Message 3 of 5

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

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Hello David

 

As a forum moderator you just asked me to post the event logs from the router, filtered for category WAN so here they are below.  But before that I've  filtered the same table for those containing "PPPoE is down after".  That was because there's a 20k limit on the number of characters that a post can hold.

 

It'd be great to get this sorted.  It's not good when the WAN fails during an online transaction of some sort.  

 

J.

 

 

 

Time and dateMessage
10:22:43, 30 Aug.(1188027.520000) PPPoE is down after 890 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
19:30:42, 29 Aug.(1134506.120000) PPPoE is down after 1539 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
17:50:05, 28 Aug.(1042071.160000) PPPoE is down after 236 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
13:51:56, 28 Aug.(1027783.560000) PPPoE is down after 1057 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
20:12:45, 27 Aug.(964232.550000) PPPoE is down after 1954 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
11:36:38, 26 Aug.(846869.530000) PPPoE is down after 1456 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
11:18:19, 25 Aug.(759371.970000) PPPoE is down after 700 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
23:36:39, 24 Aug.(717271.870000) PPPoE is down after 1972 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
14:42:19, 23 Aug.(598815.780000) PPPoE is down after 51 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
13:49:21, 23 Aug.(595637.770000) PPPoE is down after 556 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
04:31:45, 23 Aug.(562181.800000) PPPoE is down after 1935 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]

 

 

Time and date Message

10:24:07, 30 Aug.(1188111.360000) WAN operating mode is VDSL
10:24:07, 30 Aug.(1188111.360000) Last WAN operating mode was VDSL
10:24:06, 30 Aug.(1188110.150000) PPP IPCP Receive Configuration ACK
10:24:06, 30 Aug.(1188110.140000) PPP IPCP Send Configuration Request
10:24:06, 30 Aug.(1188110.130000) PPP IPCP Receive Configuration NAK
10:24:06, 30 Aug.(1188110.130000) PPP IPCP Send Configuration ACK
10:24:06, 30 Aug.(1188110.130000) PPP IPCP Receive Configuration Request
10:24:06, 30 Aug.(1188110.120000) PPP IPCP Send Configuration Request
10:24:05, 30 Aug.(1188109.100000) PPPoE is up -​ Down Rate=53877Kbps, Up Rate=15681Kbps; SNR Margin Down=6.0dB, Up=5.9dB
10:24:05, 30 Aug.(1188109.080000) CHAP authentication successful
10:24:04, 30 Aug.(1188109.030000) CHAP Receive Challenge
10:24:04, 30 Aug.(1188109.030000) Starting CHAP authentication with peer
10:24:04, 30 Aug.(1188109.020000) PPP LCP Receive Configuration ACK
10:24:04, 30 Aug.(1188109.020000) PPP LCP Send Configuration Request
10:24:04, 30 Aug.(1188109.020000) PPP LCP Receive Configuration Reject
10:24:04, 30 Aug.(1188109.020000) PPP LCP Send Configuration ACK
10:24:04, 30 Aug.(1188109.010000) PPP LCP Receive Configuration Request
10:24:04, 30 Aug.(1188109.010000) PPP LCP Send Configuration Request
10:23:15, 30 Aug.(1188059.220000) PTM over DSL is up
10:22:43, 30 Aug.(1188027.530000) PTM over DSL is down after 891 minutes uptime
10:22:43, 30 Aug.(1188027.520000) PPPoE is down after 890 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
10:22:38, 30 Aug.(1188022.930000) PPP LCP Send Termination Request [User request]
19:32:05, 29 Aug.(1134589.280000) WAN operating mode is VDSL
19:32:05, 29 Aug.(1134589.280000) Last WAN operating mode was VDSL
19:32:03, 29 Aug.(1134588.030000) PPP IPCP Receive Configuration ACK
19:32:03, 29 Aug.(1134588.020000) PPP IPCP Send Configuration Request
19:32:03, 29 Aug.(1134588.010000) PPP IPCP Receive Configuration NAK
19:32:03, 29 Aug.(1134588.010000) PPP IPCP Send Configuration ACK
19:32:03, 29 Aug.(1134588.010000) PPP IPCP Receive Configuration Request
19:32:03, 29 Aug.(1134588.000000) PPP IPCP Send Configuration Request
19:32:02, 29 Aug.(1134586.950000) PPPoE is up -​ Down Rate=56007Kbps, Up Rate=15230Kbps; SNR Margin Down=5.9dB, Up=5.9dB
19:32:02, 29 Aug.(1134586.940000) CHAP authentication successful
19:32:02, 29 Aug.(1134586.880000) CHAP Receive Challenge
19:32:02, 29 Aug.(1134586.880000) Starting CHAP authentication with peer
19:32:02, 29 Aug.(1134586.880000) PPP LCP Receive Configuration ACK
19:32:02, 29 Aug.(1134586.870000) PPP LCP Send Configuration Request
19:32:02, 29 Aug.(1134586.870000) PPP LCP Receive Configuration Reject
19:32:02, 29 Aug.(1134586.870000) PPP LCP Send Configuration ACK
19:32:02, 29 Aug.(1134586.860000) PPP LCP Receive Configuration Request
19:32:02, 29 Aug.(1134586.860000) PPP LCP Send Configuration Request
19:31:13, 29 Aug.(1134537.120000) PTM over DSL is up
19:30:42, 29 Aug.(1134506.120000) PTM over DSL is down after 1539 minutes uptime
19:30:42, 29 Aug.(1134506.120000) PPPoE is down after 1539 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
19:30:37, 29 Aug.(1134501.580000) PPP LCP Send Termination Request [User request]
  

 

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Message 4 of 5

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

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Thanks for posting the logs @RedPike. As discussed on out last call I've forwarded the details and will be in touch once I get any updates.

 

Cheers

 

David

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Message 5 of 5

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

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Hi @RedPike,

 

Thanks for taking my call today. I'm glad I was able to clear things up for you. Please post back if you have any other problems and we'll be happy to help.

 

All the best

 

David

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