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Broad_freeze
Beginner
462 Views
Message 1 of 4

Scheduled reset, or just bad timing?

Hi all, these past few weeks have been frustrating for me. What happens is my BT Home Hub 5 always disconnects for around 5 minutes at exactly 9:30pm. This happens every day. Along with that, the hub randomly disconnects and is nearly always when I'm in an online game (just to say how annoying and stupid this is). Here are some of those lines that may be helpful:
BT Home Hub
2. Serial number: +068343+NQ42322225
3. Firmware version: Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 08/07/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 02:59:43
6. Data rate: 5998 / 23882
7. Maximum data rate: 6376 / 28532
8. Noise margin: 6.5 / 8.4
9. Line attenuation: 33.5 / 22.6
10. Signal attenuation: 32.7 / 20.3
11. Data sent/received: 14.8 MB / 141.8 MB

I'm on my phone so I only managed to copy this much, so if you need more just say.

So does anybody know how to fix this problem? I've contacted BT many times but you know BT, they never respond.

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3 REPLIES 3
DavidM
Moderator
Moderator
433 Views
Message 2 of 4

Re: Scheduled reset, or just bad timing?

Hi Broad_freeze and welcome.

 

If the connection drops at the same time each day then it might point to a problem with your internal setup. Are there any electrical items switching on at that point i.e. heating pumps etc? Do the street lights come on at that time? You’ve mentioned contacting BT many times but haven’t had a response, that’s concerning. How have you tried contacting us? Is it email or live chat?

 

Cheers

 

David

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imjolly
Distinguished Sage
Distinguished Sage
430 Views
Message 3 of 4

Re: Scheduled reset, or just bad timing?

as you have a hh5a try running routerstats as this will give you better information of how your connection is performing and also more information about drops in connection - how many and when



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Broad_freeze
Beginner
378 Views
Message 4 of 4

Re: Scheduled reset, or just bad timing?

Hi, thanks for your fast responses.

As far as I'm aware, there isn't anything specific happening at the time everyday but I'll check in case there is. And yes I've tried contacting you by email and live chat, however the live chat takes hours (according to the countdown timer) to link up with an agent. The emails, it either just points me to the forums/troubleshooting on the website or just doesn't respond.

And imjolly I'll try that and see what's going on.

Cheers for your help so far 😉
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