I have a BT Hub 6A running firmware 14-Jun-2019 on BT Fibre network. For some while my network has periodically gone down for several minutes and then come back up. I had been assuming this to be an external problem of something like a weak connection somewhere between me and the BT cabinet. I had run and passed all the standard tests of line noise, etc suggested on the BT web site. BT has tested my connection and found no problems. There is no extension wiring in my house, only the master socket. I am running a brand new filter directly into the test socket.
I now believe that the hub is spontaneously resetting based on the fact (which I eventually realised) that when I lose the network my internal home network (which is all wifi) also goes down. In other words when my network goes down I can not connect to the hub from any of my computers and my various computers can not communicate. In contrast, if I simply disconnect the hub from the DSL filter to simulate an external network issue I lose the internet but my internal wifi network is still up. Screen sharing between two Macs continues to function normally, whereas this connection disappears during the type of periodic network loss that I experience.
Additionally whenever the network does go down of it's own accord, it just stays down for about the amount of time it takes the hub to reset. So I have come to the conclusion that the problem is a defect in the hub which is periodically resetting itself, and the hub simply needs to be replaced by BT.
So my question is: is there anything further I can do to confirm that this is indeed the problem (something in the event log, perhaps?), and how do I go about convincing BT that they should send me a new hub? Thanks for any assistance!
many customers find the hub resets automatically every 14 days and some find this happens at about 5/7 days but it always recovers and the speed is virtually same before drop as after reconnection if you have this happening then it will not help by replacing the hub
I had the the resetting every 14 days for months then it just stopped and my hub now remains connected until I reset, get power cut or firmware update
post hub stats advanced settings then technical log information
also check logs and filter results for WAN and see how often resets occur
Thanks, imjolly. If this only happened once every week or two I wouldn't give it a second thought. But, while it may go several days without my noticing its having happened, at times it will happen repeated over a relatively short period so as to make using the internet nearly impossible.
Well, when I went to post this the internet had gone down again (second time this morning). So I'll collect the latest log info to post!
Here's some info from the hub:
From Advanced Settings, Broadband, Internet:
0 Days, 0 Hours 19 Mins 1 Secs
2 MB Uploaded / 7 MB Downloaded
From Advance Settings, Technical Log, Information:
BT Hub 6A
0 Days, 0 Hours 21 Minutes 0 Seconds
20.00 Mbps / 80.00 Mbps
31752 / 109606
15.4 dB / 11.9 dB
0 dB / 15.3 dB
2 MB Uploaded / 7 MB Downloaded
Smart (Channel 1)
Smart (Channel 36)
I can see connection time only 21min but the good news is that the drops in connection have so far had no effect on your connection speed which for that many drops is unusual