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Message 1 of 6

BT HomeHub 6 restarting itself

Hi there,

I'm having problems with my Home Hub 6 restarting itself.

I phoned up and discussed my problem with an advisor who checked my line and hub for faults, none were found.

When I explained that I had researched this problem online and had seen multiple posts on the same problem on this very forum I was told this forum is nothing to do with BT and because the advisor could find no fault they were unable to help me further, after refusing to end the call I was asked to wait for a call back by a customer service manager. 

After I was contacted later on and having a lengthy chat the manager said that BT would send me a new Home Hub 6.

I've had the new one barely a week and the same problem persists, instead of pulling my hair out on the phone trying to communicate with people who are restricted by customer service software scripts and "protocols" I'll try my luck here before taking further action.

As for the aforementioned problem with the Home Hub 6 restarting itself this is happening very randomly, sometimes after a few hours, or a few days but no longer than 14 days. Not only is the restarting a problem but the Hub itself struggles to find a connection after this process, if this happens when I need to be using the internet it is quicker to hard reset the Hub. 

I have a snippet of the log from the last restart, it's in reverse though so you'll have to scroll down to read it in order.

 

00:29:19, 20 Jun. ppp1: Allocated prefix = 2a00:23c4:6b03:be01::/64 (valid time = 2026291200 / preferred time = 2026291200)

00:29:19, 20 Jun. ppp1: Allocated prefix = 2a00:23c4:6b03:be00::/56 (valid time = 2026291200 / preferred time = 2026291200)

00:29:19, 20 Jun. ppp1: Allocated address = 2a00:23c4:6b03:be01:ae3b:77ff:fed2:c597 (valid time = 2026291200 / preferred time = 2026291200)

00:29:19, 20 Jun. ppp1: Allocated prefix = 2a00:23c4:6b03:be01::/64 (valid time = 2026291200 / preferred time = 2026291200)

00:29:19, 20 Jun. ppp1:WAN DHCPv6 Mode : Statefull

00:29:11, 20 Jun. ppp1: Allocated prefix = 2a00:23c4:6b03:be00::/56 (valid time = 2026291200 / preferred time = 2026291200)

00:29:11, 20 Jun. ppp1: Allocated prefix = 2a00:23c4:6b03:be00::/56 (valid time = 2026291200 / preferred time = 2026291200)

00:29:10, 20 Jun. ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

00:29:10, 20 Jun. BR_LAN:The DHCP options that are offered by the device (id:4): DiscoverOptions: 53,57,60,12,55 | DiscoverOption55: 1,33,3,6,15,26,28,51,58,59 | RequestOptions: 53,50,54,57,60,12,55 | RequestOption55: 1,33,3,6,15,26,28,51,58,59 | HostName: android-e98ab61ca6c26561 | VendorId: dhcpcd-5.5.6

00:29:10, 20 Jun. BR_LAN:The DHCP options that are offered by the device (id:8): DiscoverOptions: 53,61,57,55,60,12 | DiscoverOption55: 1,3,6,12,15,28,42 | RequestOptions: 53,61,50,54,57,55,60,12 | RequestOption55: 1,3,6,12,15,28,42 | HostName: TL-WA850RE | VendorId: udhcp 1.19.4

00:29:04, 20 Jun. :The LAN DHCP Server is active

00:28:58, 20 Jun. :The LAN DHCP Server is inactive

00:28:55, 20 Jun. :DHCP Confirmation of Request

00:28:55, 20 Jun. ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

00:28:55, 20 Jun. :DHCP Confirmation of Request

00:28:55, 20 Jun. wl1:A WiFi device <84:8E:DF:97:D9:52> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:28:55, 20 Jun. wl1:Device <84:8E:DF:97:D9:52> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:28:55, 20 Jun. BR_LAN:The DHCP options that are offered by the device (id:8): DiscoverOptions: 53,50,57,60,12,55 | DiscoverOption55: 1,33,3,6,15,26,28,51,58,59 | RequestOptions: 53,61,50,54,57,55,60,12 | RequestOption55: 1,3,6,12,15,28,42 | HostName: TL-WA850RE | VendorId: udhcp 1.19.4

00:28:49, 20 Jun. BR_LAN:The DHCP options that are offered by the device (id:4): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,50,57,60,12,55 | RequestOption55: 1,33,3,6,15,26,28,51,58,59 | HostName: android-e98ab61ca6c26561 | VendorId: dhcpcd-5.5.6

00:28:37, 20 Jun. BR_LAN:The DHCP options that are offered by the device (id:4): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,50,57,60,12,55 | RequestOption55: 1,33,3,6,15,26,28,51,58,59 | HostName: android-e98ab61ca6c26561 | VendorId: dhcpcd-5.5.6

00:03:22, 01 Jan. :DHCP Confirmation of Request

00:03:22, 01 Jan. :DHCP Confirmation of Request

00:03:09, 01 Jan. wl1:A WiFi device <72:4F:56:1F:47:8A> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:03:09, 01 Jan. wl1:A WiFi device <84:8E:DF:97:D9:52> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:03:09, 01 Jan. wl1:A WiFi device <72:4F:56:1F:47:8B> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:03:09, 01 Jan. wl1:Device <72:4F:56:1F:47:8B> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:03:09, 01 Jan. wl1:A WiFi device <72:4F:56:1F:47:8B> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:02:43, 01 Jan. :DHCP Confirmation of Request

00:02:39, 01 Jan. wl1:Device <84:8E:DF:97:D9:52> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:02:26, 01 Jan. wl1:A WiFi device <84:8E:DF:97:D9:52> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:02:16, 01 Jan. wl1:Device <84:8E:DF:97:D9:52> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:02:16, 01 Jan. wl1:Device <72:4F:56:1F:47:8B> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:02:16, 01 Jan. wl1:Device <72:4F:56:1F:47:8A> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:02:07, 01 Jan. :DHCP Confirmation of Request

00:01:57, 01 Jan. wl1:A WiFi device <72:4F:56:1F:47:8A> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:01:57, 01 Jan. wl1:Device <72:4F:56:1F:47:8A> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:01:57, 01 Jan. wl1:A WiFi device <72:4F:56:1F:47:8B> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:01:53, 01 Jan. wl1:Device <72:4F:56:1F:47:8B> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:01:51, 01 Jan. BR_LAN:UPnP functionality has been activated

00:01:51, 01 Jan. BR_LAN:UPnP functionality has been deactivated (manually)

00:01:50, 01 Jan. ppp1:WAN DHCPv6 Mode : Statefull

00:01:50, 01 Jan. ppp1:New DYN ROUTE is added [81.139.56.100/32 gw ]

00:01:50, 01 Jan. ppp1:New DYN ROUTE is added [81.139.57.100/32 gw ]

00:01:50, 01 Jan. ppp1:WAN Router Discovery Setting Updated : M_flag = 1, O_flag = 0

00:01:50, 01 Jan. ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

00:01:44, 01 Jan. :WAN: SENSING AUTO VDSL

00:01:44, 01 Jan. ppp1:PPP: PPP INFO

00:01:44, 01 Jan. ppp:PPP: IPCP_NAK

00:01:44, 01 Jan. ppp:PPP: CHAP_SUCCESS

00:01:44, 01 Jan. ppp:PPP: CHAP_RESPONSE

00:01:44, 01 Jan. ppp:PPP: LCP_GOOD_ACK

00:01:44, 01 Jan. ppp:PPP: LCP_REQUEST

00:01:31, 01 Jan. wl1:(6/11) Channel Hopping initiated/Manually initiated

00:01:31, 01 Jan. BR_LAN:The DHCP options that are offered by the device (id:4): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,50,57,60,12,55 | RequestOption55: 1,33,3,6,15,26,28,51,58,59 | HostName: android-e98ab61ca6c26561 | VendorId: dhcpcd-5.5.6

00:01:30, 01 Jan. ptm0.101:VLAN VLAN_DATA connected

00:01:30, 01 Jan. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

00:01:30, 01 Jan. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

00:01:27, 01 Jan. :DHCP Confirmation of Request

00:01:27, 01 Jan. dsl:VDSL link Up: Down Rate=57682Kbps, Up Rate=16553Kbps, SNR Margin Down=10.80dB, SNR Margin Up=4.50dB

00:01:27, 01 Jan. BR_LAN:The DHCP options that are offered by the device (id:8): DiscoverOptions: 53,61,57,55,60,12 | DiscoverOption55: 1,3,6,12,15,28,42 | RequestOptions: 53,61,50,54,57,55,60,12 | RequestOption55: 1,3,6,12,15,28,42 | HostName: TL-WA850RE | VendorId: udhcp 1.19.4

00:01:15, 01 Jan. :DHCP Confirmation of Request

00:01:15, 01 Jan. wl1:A WiFi device <84:8E:DF:97:D9:52> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:01:15, 01 Jan. wl0:(48/36) Channel Hopping initiated/Manually initiated

00:01:05, 01 Jan. wl1:A WiFi device <72:4F:56:1F:47:8A> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:01:05, 01 Jan. wl1:A WiFi device <72:4F:56:1F:47:8B> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:00:55, 01 Jan. BR_LAN:The LAN DHCPv6 Server is active

00:00:55, 01 Jan. BR_LAN:The LAN DHCPv6 Server is inactive

00:00:55, 01 Jan. BR_LAN:The LAN DHCPv6 Server is active

00:00:52, 01 Jan. BR_LAN:UPnP functionality has been activated

00:00:51, 01 Jan. BR_LAN:The LAN DHCPv6 Server is inactive

00:00:42, 01 Jan. :This Rule has been applied successfully: [id:1, InternalClient: , External Ports:(0,0), Internal Ports: (0,0), Protocol: ]

00:00:42, 01 Jan. :Updating port mapping rule (1) by UPnP

00:00:39, 01 Jan. BR_LAN:The LAN DHCPv6 Server is active

00:00:39, 01 Jan. :The LAN DHCP Server is active

00:00:39, 01 Jan. BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

00:00:39, 01 Jan. :DNS name resolution is now active

00:00:38, 01 Jan. wl0:WLAN has been activated (BTWifi-X) (band : 5GHz).

00:00:38, 01 Jan. wl0:WLAN has been activated (BTWifi-with-FON) (band : 5GHz).

00:00:38, 01 Jan. wl0:WLAN has been activated (BTHub6-7FP5-5) (band : 5GHz).

00:00:38, 01 Jan. wl1:WLAN has been activated (BTWifi-X) (band : 2.4GHz).

00:00:38, 01 Jan. wl1:WLAN has been activated (BTWifi-with-FON) (band : 2.4GHz).

00:00:38, 01 Jan. wl1:WLAN has been activated (BTHub6-7FP5) (band : 2.4GHz).

00:00:36, 01 Jan. Default:Firewall change to Level: FRWL

00:00:36, 01 Jan. wl0:(0/48) Channel Hopping initiated/Manually initiated

00:00:36, 01 Jan. wl1:(0/6) Channel Hopping initiated/Manually initiated

00:00:35, 01 Jan. :The Modem has successfully powered up

00:00:35, 01 Jan. :WDG Laststatus:: # Current boot was caused by Soft Reset (SAAF)

00:00:28, 01 Jan. :The Modem underwent a warm reset

00:00:24, 01 Jan. :WAN: ethernet as LAN

00:24:28, 20 Jun. dsl:VDSL Link Down: duration was 865129 seconds

00:24:28, 20 Jun. :VLAN VLAN_DATA disconnected

00:24:27, 20 Jun. BR_LAN:The LAN DHCPv6 Server is active

00:24:27, 20 Jun. BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

00:24:27, 20 Jun. :Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

00:24:27, 20 Jun. ppp1:The DYN ROUTE [81.139.57.100/32 gw ] is deleted

00:24:27, 20 Jun. ppp1:The DYN ROUTE [81.139.56.100/32 gw ] is deleted

00:24:26, 20 Jun. BR_LAN:The LAN DHCPv6 Server is inactive

00:24:25, 20 Jun. BR_LAN:The LAN DHCPv6 Server is active

00:24:25, 20 Jun. BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

00:24:25, 20 Jun. BR_LAN:The LAN DHCPv6 Server is inactive

00:24:25, 20 Jun. BR_LAN:The LAN DHCPv6 Server is active

00:24:25, 20 Jun. ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

00:24:25, 20 Jun. BR_LAN:The LAN DHCPv6 Server is inactive

00:24:25, 20 Jun. BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

00:24:25, 20 Jun. BR_LAN: Revoked prefix = 2a00:23c4:6b03:be00::/64 (valid time = 2026291200 / preferred time = 2026291200)

00:24:24, 20 Jun. ppp1: Revoked prefix = 2a00:23c4:6b03:be01::/64 (valid time = 2026291200 / preferred time = 2026291200)

00:24:24, 20 Jun. ppp1: Revoked prefix = 2a00:23c4:6b03:be00::/56 (valid time = 2026291200 / preferred time = 2026291200)

00:24:23, 20 Jun. :A device reset was performed (GUI/Button)

00:11:12, 20 Jun. ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

00:11:12, 20 Jun. :TR69 sending SetParameterValuesResponse message

00:11:12, 20 Jun. ppp1:TR69 receiving SetParameterValues message

00:11:10, 20 Jun. ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated

00:11:10, 20 Jun. ppp1:TR69 receiving InformResponse message

00:11:09, 20 Jun. ppp1:TR69 event found : 4 VALUE CHANGE

00:11:09, 20 Jun. ppp1:TR69 event found : 2 PERIODIC

00:11:08, 20 Jun. ppp1:TR69 sending Inform message

00:11:07, 20 Jun. ppp1:TR69 event found : 4 VALUE CHANGE

00:11:07, 20 Jun. ppp1:TR69 event found : 2 PERIODIC

00:11:06, 20 Jun. ppp1:TR69 sending Inform message

00:11:03, 20 Jun. ppp1:TR69 creating new session with ACS

 

 

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Message 2 of 6

Re: BT HomeHub 6 restarting itself

can you post stats from you hh6  advanced setting then technical log information

can you try connecting to the test socket with a filter to see if that helps your connection and stability  when in test socket check there is no dial tone at any extension socket whether in use or not

can you try quiet line test  dial 17070 option 2  should be quiet and best with corded phone



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Message 3 of 6

Re: BT HomeHub 6 restarting itself

Product name:

BT Hub 6A

Serial number:

+084319+NQ81487271

Firmware version:

SG4B1000B540

Firmware updated:

09-Jun-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 17 Hours 57 Minutes 2 Seconds

Data rate:

10.00 Mbps / 55.00 Mbps

Maximum data rate:

16255 / 57621

Noise margin:

10.9 dB / 4.5 dB

Line attenuation:

18.7 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

233 MB Uploaded / 6160 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-7FP5

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-7FP5-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

AC:3B:77:D2:C5:99

Software variant:

-

Boot loader:

9.2.0

 

Quiet line test performed, it was quiet.

Have tried the test socket with 3 different filters, no luck.

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Message 4 of 6

Re: BT HomeHub 6 restarting itself

you are connected at infinity 1 max speed 55/10mb and have 17hrs connection time  now matter of seeing if that maintains conenction overnight  the drops/resets have not yet affected your connection speed which is good



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Message 5 of 6

Re: BT HomeHub 6 restarting itself

Hi,

The connection is generally not an issue. The line is stable and I don't notice any connection drops hence the connection time always stays the same as the system up-time unfortunately the system never stays up longer than 14 days.

Since re-joining BT and having this new Home Hub 6 the router itself is the issue.

I would use the HH5 but at the end of my last contract the router was packed and sent back to BT.

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Message 6 of 6

Re: BT HomeHub 6 restarting itself

The 14 day reset is a common occurrence and caused by the DLM. There are numerous posts on the forum about it just use the search facility. It is more annoying than anything else as the hub normally reconnects immediately and normally at the same noise margin and connection speed

when my hub was doing it I made the reset time late night early morning so the 14 day reset happened when I was not using the internet



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