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zacepi
Beginner
588 Views
Message 1 of 9

Hub6 firmware update - broadband now dropping SG4B1000E077

Dear all,

I am also trying to contact BT support to address this problem.

My BT Hub6 did a firmware update (itself) on March 9th. Since that date it has been troublesome - dropping broadband and rebooting several times per day. Prior to the upgrade it has been rock solid for 2 years.

What I would like to know is - is there anyone else now on this version who has experienced similar issues?
My plan is to swap in another router as well as escalate with BT - several posts on this community show that response from BT can be...patchy.

Redacted Tech log below

Thanks!

Product name:
BT Hub 6A

Serial number:
+084319+NQ*********

Firmware version:
SG4B1000E077

Firmware updated:
09-Mar-2022

Board version:
1.0

Gui version:
1.115.0

DSL uptime:
0 Days, 0 Hours 44 Minutes 22 Seconds

Data rate:
20.00 Mbps / 77.65 Mbps

Maximum data rate:
22241 / 79045

Noise margin:
7 dB / 4.2 dB

Line attenuation:
28.4 dB

Signal attenuation:
18.2 dB / 28.4 dB

VPI / VCI:
0/38

Modulation:
G_993_2_ANNEX_B

Latency type:
Fast Path

Data sent / received:
160 MB Uploaded / 266 MB Downloaded

Broadband username:
bthomehub@btbroadband.com

BT Wi-fi:
Active

2.4 GHz wireless network name:
nope

2.4 GHz wireless channel:
Channel 1

5 GHz wireless network name:
nope

5 GHz wireless channel:
Channel 48

Wireless security:
WPA2 (Recommended)

Wireless mode:
Mode 1

Firewall:
On

MAC address:
58:90:ZZ:D5:9A:ZZ

Software variant:
-

Boot loader:
7.33.1

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8 REPLIES 8
zacepi
Beginner
534 Views
Message 2 of 9

Re: Hub6 firmware update - broadband now dropping SG4B1000E077

Anyone?

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PaddyB
Moderator
Moderator
525 Views
Message 3 of 9

Re: Hub6 firmware update - broadband now dropping SG4B1000E077

Hi @zacepi,

Thank you for posting. I'm sorry if you're having problems with the stability of your connection. To make sure there isn't a line fault when you use your phone do you get any noise on the line?

Please can you run a quiet line test by dialing 17070 from your BT Landline. If using a corded phone then the test should be quiet, if you are using a cordless phone then you may hear a low hum.

If the line is completely silent I would try a factory reset of your hub. 

How do I reset my BT Hub to its factory settings 

Thanks,

Paddy

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zacepi
Beginner
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Message 4 of 9

Re: Hub6 firmware update - broadband now dropping SG4B1000E077

Thanks that's useful. 

The line was pretty quiet. I have now put an old modem/router on and am monitoring

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licquorice
Distinguished Sage
Distinguished Sage
484 Views
Message 5 of 9

Re: Hub6 firmware update - broadband now dropping SG4B1000E077

It shouldn't be 'pretty quiet', it should be totally silent.

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agc247
Beginner
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Message 6 of 9

Re: Hub6 firmware update - broadband now dropping SG4B1000E077

I am having exactly the same issue - broadband connection is dropping a couple of times a day since the new firmware update. Previously rock solid.

zacepi
Beginner
452 Views
Message 7 of 9

Re: Hub6 firmware update - broadband now dropping SG4B1000E077

I put that down to my cordless landline phones (Gigaset)

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zacepi
Beginner
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Message 8 of 9

Re: Hub6 firmware update - broadband now dropping SG4B1000E077

This is what I wanted (well, sort of) to hear. I'm a firm believer in 

"Something has stopped working"
"What changed?"
"ABC"
"Well, it's extremely likely that ABC has caused it to stop working"

In our case, ABC is the firmware.

I would suggest you temporarily swap your HH6 if you can. I found my old HH5 and put that on as a test. So far it's been good

 

zacepi_0-1647342908155.png

 

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zacepi
Beginner
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Message 9 of 9

Re: Hub6 firmware update - broadband now dropping SG4B1000E077

A follow up.

The older HH5 I swapped in has been rock solid and not dropped the DSL. So I conclude that the firmware update has screwed up the HH6. Trying to get BT to accept this may be a journey...

 

zacepi_0-1647948709464.png

 

I don't particularly want to put the HH6 back on again as it's interfering with my work. I'll try my luck with support

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