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Newbie
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BT HUB 5A dropping connection

Hi,

My home broadband keeps dropping connection has done since the 25th March 2020.

I have a BT HUB 5A and I keep getting the orange light of death.

I log onto the BT website to do the online fault tracker and during the diagnostics it says there is a fault then it says the next stage is to test the landline. It get's to 99% and just stays there. I've left it for 5 mins / 10 mins / 30 mins and even 2 hours and nothing happens. When I close the page and restart the process it says there is no fault and the line and the issue has been resolved.

This has been doing this constantly since the 25th every day and multiple times of the day, it's even dropped whilst I've been writing this post.

I've logged onto the BT HUB and had a look at the event log

 Log from the system

Event Log
This page summarises all the recent events that have been recorded on your BT Home Hub.
You can filter the events to show items related to a specific category.
 

 

Category
 

 

 

 

 
 

 

Recorded events
Time and date Message
18:55:52, 05 Apr.STP Alert: Port eth0 leaving blocking state.
14:35:34, 05 Apr.(261230.850000) SD-​100 (1)
14:19:55, 04 Apr.(173892.940000) SD-​100 (1)
14:04:17, 03 Apr.(86555.450000) SD-​100 (1)
14:01:06, 02 Apr.(647631.460000) The system is going DOWN for reboot.
14:01:06, 02 Apr.(647631.460000) OpenRG is going for reboot by IPC command
14:01:01, 02 Apr.(647626.460000) OpenRG will go down for reboot in 5 seconds
03:42:11, 02 Apr.(610497.300000) SD-​100 (1)
03:26:33, 01 Apr.(523160.990000) SD-​100 (1)
03:10:59, 31 Mar.(435828.230000) SD-​100 (1)
02:55:21, 30 Mar.(348491.790000) SD-​100 (1)
02:39:45, 29 Mar.(261157.430000) SD-​100 (1)
02:24:08, 28 Mar.(173821.980000) SD-​100 (1)
02:08:32, 27 Mar.(86487.680000) SD-​100 (1)
02:06:28, 26 Mar.(201000.360000) The system is going DOWN for reboot.
02:06:28, 26 Mar.(201000.360000) OpenRG is going for reboot by IPC command
02:06:23, 26 Mar.(200995.360000) OpenRG will go down for reboot in 5 seconds
18:33:31, 25 Mar.(173822.610000) SD-​100 (1)
18:17:55, 24 Mar.(86489.120000) SD-​100 (1)
18:17:15, 23 Mar.

STP Alert: Port eth0 leaving blocking state.

 

Log from the WAN

09:38:32, 06 Apr.(53008.440000) WAN operating mode is VDSL
09:38:32, 06 Apr.(53008.440000) Last WAN operating mode was VDSL
09:38:31, 06 Apr.(53006.730000) PPP IPCP Receive Configuration ACK
09:38:30, 06 Apr.(53006.710000) PPP IPCP Send Configuration Request
09:38:30, 06 Apr.(53006.700000) PPP IPCP Receive Configuration NAK
09:38:30, 06 Apr.(53006.690000) PPP IPCP Send Configuration ACK
09:38:30, 06 Apr.(53006.690000) PPP IPCP Receive Configuration Request
09:38:30, 06 Apr.(53006.680000) PPP IPCP Send Configuration Request
09:38:29, 06 Apr.(53005.190000) PPPoE is up -​ Down Rate=36506Kbps, Up Rate=7200Kbps; SNR Margin Down=6.2dB, Up=6.5dB
09:38:29, 06 Apr.(53005.180000) CHAP authentication successful
09:38:29, 06 Apr.(53005.100000) CHAP Receive Challenge
09:38:29, 06 Apr.(53005.100000) Starting CHAP authentication with peer
09:38:29, 06 Apr.(53005.090000) PPP LCP Receive Configuration ACK
09:38:29, 06 Apr.(53005.070000) PPP LCP Send Configuration Request
09:38:29, 06 Apr.(53005.070000) PPP LCP Receive Configuration Reject
09:38:29, 06 Apr.(53005.050000) PPP LCP Send Configuration ACK
09:38:29, 06 Apr.(53005.040000) PPP LCP Receive Configuration Request
09:38:29, 06 Apr.(53005.040000) PPP LCP Send Configuration Request
09:38:16, 06 Apr.(52991.820000) PTM over DSL is up
09:37:34, 06 Apr.(52950.140000) PTM over DSL is down after 50 minutes uptime

 

The PTM over DSL down is consistent

Product name:BT Home Hub
2. Serial number:xxxxxxxxxxxxxxxxxxxxxxx
3. Firmware version:Software version 4.7.5.1.83.8.264 (Type A) Last updated 04/03/19
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:10:06
6. Data rate:7200 / 36506
7. Maximum data rate:10100 / 47635
8. Noise margin:6.7 / 6.0
9. Line attenuation:23.5 / 22.3
10. Signal attenuation:23.4 / 21.8
11. Data sent/received:138.3 MB / 1.4 GB

 

I have tried to log a call via BT.COM and it consistently fails and so is the online chat. I have also tried to call BT and I was on hold for 30mins. I understand because of COVID that the staff are overwhelmed but can someone assist me because it's very frustrating.

Many thanks

Carl

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Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: BT HUB 5A dropping connection

@CarlMcNulty 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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