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Adeseye
Aspiring Contributor
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Message 1 of 13

BT HUB 6 Randomly Restarts ( Please Help)

Hi everyone for the past 3 months (May 2019 - Present Day), my BT Hub has been restarting randomly from about 9pm to 2am initially but now its randomly and got worse.

I have been back and forth with customer service for the past 3 months, they claim there is a fault with the telephone line but once the BT engineer gets to my home. They run test and find no fault, this is what has been happening no fix.

A week ago I called for engineer to visit, he recommended I get I get  BT hub 6 well that did not fix the issue either, now today an engineer visited ( 23/07/2019). Said the same no issue found, did test etc

Couple of hours after on the same day my bt hub 6 randomly restarted again this time 3 times in a raw, internet speed drops from 65mb to about 22mb.

I joined  BT since 2013 I have never for once experienced this can of problem until I searched online for answers, I'm here to look for a permanent fix.

I'm frustrated at this point searching for fix, can anyone please share there experience and how this can get resolved please....

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Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

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

A noisy line will cause errors and force the home hub to restart.

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Adeseye
Aspiring Contributor
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Message 3 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

Thanks for your response, there was alot of noise between the announcements. What do you advise I do next?

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Distinguished Sage
Distinguished Sage
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Message 4 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

If there is noise on your line you need to report a telephone fault. Do not mention your broadband or they may take you down the wrong fault route.

Once the noisy line has been rectified your broadband should improve.

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Adeseye
Aspiring Contributor
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Message 5 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

Thank you, I will do that and keep you updated cheers.
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Adeseye
Aspiring Contributor
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Message 6 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

Just to update you, the engineer has been to my property after about an hour he found what the issue was. According to him there where breaks in the telephone lines outside of my property, so he resolved the issue so far looks good.

I did a noise test got no noise clear has it should be internet looks good but I noticed a drop in speed doing a speed test I will have to call them up for that.

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Distinguished Sage
Distinguished Sage
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Message 7 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

were you doing btspeedtester with a wired connection not wireless?

can you post hub stats?



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Adeseye
Aspiring Contributor
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Message 8 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

I hope this is what you need? I removed IP' address for obvious reasons

 

This is a quick overview of your BT Smart Hub's status.
Connection status:
Connected


BT Broadband /
BT Infinity /
BT Infinity 3 and 4 :
BT Infinity
Downstream sync speed:
58.45 Mbps
Upstream sync speed:
17.85 Mbps
Network uptime:
0 Days, 0 Hours 57 Minutes
Broadband IP address:

Default gateway:

Primary DNS:

Secondary DNS:

System uptime:
0 Days, 1 Hours 32 Minutes
Serial number:

Firmware version:
SG4B1000E016
Firmware updated:
18-Jul-2019
BT Wi-fi status:
Active

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Sage
Sage
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Message 9 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

That's the status page which does not give all the required info.

You need to go to advanced settings/technical log/information.

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Adeseye
Aspiring Contributor
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Message 10 of 13

Re: BT HUB 6 Randomly Restarts ( Please Help)

here you go 

 

roduct name:

BT Hub 6A

Serial number:

+084316+NQ91761290

Firmware version:

SG4B1000E016

Firmware updated:

18-Jul-2019

Board version:

1.0

Gui version:

1.105.0

DSL uptime:

0 Days, 0 Hours 9 Minutes 17 Seconds

Data rate:

17.75 Mbps / 58.46 Mbps

Maximum data rate:

17747 / 60842

Noise margin:

6.1 dB / 6.4 dB

Line attenuation:

17.3 dB

Signal attenuation:

0 dB / 17.3 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

50 MB Uploaded / 179 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-N3GJ

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-N3GJ

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

80:20:DA:DA:BF:BB

Software variant:

-

Boot loader:

9.2.0

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