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Caerphilly
Contributor
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Message 1 of 49

BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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Software version 4.7.5.1.83.8.222.1.1 | Last updated 14/02/16

BT Home Hub 5 (Type A) is disconnecting / rebooting all the time. Speeds are very slow!

I have checked my wires, rebooted hub, reset hub, you name it but the problem is still there. I have been on PC for 15+ years and know that the connections in my home and to my PC and 2x Laptops which I ran the test on are running fine.

The problem is with your latest hub update!

Download Speeds dropped from 40+ to now getting 20+. On the BT forums I have read that lots of others BT users are experiencing this problem.

I have been a loyal BT Infinity customers for a few years now but never had this problem before. If there is no fix can you please send me a new homehub 5, if that does not work... I will have to leave.

I am paying for a service that is not working!

Forum help would be very much apprechiated.

 

Thank you

 

//--------------------------//--------------------------

I have tried phoning BT helpline for several days now but on 3 accasions they hung up on me and other times it just rings off and does not answer.

Question: What can I do next?

Event Log
Recorded events

Time and date Message
10:01:55, 02 Mar. (118760.280000) Admin login successful by 192.168.1.66 on HTTP
09:51:15, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.66]:58892-​>[191.232.139.118]:443 on ppp3)
09:39:45, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.66]:58991-​>[74.125.206.188]:5228 on ppp3)
09:39:29, 02 Mar. IN: BLOCK [16] Remote administration (UDP [185.94.111.1]:34061-​>[86.160.230.173]:161 on ppp3)
09:35:16, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.66]:58991-​>[74.125.206.188]:5228 on ppp3)
09:35:22, 02 Mar. (117167.860000) CWMP: session completed successfully
09:35:22, 02 Mar. (117167.660000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
09:35:14, 02 Mar. (117159.110000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
09:35:14, 02 Mar. (117159.100000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
09:35:12, 02 Mar. (117157.120000) WAN operating mode is VDSL
09:35:12, 02 Mar. (117157.120000) Last WAN operating mode was VDSL
09:35:10, 02 Mar. (117155.690000) PPP IPCP Receive Configuration ACK
09:35:10, 02 Mar. (117155.690000) PPP IPCP Send Configuration Request
09:35:10, 02 Mar. (117155.680000) PPP IPCP Receive Configuration NAK
09:35:10, 02 Mar. (117155.680000) PPP IPCP Send Configuration ACK
09:35:10, 02 Mar. (117155.680000) PPP IPCP Receive Configuration Request
09:35:10, 02 Mar. (117155.330000) PPP IPCP Send Configuration Request
09:35:09, 02 Mar. (117154.110000) PPPoE is up -​ Down Rate=33478Kbps, Up Rate=8147Kbps; SNR Margin Down=9.4dB, Up=6.0dB
09:35:09, 02 Mar. (117154.100000) CHAP authentication successful
09:35:08, 02 Mar. (117153.590000) CHAP Receive Challenge
09:35:08, 02 Mar. (117153.590000) Starting CHAP authentication with peer
09:35:08, 02 Mar. (117153.590000) PPP LCP Receive Configuration ACK
09:35:08, 02 Mar. (117153.580000) PPP LCP Send Configuration Request
09:35:08, 02 Mar. (117153.580000) PPP LCP Receive Configuration Reject
09:35:08, 02 Mar. (117153.580000) PPP LCP Send Configuration ACK
09:35:08, 02 Mar. (117153.580000) PPP LCP Receive Configuration Request
09:35:08, 02 Mar. (117153.580000) PPP LCP Send Configuration Request
09:34:24, 02 Mar. (117109.580000) CWMP: session closed due to error: No response
09:34:24, 02 Mar. (117109.250000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
09:34:24, 02 Mar. (117109.240000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
09:34:18, 02 Mar. (117103.990000) PTM over DSL is up
09:33:52, 02 Mar. (117078.000000) CWMP: session closed due to error: No response
09:33:51, 02 Mar. (117076.780000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
09:33:51, 02 Mar. (117076.770000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
09:33:51, 02 Mar. (117076.360000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
09:33:49, 02 Mar. (117074.360000) PTM over DSL is down after 28 minutes uptime
09:33:49, 02 Mar. (117074.360000) PPPoE is down after 27 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
09:33:46, 02 Mar. (117071.510000) PPP LCP Send Termination Request [User request]
09:20:41, 02 Mar. IN: ACCEPT [57] Connection closed (Port Forwarding: TCP [192.168.1.150]:443 <-​-​> [86.184.104.245]:443 -​ -​ -​ [209.126.116.147]:42670 CLOSED/SYN_SENT ppp3 NAPT)
09:18:41, 02 Mar. IN: ACCEPT [54] Connection opened (Port Forwarding: TCP [192.168.1.150]:443 <-​-​> [86.184.104.245]:443 -​ -​ -​ [209.126.116.147]:42670 CLOSED/SYN_SENT ppp3 NAPT)
09:13:32, 02 Mar. IN: BLOCK [16] Remote administration (UDP [185.94.111.1]:37922-​>[86.184.104.245]:161 on ppp3)
09:08:59, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.66]:58853-​>[64.233.166.188]:5228 on ppp3)
09:07:06, 02 Mar. (115471.030000) Admin login successful by 192.168.1.66 on HTTP
09:06:46, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.73]:49223-​>[191.232.139.80]:443 on ppp3)
09:06:45, 02 Mar. BLOCKED 1 more packets (because of First packet is Invalid)
09:06:44, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.66]:58843-​>[191.232.139.118]:443 on ppp3)
09:06:29, 02 Mar. (115434.900000) CWMP: session completed successfully
09:06:29, 02 Mar. (115434.700000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
09:06:20, 02 Mar. (115425.090000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
09:06:20, 02 Mar. (115425.080000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
09:06:18, 02 Mar. (115423.050000) WAN operating mode is VDSL
09:06:18, 02 Mar. (115423.050000) Last WAN operating mode was VDSL
09:06:16, 02 Mar. (115421.610000) PPP IPCP Receive Configuration ACK
09:06:16, 02 Mar. (115421.600000) PPP IPCP Send Configuration Request
09:06:16, 02 Mar. (115421.600000) PPP IPCP Receive Configuration NAK
09:06:16, 02 Mar. (115421.600000) PPP IPCP Send Configuration ACK
09:06:16, 02 Mar. (115421.600000) PPP IPCP Receive Configuration Request
09:06:16, 02 Mar. (115421.600000) PPP IPCP Send Configuration Request
09:06:15, 02 Mar. (115420.370000) PPPoE is up -​ Down Rate=33478Kbps, Up Rate=8144Kbps; SNR Margin Down=9.6dB, Up=6.1dB
09:06:15, 02 Mar. (115420.360000) CHAP authentication successful
09:06:15, 02 Mar. (115420.250000) CHAP Receive Challenge
09:06:15, 02 Mar. (115420.250000) Starting CHAP authentication with peer
09:06:15, 02 Mar. (115420.240000) PPP LCP Receive Configuration ACK
09:06:15, 02 Mar. (115420.240000) PPP LCP Send Configuration Request
09:06:15, 02 Mar. (115420.240000) PPP LCP Receive Configuration Reject
09:06:15, 02 Mar. (115420.240000) PPP LCP Send Configuration ACK
09:06:15, 02 Mar. (115420.240000) PPP LCP Receive Configuration Request
09:06:15, 02 Mar. (115420.240000) PPP LCP Send Configuration Request
09:05:31, 02 Mar. (115376.540000) CWMP: session closed due to error: No response
09:05:28, 02 Mar. (115373.950000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
09:05:28, 02 Mar. (115373.940000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
09:05:25, 02 Mar. (115370.110000) PTM over DSL is up
09:04:57, 02 Mar. (115342.810000) CWMP: session closed due to error: No response
09:04:57, 02 Mar. (115342.780000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
09:04:57, 02 Mar. (115342.770000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
09:04:57, 02 Mar. (115342.340000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
09:04:55, 02 Mar. (115340.500000) PTM over DSL is down after 40 minutes uptime
09:04:55, 02 Mar. (115340.500000) PPPoE is down after 39 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
09:04:52, 02 Mar. (115337.640000) PPP LCP Send Termination Request [User request]
09:01:25, 02 Mar. IN: BLOCK [16] Remote administration (TCP [222.186.15.120]:6000-​>[109.152.105.4]:22 on ppp3)
08:39:34, 02 Mar. (113819.150000) Device disconnected: Hostname: Chloe-​PC IP: 192.168.1.74 MAC: ac:d1:b8:ef:70:ab
08:39:34, 02 Mar. ath00: STA ac:d1:b8:ef:70:ab IEEE 802.11: Client disassociated
08:39:34, 02 Mar. ath00: STA 00:1b:29:52:40:68 IEEE 802.11: WiFi registration failed
08:36:23, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.74]:61443-​>[191.232.139.90]:443 on ppp3)
08:30:53, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61553-​>[50.19.103.232]:80 on ppp3)
08:30:29, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.66]:58776-​>[64.233.167.188]:5228 on ppp3)
08:28:41, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61566-​>[54.243.111.67]:443 on ppp3)
08:28:38, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61553-​>[50.19.103.232]:80 on ppp3)
08:28:38, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61555-​>[104.16.19.35]:80 on ppp3)
08:28:34, 02 Mar. BLOCKED 6 more packets (because of First packet is Invalid)
08:28:32, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61544-​>[192.33.31.52]:443 on ppp3)
08:28:32, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61524-​>[192.33.31.52]:443 on ppp3)
08:28:32, 02 Mar. BLOCKED 1 more packets (because of First packet is Invalid)
08:28:30, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61518-​>[192.33.31.52]:443 on ppp3)
08:28:30, 02 Mar. BLOCKED 1 more packets (because of First packet is Invalid)
08:28:29, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61522-​>[192.33.31.52]:443 on ppp3)
08:28:14, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.66]:58776-​>[64.233.167.188]:5228 on ppp3)
08:26:27, 02 Mar. BLOCKED 1 more packets (because of First packet is Invalid)
08:26:26, 02 Mar. BLOCKED 2 more packets (because of First packet is Invalid)
08:26:25, 02 Mar. BLOCKED 1 more packets (because of First packet is Invalid)
08:26:23, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61553-​>[50.19.103.232]:80 on ppp3)
08:26:23, 02 Mar. BLOCKED 1 more packets (because of First packet is Invalid)
08:26:23, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61555-​>[104.16.19.35]:80 on ppp3)
08:26:22, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61557-​>[216.58.198.100]:80 on ppp3)
08:26:19, 02 Mar. BLOCKED 6 more packets (because of First packet is Invalid)
08:26:17, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61544-​>[192.33.31.52]:443 on ppp3)
08:26:17, 02 Mar. BLOCKED 2 more packets (because of First packet is Invalid)
08:26:16, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61543-​>[54.192.3.181]:80 on ppp3)
08:26:16, 02 Mar. BLOCKED 3 more packets (because of First packet is Invalid)
08:26:15, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61518-​>[192.33.31.52]:443 on ppp3)
08:26:15, 02 Mar. BLOCKED 7 more packets (because of First packet is Invalid)
08:26:14, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61530-​>[216.58.198.99]:80 on ppp3)
08:26:14, 02 Mar. BLOCKED 4 more packets (because of First packet is Invalid)
08:26:14, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61522-​>[192.33.31.52]:443 on ppp3)
08:26:06, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61514-​>[216.58.213.163]:443 on ppp3)
08:26:04, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61510-​>[216.58.198.99]:443 on ppp3)
08:26:00, 02 Mar. BLOCKED 2 more packets (because of First packet is Invalid)
08:25:58, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61502-​>[216.58.198.110]:443 on ppp3)
08:25:57, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61499-​>[216.58.198.99]:443 on ppp3)
08:25:56, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61489-​>[216.58.198.99]:443 on ppp3)
08:25:55, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61506-​>[66.102.1.239]:443 on ppp3)
08:25:55, 02 Mar. BLOCKED 4 more packets (because of First packet is Invalid)
08:25:55, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61498-​>[216.58.198.109]:443 on ppp3)
08:25:55, 02 Mar. (113000.180000) CWMP: session completed successfully
08:25:54, 02 Mar. (112999.930000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
08:25:44, 02 Mar. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.74]:61565-​>[54.192.2.109]:443 on ppp3)
08:25:44, 02 Mar. (112989.060000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
08:25:44, 02 Mar. (112989.060000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
08:25:41, 02 Mar. (112986.920000) WAN operating mode is VDSL
08:25:41, 02 Mar. (112986.920000) Last WAN operating mode was VDSL
08:25:40, 02 Mar. (112985.390000) PPP IPCP Receive Configuration ACK
08:25:40, 02 Mar. (112985.270000) PPP IPCP Send Configuration Request
08:25:40, 02 Mar. (112985.270000) PPP IPCP Receive Configuration NAK
08:25:40, 02 Mar. (112985.150000) PPP IPCP Send Configuration ACK
08:25:40, 02 Mar. (112985.150000) PPP IPCP Receive Configuration Request
08:25:40, 02 Mar. (112985.070000) PPP IPCP Send Configuration Request
08:25:38, 02 Mar. (112983.760000) PPPoE is up -​ Down Rate=33478Kbps, Up Rate=7805Kbps; SNR Margin Down=7.3dB, Up=5.9dB
08:25:38, 02 Mar. (112983.750000) CHAP authentication successful

goes on and on...........

48 REPLIES 48
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Taco1
Beginner
4,074 Views
Message 2 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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I am having the same issue and there is no doubt that it is this software update that is the culprit but BT don't seem to want to acknowledge the issue. I have had a rock solid stable connection since November and following the software update can't stay connected for more than an hour or two. 

jamesho
Aspiring Contributor
4,025 Views
Message 3 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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In event log, go to "Boot" section, do you see a lot of watchdog reset? 

 

Mine got updated on the 22 Feb, have been rebooting every few hours everyday since.

 

I contacted support and got sent another BT home hub 5A yesterday.

 

 

Screen Shot 2016-02-28 at 14.54.04.png

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Distinguished Sage
4,002 Views
Message 4 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/
if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
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Caerphilly
Contributor
3,992 Views
Message 5 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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Checker screen shot:

Untitled.png


Speed tester:

Untitled2.png


Stats:

1. Product name:BT Home Hub
2. Serial number:+068343+NQ52509486
3. Firmware version:Software version 4.7.5.1.83.8.222.1.1 (Type A) Last updated 14/02/16
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 01:02:28
6. Data rate:7699 / 33478
7. Maximum data rate:8123 / 29704
8. Noise margin:6.4 / 1.8
9. Line attenuation:31.5 / 21.9
10. Signal attenuation:30.6 / 20.7
11. Data sent/received:94.6 MB / 2.8 GB
12. Broadband username:bthomehub@btbroadband.com

 

 

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Caerphilly
Contributor
3,988 Views
Message 6 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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I have been with BT for a couple of years.

SCREENIE FROM 2011-2012 where I was getting faster speeds on infinity 1. 

 

I am posting these details with image below to show that my line can perform better than its current state.

 

see image below taken: 1.6.2012
Download 40.93 (capped at 43.55)
Upload 6.56 (capped at 20)
5ebxqw.png

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Distinguished Sage
Distinguished Sage
3,987 Views
Message 7 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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Are you using the test socket with a new filter?  If not can you connect to the test socket with a new filter and then post the router stats please 



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
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Caerphilly
Contributor
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Message 8 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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I am using the same test socket as I did in my following post from 2011-2012. 

 

Do my line stats look good or bad?

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Sage
Sage
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Message 9 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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Your alleged screenie from 2011 shows an Infinity 2 connection, not Infinity 1. The 20Mbps upload profile is the giveaway.

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Caerphilly
Contributor
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Message 10 of 49

Re: BT Home Hub 5 (Type A) Disconnections / Rebooting since the last update

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I did not have infinity 2 back then. check my past forum threads, that screenie is legit from infnity 1.

 

My question is why has my line got so much worse? shouldnt BT be improving over the years?

 

I am not here for an argument from something thats going off topic to why my current line is poor/hub is disconnecting.

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