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rjg123
Beginner
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Message 1 of 23

BT Hub 5 reboots

Hi

 

Since having infinity installed I have been plagued by the Hub 5 rebooting itself. This happens almost every day and sometimes several times a day. I am certain it is rebooting as a radius log check shows the disconnection and local network access between my wired devices drops when this issue occurs so its not just the PPP or sync dropping but internal network access at the same time. When I look in the hub event log there is always activity in the TR069 area. 

 

 

21:27:02, 15 Dec.

( 194.430000) CWMP: session completed successfully
21:27:02, 15 Dec.( 194.180000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
21:26:58, 15 Dec.( 190.440000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:26:58, 15 Dec.( 190.430000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
21:26:56, 15 Dec.( 188.630000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
21:26:28, 15 Dec.( 160.120000) CWMP: session closed due to error: WGET TLS error
21:26:16, 15 Dec.( 147.140000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:26:16, 15 Dec.( 147.140000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
21:25:12, 15 Dec.( 83.960000) CWMP: session closed due to error: Could not resolve host
21:25:12, 15 Dec.( 83.940000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:25:12, 15 Dec.( 83.930000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
21:24:42, 15 Dec.( 53.730000) CWMP: session closed due to error: Could not resolve host
21:24:29, 15 Dec.( 40.260000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:24:29, 15 Dec.( 40.250000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
21:24:28, 15 Dec.( 39.850000) CWMP: Initializing transaction for event code 1 BOOT

 

Now there is the occasional TR069 entry when the router has not restarted, in those instances  there is no "could not resolve host" or any mention of "1 BOOT, 4 VALUE CHANGE" I would really like to know what is going on because to me it looks like Alcatel are doing some sort of firmware scan that is causing the router to reboot 9 times out of 10. If it was a line fault I would not expect my internal wired network to drop out with the connection drops. My router firmware is BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.173.1.6 and again this is my second HH5. 

 

Thanks

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22 REPLIES 22
Distinguished Guru
Distinguished Guru
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Message 2 of 23

Re: BT Hub 5 reboots

Try a pinhole reset of the hub. Paperclip or pin for 20 secs.

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rjg123
Beginner
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Message 3 of 23

Re: BT Hub 5 reboots

I have tried this with both HH5s but the issue persists.
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Distinguished Guru
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Message 4 of 23

Re: BT Hub 5 reboots

That has effectively ruled out the Homehub then.

 

Can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254

Lines 1-13 will be enough

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rjg123
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Message 5 of 23

Re: BT Hub 5 reboots

How has it ruled out the home hub? A radius log check proves ppp is dropping and my LAN drops at the exact same time, a stand alone PC cant get the GUI when it drops, so it is doing some form of reboot. Alcatel just happen to be doing some form of remote management everytime this happens.

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rjg123
Beginner
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Message 6 of 23

Re: BT Hub 5 reboots

Anyway there you go

 

1. Product name:BT Home Hub
2. Serial number:+076272+NQ42650705
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 11:48:07
6. Data rate:18044 / 71061
7. Maximum data rate:23498 / 86381
8. Noise margin:6.0 / 6.6
9. Line attenuation:0.0 / 17.6
10. Signal attenuation:0.0 / 17.6
11. Data sent/received:85.1 MB / 478.8 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
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Distinguished Guru
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Message 7 of 23

Re: BT Hub 5 reboots

Because 2 different ones have the same symptoms, that effectively rules out the Homehub.

I see your noise margin is raised on the downstream which indicates noise on the line.

Please try the quiet line test by dialling 17070 option 2 and see if you can hear any noise. The line should be silent.
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rjg123
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Message 8 of 23

Re: BT Hub 5 reboots

"Because 2 different ones have the same symptoms, that effectively rules out the Homehub."

Not if its a system at Alcatels end.

 

No line fault should be dropping the router LAN

 

I will do these test but can you explain why a line fault is dropping the router LAN please?

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Distinguished Guru
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Message 9 of 23

Re: BT Hub 5 reboots

So you're saying that Alcatel are targeting you and no-one else?

If the HH5 resyncs, the router will reset the PPPOE connection to update the IP profile.

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rjg123
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Message 10 of 23

Re: BT Hub 5 reboots

I am not saying Alcatel are "targeting" anyone.

Although looking online and on this forum a lot of people have this issue. I would assume the process of Alcatels software looking at the hub is automated. The hubs own logs indicate Alcatel are doing something when the problem occurs.

 

The PPP session can drop all it wants, I should still be able to maintain internal network connectivity and access the router GUI from a PC plugged into it.

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