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jingies
Aspiring Contributor
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Message 1 of 23

BT infinity hub requires multiple resets daily

In the last few weeks our BT hub has started to fail and all devices connected are not able to access the internet despite having fine wireless connections to the hub.  If I turn the hub off and on again it works fine, but this is only a temporary fix and needs to be repeated each time the external connection fails.

 

When I run the online diagnostic test using my phone number it doesn't report any problems.

 

Any suggestions?

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Distinguished Sage
Distinguished Sage
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Message 2 of 23

Re: BT infinity hub requires multiple resets daily

Try a factory reset of the hub using recessed button on the back


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jingies
Aspiring Contributor
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Message 3 of 23

Re: BT infinity hub requires multiple resets daily

I've just reset the hub using the recessed button, I'll see if this has any affect.

Is this different than resetting the hub by disconnecting to power?
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Distinguished Sage
Distinguished Sage
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Message 4 of 23

Re: BT infinity hub requires multiple resets daily

Yes
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jingies
Aspiring Contributor
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Message 5 of 23

Re: BT infinity hub requires multiple resets daily

This morning the connection failed and I used the recessed button to reset the router.

The connection has failed again this evening, so that didn't fix it.
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Distinguished Guru
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Message 6 of 23

Re: BT infinity hub requires multiple resets daily

Is this just a wireless problem?
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jingies
Aspiring Contributor
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Message 7 of 23

Re: BT infinity hub requires multiple resets daily

No. Most devices connect to hub wirelessly but wired devices also can't connect. Each of the wireless devices is connecting to the hub, but can't access the Internet.
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Distinguished Guru
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Message 8 of 23

Re: BT infinity hub requires multiple resets daily

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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jingies
Aspiring Contributor
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Message 9 of 23

Re: BT infinity hub requires multiple resets daily

I assume by hh5 you mean home hub 5? I don't have one of those, judging by the Google pictures I have a home hub 3.

I can't see what you're asking for on the troubleshooting tab.
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Distinguished Guru
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Message 10 of 23

Re: BT infinity hub requires multiple resets daily

Yes, that's what I meant, sorry.

 

In order to rule out the Homehub as potentially being the device responsible for your problems, you can connect the Openreach modem directly to the PC and see if the connection improves.

To do that follow these steps:

Step 1: Remove the homehub from the modem cable

Step2: Connect your pc/laptop to the modem via the cable instead

Step3: Open network and sharing centre on windows and click set up a new connection or network

Step4: Connect to the internet then click make a new connection Broadband PPPoE

Step5: Username bthomehub@btbroadband.com and the password as BT

Step6: connect, If it doesn't,keep pressing try again until it does.


However, please note that this will stop any other access apart from the PC

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If you found this post helpful, please click on the star on the left
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