Re: BT infinity hub requires multiple resets daily

jingies · ‎02-02-2015

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?

imjolly · ‎02-02-2015

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

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jingies · ‎03-02-2015

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?

licquorice · ‎03-02-2015

Yes

jingies · ‎03-02-2015

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.

ray_dorset · ‎03-02-2015

Is this just a wireless problem?

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jingies · ‎03-02-2015

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.

ray_dorset · ‎03-02-2015

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 · ‎03-02-2015

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.

ray_dorset · ‎03-02-2015

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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