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JackGJones
Contributor
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Message 1 of 11

Broadband drop outs

So i have been a customer with BT basically all my life as an adult. I have BT infinity highest package you can get etc etc. However recently as of last night my hub will randomly disconnect from the internet an reset its self it has happened numerous times. Today its happened 4 times so far which is very frustrating as i work from home. I have done the usual test line checks etc noise on the line which all appear to be fine. Im not sure why this randomly started but was wondering if anyone had solutions. Thank you

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Distinguished Sage
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Message 2 of 11

Re: Broadband drop outs

have you tried a factory reset by pressing the button on back and holding for 20/30 secs until lights flash

can you post hub stats



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JackGJones
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Message 3 of 11

Re: Broadband drop outs

I have just done a Factory reset of the hub will monitor it. Here are the results from the hub. Bare in mind my up time as of recent has only been a couple hours before it resets itself.

 

Serial number:

+084316+NQ70539966

Firmware version:

SG4B1000E016

Firmware updated:

08-May-2019

Board version:

1.0

Gui version:

1.105.0

DSL uptime:

0 Days, 0 Hours 2 Minutes 56 Seconds

Data rate:

11.82 Mbps / 78.33 Mbps

Maximum data rate:

11821 / 80865

Noise margin:

6 dB / 3.6 dB

Line attenuation:

20.8 dB

Signal attenuation:

0 dB / 20.8 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

0 MB Uploaded / 1 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-WRCF

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-WRCF

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A4:08:F5:A3:16:E5

Software variant:

-

Boot loader:

7.33.1

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Distinguished Sage
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Message 4 of 11

Re: Broadband drop outs

Low connection presumably result of factory reset

your connection stats look good with G.INP still active and showing no sign at all of all the drops in connection stats that have happened



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JackGJones
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Message 5 of 11

Re: Broadband drop outs

Yeah took these stats after the factory reset so will keep you posted an message or send stats again if it drops again an going by the trend likely later this evening.

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JackGJones
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Message 6 of 11

Re: Broadband drop outs

Dropped out again after being up for 18 hours dropped to flashing orange light like the box was restarting itself. 

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JackGJones
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Message 7 of 11

Re: Broadband drop outs


Theses are the stats as of the drop out


Serial number:

+084316+NQ70539966

Firmware version:

SG4B1000E016

Firmware updated:

08-May-2019

Board version:

1.0

Gui version:

1.105.0

DSL uptime:

-

Data rate:

/

Maximum data rate:

0 / 67848

Noise margin:

0 dB / -0.4 dB

Line attenuation:

20.8 dB

Signal attenuation:

0 dB / 20.8 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

509 MB Uploaded / 15479 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-WRCF

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-WRCF

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A4:08:F5:A3:16:E5

Software variant:

-

Boot loader:

7.33.1

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Distinguished Sage
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Message 8 of 11

Re: Broadband drop outs

is there any line noise which would cause the drops?

dial 17070 option 2 should be silent and best with corded phone from test socket



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JackGJones
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Message 9 of 11

Re: Broadband drop outs

No no phone or line noise at all doing that. I had a very similar issue last year where we had to have a broadband engineer sent out an he changed wiring inside the house as he said it looked like it not been checked in decades an then said that the Exchange box outside was a mess an had to change things around.

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Distinguished Sage
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Message 10 of 11

Re: Broadband drop outs

if your landline is ok and no noise at test socket then phone 151 and get engineer visit as you appear to have covered all you can do



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