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Kendo88
Aspiring Contributor
2,220 Views
Message 11 of 19

Re: Bt infinity - home hub 5 - dropping connection

Thanks for the advice. I'll have a look at the no-btagent firmware, I'll do some research as I'm assuming no links are allowed.

I'll monitor the line over the next 24 hours to see whether the disconnect is a one off. Any more issues I will try the different firmware.

Is it just me though, but whilst I am very capable of these modifications and such, why do I feel like I shouldn't have to be doing all of this to have a stable connection that I pay decent money for?
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Dantheman22
Aspiring Contributor
2,213 Views
Message 12 of 19

Re: Bt infinity - home hub 5 - dropping connection

I've had all these exact issues since I had infinity installed over a month ago, had 3 engineers out and the 4th is coming on Monday!! Fingers crossed!!!
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adrian109
Contributor
2,152 Views
Message 13 of 19

Re: Bt infinity - home hub 5 - dropping connection


@Dantheman22 wrote:
I've had all these exact issues since I had infinity installed over a month ago, had 3 engineers out and the 4th is coming on Monday!! Fingers crossed!!!

Did you get this fixed as I'm having the same problems with my Home Hub 5.

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Dantheman22
Aspiring Contributor
2,137 Views
Message 14 of 19

Re: Bt infinity - home hub 5 - dropping connection

Got to wait for the 4th engineers visit on Monday!
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dvmwj1
Newbie
2,069 Views
Message 15 of 19

Re: Bt infinity - home hub 5 - dropping connection

I had similar problem, HH5 would regularly drop connection, flashing orange light & broadband logo. Eventually was told there was a line fault, engineer replaced a load of cable in street and to cabinet. Connection now stable but my speed has been reduced to 12.76 on BT Infinity 1, less than half of the estimate (which was given on a poor quality line). I should be somewhere between 27 & 36 down.

 

Good luck with next visit, quiz engineer on cabling from your house to cabinet, does it go via another connection/hub.

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stoem
Newbie
1,039 Views
Message 16 of 19

Re: Bt infinity - home hub 5 - dropping connection

Same problem here. I've been passed from pillar to post, filed a complaint only to be told that this is normal. 

They have told me that it's acceptable that my IP gets refreshed several times a day and the connection 'briefly' drops. It's not acceptable to me though as I am paying for BT TV and work from home, so a dropped connection (sometimes twice in a 1 hour time window) is just not good enough. 

 

I previously had a stable connection on DSL for months at a time.

 

What can I do? BT closed my complaint, yet previously told me that the connection should not drop when the IP gets refreshed. They also told me that the HH5 is faulty and sent me a new one - same issue of course...

 

I cannot understand why, even on a static IP, I need a new IP several times a day especially when I am using the net or in the middle of an iPlayer program.

 

Any advice on how to get someone at BT to help out with this would be much appreciated. Here's a brief snippet from my WAN logs.

 

21:36:36, 20 Apr.(101867.910000) PPPoE is up -​ Down Rate=33478000Kbps, Up Rate=9752000Kbps; SNR Margin Down=8.4dB, Up=6.1dB
21:36:36, 20 Apr.(101867.890000) CHAP authentication successful
21:36:36, 20 Apr.(101867.810000) CHAP Receive Challenge
21:36:36, 20 Apr.(101867.810000) Starting CHAP authentication with peer
21:36:36, 20 Apr.(101867.810000) PPP LCP Receive Configuration ACK
21:36:36, 20 Apr.(101867.790000) PPP LCP Send Configuration Request
21:36:36, 20 Apr.(101867.790000) PPP LCP Receive Configuration Reject
21:36:36, 20 Apr.(101867.790000) PPP LCP Send Configuration ACK
21:36:36, 20 Apr.(101867.790000) PPP LCP Receive Configuration Request
21:36:36, 20 Apr.(101867.780000) PPP LCP Send Configuration Request
21:35:43, 20 Apr.(101814.930000) PTM over DSL is up
21:35:05, 20 Apr.(101776.600000) PTM over DSL is down after 50 minutes uptime
21:35:05, 20 Apr.(101776.590000) PPPoE is down after 49 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
21:35:00, 20 Apr.(101771.560000) PPP LCP Send Termination Request [User request]
20:45:22, 20 Apr.(98794.000000) WAN operating mode is VDSL
20:45:22, 20 Apr.(98794.000000) Last WAN operating mode was VDSL
20:45:21, 20 Apr.(98792.400000) PPP IPCP Receive Configuration ACK
20:45:21, 20 Apr.(98792.380000) PPP IPCP Send Configuration Request
20:45:21, 20 Apr.(98792.380000) PPP IPCP Receive Configuration NAK
20:45:21, 20 Apr.(98792.300000) PPP IPCP Send Configuration ACK
20:45:21, 20 Apr.(98792.300000) PPP IPCP Receive Configuration Request
20:45:21, 20 Apr.(98792.280000) PPP IPCP Send Configuration Request
20:45:19, 20 Apr.(98790.870000) PPPoE is up -​ Down Rate=33478000Kbps, Up Rate=9719000Kbps; SNR Margin Down=8.4dB, Up=6.2dB
20:45:19, 20 Apr.(98790.860000) CHAP authentication successful
20:45:19, 20 Apr.(98790.790000) CHAP Receive Challenge
20:45:19, 20 Apr.(98790.790000) Starting CHAP authentication with peer
20:45:19, 20 Apr.(98790.790000) PPP LCP Receive Configuration ACK
20:45:19, 20 Apr.(98790.770000) PPP LCP Send Configuration Request
20:45:19, 20 Apr.(98790.770000) PPP LCP Receive Configuration Reject
20:45:19, 20 Apr.(98790.770000) PPP LCP Send Configuration ACK
20:45:19, 20 Apr.(98790.770000) PPP LCP Receive Configuration Request
20:45:19, 20 Apr.(98790.760000) PPP LCP Send Configuration Request
20:44:27, 20 Apr.(98738.290000) PTM over DSL is up
20:43:49, 20 Apr.(98701.160000) PTM over DSL is down after 51 minutes uptime
20:43:49, 20 Apr.(98700.290000) PPPoE is down after 50 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
20:43:43, 20 Apr.<<<<<<<<<<<<<<<<<<<< Limit of wan log >>>>>>>>>>>>>>>>>>>>
20:43:43, 20 Apr.(98695.160000) PPP LCP Send Termination Request [User request]
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Distinguished Guru
1,035 Views
Message 17 of 19

Re: Bt infinity - home hub 5 - dropping connection

Can you post your helpdesk data from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254 or http://bthomehub.home or http://bthub.home

Please miss out any data you don't want to post

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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Buzzaki
Newbie
743 Views
Message 18 of 19

Re: Bt infinity - home hub 5 - dropping connection

This link no longer works. I could use the help.

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Distinguished Sage
Distinguished Sage
739 Views
Message 19 of 19

Re: Bt infinity - home hub 5 - dropping connection

the hub links do still work



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