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Distinguished Guru
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Message 11 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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There were a couple of reports of a similar problem yesterday https://community.bt.com/t5/BT-Infinity-Speed-Connection/Cannot-log-in/td-p/1462148

 

I suggest you try a factory reset of the hub
http://bt.custhelp.com/app/answers/detail/a_id/11386/~/how-do-i-reset-my-bt-home-hub-to-its-factory-...

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Distinguished Sage
Distinguished Sage
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Message 12 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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any problems shown for your exchnage  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/



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Message 13 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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No problems on exchange when I put in postcode. Already tried a factory reset a few times.

What I wonder is what the BT operator did when they logged into my homehub remotely yesterday and fixed the problem instantly. The operator I spoke to today refused to do the same thing, and wouldn't disclose what network problems there were after a line test, it made me think he had no idea and just passed on the problem because it was taking too long to sort out. He went from saying they'll send out a new hub to I have to pay 130 pouuds for someone to come out to finally acknowleging it as real network problem and that I'd get a callback from a specialist....
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Distinguished Sage
Distinguished Sage
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Message 14 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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The normal changes when helpdesk login to you hub are changing wireless channels but that would not make hub connect to internet.

The £130 is not a charge to get engineer visit but they need to advise you that if you get engineer visit and problem found to be in your home with the internal wiring or classified your responsibility then you may get charged If it is openreach responsibility the visit is free


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Message 15 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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To update, I'm able to connect to the Internet now, basically coinciding with the same time it came back on last night, but still getting random disconnections.

 

I did think it was strange when the operator said, "I'll login remotely to your hub", and then it fixed the problem a few seconds later, I also thought they could only really change wireless settings and do basic things.

 

I understand the £130 charge, it was just that the operator was switching what he said every 10 seconds, and couldn't decide where the blame lay, and communicating badly what was going to happen next.

 

I guess I'll discover the real problem when the "specialist technician" calls me. Maybe it's the hub, maybe something going on with the local exchange...

 

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Distinguished Guru
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Message 16 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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If you have a Homehub 5, 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

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

 

Helpdesk.png

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Distinguished Sage
Distinguished Sage
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Message 17 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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Would that be the same data in message 7.

Distinguished Guru
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Message 18 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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Yeah that's the one. It will be interesting to compare before and after.
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Message 19 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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The intermittent problem is a internet disconnect every 18-20 minutes. Hub connects back straight away after briefly showing the orange light.

 

Here's the helpdesk stats requested again.

 

  1. Product name: BT Home Hub
  2. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 11/02/15
  3. Board version: BT Hub 5A
  4. DSL uptime: 0 days, 00:02:55
  5. Data rate: 8496 / 37615
  6. Maximum data rate: 11375 / 51714
  7. Noise margin: 6.6 / 7.0
  8. Line attenuation: 22.3 / 20.4
  9. Signal attenuation: 21.4 / 20.4
  10. Data sent/received: 159.8 MB / 5.6 GB
  11. Broadband username: bthomehub@btbroadband.com
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Distinguished Guru
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Message 20 of 20

Re: Can't connect to Internet - Network Line Fault Confirmed

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As you can see your data rate and your noise margin have reduced. This is probably as a result of increased noise on your line, which is also causing the disconnections. This is often caused by a line fault which will need an engineer to resolve.

However, before you call an engineer I suggest you try connecting the Homehub to the test socket inside the master socket and see if that fixes it. If so you probably have a fault with your extension wiring. If not, the fault is more likely to be outside your control.
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