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fairview-neil
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Message 1 of 22

HH5 constantly dropping connection and restarting

I have a HH5 which drops the broadband connection and restarts itself approximately once or twice per day, sometimes more frequently. This seems to have got worse since the speed was increased (the BT Wholesale Benchmark says I'm getting around 68 Mbps). Any ideas where to start?

 

 

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Distinguished Sage
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Message 2 of 22

Re: HH5 constantly dropping connection and restarting

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/

If you have a Homehub 5 can you post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

or

If you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

If you have tried connecting to the master socket test socket and your problem is still there it would indicate that if there is a line fault it is not with your side of the master socket and you would not be liable for an engineer call out fee.

When you use the test socket make sure that any telephone extensions you have are "dead". There should be no dial tone at any of your extensions. If they have a dial tone it means you have star wiring and that is not good for Infinity.
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Message 3 of 22

Re: HH5 constantly dropping connection and restarting

can you post stats from your hh5

 

are you using the test socket with a filter to see if that helps by eliminating your internal wiring  check all extension sockets do not have a dial tone

 

try quiet line test  dial 17070 option 2  should be quiet and best with corded phone



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fairview-neil
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Message 4 of 22

Re: HH5 constantly dropping connection and restarting

Version:1.0 StartHTML:000000230 EndHTML:000017666 StartFragment:000000477 EndFragment:000017618 StartSelection:000000504 EndSelection:000017608 SourceURL:http://www.dslchecker.bt.com/adsl/ADSLChecker.TelephoneNumberOutput BT Broadband

Telephone Number nnnnnnnnnnnnnn on Exchange ASHLEY is served by Cabinet 7

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateWBC FTTC 18x2 Provide AvailabilityWBC FTTC 18x2 Sim AvailabilityLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date       ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date     Left in JumperOther Offerings     Availability Date       Premise environmentStatus
VDSL Range A (Clean)5540106.635Available--------
VDSL Range B (Impacted)4429.49.34.922.4Available--------
FTTP on Demand33030--Available--------
WBC ADSL 2+Up to 18.5--15.5 to 21.5Available--------
WBC ADSL 2+ Annex MUp to 18.5Up to 1.515.5 to 21.5Available--------
ADSL MaxUp to 8--7 to 8Available--------
Fixed Rate2 ----Available--------
VDSL Multicast------Available--------
ADSL Multicast------Available--------
Bridge TapN       
VRIN       
NTEFaceplateN       
Last Test Date19-05-2017       
 
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fairview-neil
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Message 5 of 22

Re: HH5 constantly dropping connection and restarting

Version:1.0 StartHTML:000000239 EndHTML:000005775 StartFragment:000001075 EndFragment:000005632 StartSelection:000001075 EndSelection:000005632 SourceURL:http://speedtest.btwholesale.com/PerformanceTesterWS/check_test_completed.doTest Result

1. Best Effort Test: -provides background information.

 Download Speed
 67.97 Mbps
  
0 Mbps70.16 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 67.97 Mbps
 For your connection, the acceptable range of speedsis 27.5 Mbps-70.16 Mbps .
 Additional Information:
 IP Profile for your line is - 70.16 Mbps

2. Upstream Test: -provides background information.

 Upload Speed
 11.98 Mbps
  
0 Mbps10 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 11.98Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
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fairview-neil
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Message 6 of 22

Re: HH5 constantly dropping connection and restarting

1. Product Name: HomeHub5

2. Serial number: +076286+1542003477

3. Firmware version: v0.07.06.01239-BT (Type B) Last updated 7/3/2017

4. Board version: 01

5. VDSL uptime: 0 days, 22:01:22

6. Data Rate: 15455 / 76335

7. Maximum Data Rate: 15279 / 77217

8. Noise Margin: 5.6 / 3.3

9. Line Attenuation: 30.2 / 21.8

10. Signal Attenuation: 0.0 / 0.0

11. Data sent/received: 762.2 MB / 8.5 GB

12. Broadband username: bthomehub@btbroadband.com

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Distinguished Sage
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Message 7 of 22

Re: HH5 constantly dropping connection and restarting

What about using test socket and quiet line test



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fairview-neil
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Message 8 of 22

Re: HH5 constantly dropping connection and restarting

Quite line test is not silent (a very slight, quiet constant hum) but not crackly or noisy with pops or clicks.

 

As regards testing with the master socket, I will need a bit more time to organise due to its position behind some furniture however it has a VDSL faceplate that I fitted earlier this year when the hub was giving similar symptoms originally. I thought the two extensions in the house were to blame then and the faceplate improved the duration between restarts to around fortnightly.

 

Thanks for the suggestions.

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 9 of 22

Re: HH5 constantly dropping connection and restarting

Hub resets about every 14 days is not uncommon and is nothing to worry about as it will not affect your connection speed. Using the test socket eliminates any problems with your internal wiring assuming any extension sockets are connected to the faceplate of master socket and not connected elsewhere



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fairview-neil
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Message 10 of 22

Re: HH5 constantly dropping connection and restarting

Thanks. I wish it was fortnightly, it is now once or twice every day.

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