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HadesR
Aspiring Contributor
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Message 1 of 14

HH5 frequent disconnects since the recent Firmware update.

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Good afternoon.

 

I've seen a few people already post about this .. Well add me to the list.

 

Since the recent update on the 13th my HH5A has suffered from frequent disconnects.

Sometimes it remains connected for 5-6 hours and other times it 2 or 3 times in 30minutes.

 

Quiet line test comes back all clear as does the service status check.

 

Since the update the Down noise margin has also lowered and sits around 3-4.

 

But I have noticed it will change quite regularly and will eventually drop to a minus number and then DC.

 

HH5 Helpdesk info below.

 

Thankyou for any help.

 

HH5

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13 REPLIES 13
Distinguished Sage
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Message 2 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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Try a factory reset of the hub using the pin hole on the back of the hub
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HadesR
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Message 3 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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I had thought about that ..

 

But IIRC I've seen on a couple of threads that it removes the logs that the HUB team might need if a Mod becomes involved .. Is that the case ? 

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Distinguished Sage
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Message 4 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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it will clear the logs but it is no problem as the logs soon fill up again over a few hours use the factory reset is suggested as it resolves most hub problems
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HadesR
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Message 5 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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Ok .

 

Thankyou for the clarification Smiley Happy

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HadesR
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Message 6 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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Four more Dc's overnight .. 

 

Tried a factory reset and will see how it goes over the next 24hrs

 

 

Edit: It might be nothing or it might be a symptom rather than a cause.

 

At the reset the Down noise margin was at 4.1 .. Over the next hour it dropped to 1.5 .. Then bounced back up to 4 and now fluctuates between 0.9 and 2.

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Distinguished Sage
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Message 7 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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That suggests a possible line fault

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call
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HadesR
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Message 8 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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Quiet line test  is quiet. 

Service status line check comes back as fine. No ongoing faults in the area.

BT line test comes back with no fault.

 

 

But historically we have had intermititent noise on the line issues for over 2 years With 4 engineer visits over that time though.

 

But each time they have been they have been unable to detect a fault or hear a noise ( Due to it's intermittency and since they don't accept recorded noise as a confirmation of a fault)

 

And can't afford to keep paying the £140 just because it's not making a noise for the 10mins they are here. 

 

But the line has been stable for months and seems more than a coincidence that this bout of issues began at the same time as the firmware update and with zero line noise issues.

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HadesR
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Message 9 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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3 Dc's in the past 24 hour period.

 

So I'm assuming the Factory reset didn't help

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outy
Aspiring Expert
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Message 10 of 14

Re: HH5 frequent disconnects since the recent Firmware update.

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Mine updated on Thursday was good till Sunday now resets,factory reset doesn't work huh wow great so we get to have a hub playing up great,I wonder if hh5 b does it? Also does hh5b have Ipv6 active now does anyone know.
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