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SilverFir
Beginner
831 Views
Message 1 of 8

HH5 regular DSL dropouts

Hi, have stumbled across this forum in an attempt to understand (and rectify!) why our HH5 keeps losing DSL connection at least six or seven times each day, most recently around 10:40 this morning. It reconnects after a minute or two, funnily enough if I pick up the phone to call BT then it seems to reconnect more quickly, though that might be my cynicism talking. It is incredibly annoying! I have visions of little old ladies sat at a switchboard trying to manage too many users for the available lines, so they randomly disconnect one and see if anyone complains ...

Having read other threads I've tried the quiet line test, there's no noise. But many of the "solved" threads seem to go offline to private messaging, which doesn't help those of us in the same predicament.

Can anybody point me in the right direction? If you need to know 'stuff' in order to help, point me in the direction of what's needed, thanks. 

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7 REPLIES 7
pippincp
Distinguished Sage
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Message 2 of 8

Re: HH5 regular DSL dropouts

Can to post the conection stats from the hub, troubleshooting/helpdesk.

Connect to the test socket with filter to rule out a problem with faceplate or internal wiring and see if it stabalises.

Ensure no extentions (if any work).

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SilverFir
Beginner
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Message 3 of 8

Re: HH5 regular DSL dropouts

Will get the connection stats shortly.

We have the double socket faceplate (broadband goes into top, phone goes into middle), no filter, is there still going to be an appropriate test socket if I remove the main faceplate?
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SilverFir
Beginner
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Message 4 of 8

Re: HH5 regular DSL dropouts

1. Product name:BT Home Hub
2. Serial number:+068343+NQ42510095
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 15/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 02:10:14
6. Data rate:19978 / 68629
7. Maximum data rate:23444 / 70165
8. Noise margin:6.9 / 3.9
9. Line attenuation:16.2 / 14.1
10. Signal attenuation:16.0 / 14.1
11. Data sent/received:2.3 GB / 41.1 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-RHFG
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-RHFG-5
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:<removed>
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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pippincp
Distinguished Sage
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Message 5 of 8

Re: HH5 regular DSL dropouts

Yes if you remove the faceplate the test socket will be revealed. You will need a filter to connect to it though.

Your connection stats look good, is it just wireless that's dropping or does it also happen on wired connections?

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SilverFir
Beginner
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Message 6 of 8

Re: HH5 regular DSL dropouts

I'll have to get a filter, so don't wait for me - I may not respond for a couple of days!

Single wired connection also drops, it's not just loss of wireless. Next time it drops I'll dash to the phone and do a quiet line test at that exact moment, see if it's intermittent noise.

Appreciate your help on this, thanks.

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pippincp
Distinguished Sage
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Message 7 of 8

Re: HH5 regular DSL dropouts

No problem, it may be someone else who responds but someone will.

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Mustafa_Islam
Contributor
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Message 8 of 8

Re: HH5 regular DSL dropouts

If quite line is fine and there are no faults on ur line, then bin the terrible BT hub and buy a 3rd party one.

Buy from amazon or somewhere with a good return policy so if the problem still persists after a week or so, you can get a refund.
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