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happysteveo
Aspiring Contributor
346 Views
Message 1 of 22

Help Please: BT Fibre connection dropping out

Hi all,

We have had fibre for some years now, over the last year I have noticed the connection stopping a lot more, leading to me manually disconnecting and reconnecting to the wifi to get a web page to start loading, for example.

Can anyone suggest what we can do please? 

21 REPLIES 21
albertj
Aspiring Expert
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Message 2 of 22

Re: Help Please: BT Fibre connection dropping out

Does this happen over ethernet?
What colour does the hub go during these problems?
Can you dial 17070, option 2 with corded phone. Should be silent between announcements.
Also post hub stats:
Go to 192.168.1.254 in browser
HH6- then advanced settings then technical log information
HH5- then troubleshooting then helpdesk

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Distinguished Sage
Distinguished Sage
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Message 3 of 22

Re: Help Please: BT Fibre connection dropping out

Post hub stats  if hh6 then advanced setting GSM then technical log information 

Check for line noise  dial 17070 option 2 should be silent and best with corded phone 



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happysteveo
Aspiring Contributor
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Message 4 of 22

Re: Help Please: BT Fibre connection dropping out

My Home Hub My Services

 Internet:Broadband username:BT Wi-fi Status:BT Access Control:

 
 Connected 
 
 bthomehub@btbroadband.com 
 
 Active 
 
 Disabled 

My Home Network

Devices currently connected to your BT Home Hub:

NetworkDeviceMAC Address IP Address  

2.4GHz Wireless:unknown_68:57:2D:5C:7E:6068:57:2D:5C:7E:60192.168.1.112 
5GHz Wireless:amazon-23425535240:B4:CD:97:39:7A192.168.1.106
 
 Steves-MacBookF0:18:98:65:FF:F3192.168.1.91 
 Stevens-iPhoneB0:19:C6:BB:85:ED192.168.1.123 
Ethernet:No devices detected   
USB:No devices detected  

 

1. Product Name: HomeHub5

2. Serial number: +076284+1441000929

3. Firmware version: v0.07.08.11237-BT (Type B) Last updated 23/4/2019

4. Board version: 01

5. WAN: PPP connected

6. Data sent/received: 403.1 MB / 7.7 GB

7. Broadband username: bthomehub@btbroadband.com

8. BT Wi-fi: Yes

9. 2.4GHz wireless network/SSID: BTHub5-3SMP

10. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))

11. 2.4GHz wireless security: WPA2 Only (Recommended)

12. 2.4GHz wireless channel: 2

13. 5GHz wireless network/SSID: BTHub5-3SMP

14. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))

15. 5GHz wireless security: WPA2 Only (Recommended)

16. 5GHz wireless channel: Automatic (Smart Wireless)

17. Firewall: Default18. MAC Address:

18:83:bf:c8:d4:83

19. Software variant: -

20. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014)

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happysteveo
Aspiring Contributor
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Message 5 of 22

Re: Help Please: BT Fibre connection dropping out

Thank you both.  I've not managed to replicate the issue via ethernet as it happens so randomly and all of our devices don't have ethernet sockets.

Randomly I saw the HH light go yellow the other day, but before I knew it it went back to blue.  The next time the connection dropped out I check the colour and it was blue.

I dialled 17070 and it was silent between announcements.

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Sage
Sage
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Message 6 of 22

Re: Help Please: BT Fibre connection dropping out

Can you post the hub stats.

HH5- troubleshooting/helpdesk

happysteveo
Aspiring Contributor
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Message 7 of 22

Re: Help Please: BT Fibre connection dropping out

Information for Helpdesk agents
When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request

1. Product Name: HomeHub5
2. Serial number: +076284+1441000929
3. Firmware version: v0.07.08.11237-BT (Type B) Last updated 23/4/2019
4. Board version: 01
5. WAN: PPP connected
6. Data sent/received: 423.0 MB / 9.5 GB
7. Broadband username: bthomehub@btbroadband.com
8. BT Wi-fi: Yes
9. 2.4GHz wireless network/SSID: BTHub5-3SMP
10. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
11. 2.4GHz wireless security: WPA2 Only (Recommended)
12. 2.4GHz wireless channel: 2
13. 5GHz wireless network/SSID: BTHub5-3SMP
14. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
15. 5GHz wireless security: WPA2 Only (Recommended)
16. 5GHz wireless channel: Automatic (Smart Wireless)
17. Firewall: Default
18. MAC Address: 18:83:bf:c8:d4:83
19. Software variant: -
20. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014)
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happysteveo
Aspiring Contributor
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Message 8 of 22

Re: Help Please: BT Fibre connection dropping out

Can someone help please?

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Distinguished Sage
Distinguished Sage
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Message 9 of 22

Re: Help Please: BT Fibre connection dropping out

There are no connection stats showing down/up speed and noise margin  in what you posted 

enter your phone number and post results.   https://www.dslchecker.bt.com/adsl/adslchecker.welcome



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happysteveo
Aspiring Contributor
156 Views
Message 10 of 22

Re: Help Please: BT Fibre connection dropping out

 

Our records show the following FTTP network service information for these premises:- Single Dwelling Unit Residential UG Feed with no anticipated issues.

 

ONT exists with active service. A spare port is available. A new ONT may be ordered.

 

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

This line is on a Market A Exchange.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

 

Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Oct-2013; the Formal Retirement date for IPstream is from 30-Jun-2014.

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check.

Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.

Featured Products

Downstream Line Rate(Mbps)

 

Upstream Line Rate(Mbps)

 

Downstream Range(Mbps)

WBC FTTP Availability Date

FTTP Install Process

 

 

WBC FTTP

Upto 1000

 

Upto 220

 

--

Available

2 Stage

--

 

ADSL Products

Downstream Line Rate(Mbps)

 

Upstream Line Rate(Mbps)

 

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

 

WBC ADSL 2+

Up to 15

 

--

 

12.5 to 17.5

Available

--

--

 

ADSL Max

Up to 8

 

--

 

7 to 8

Available

--

--

 

WBC Fixed Rate

2

 

--

 

--

Available

--

--

 

Fixed Rate

2

 

--

 

--

Available

--

--

 

Other Offerings

 

 

 

 

 

Availability Date

 

 

 

VDSL Multicast

--

 

--

 

--

Available

--

--

 

ADSL Multicast

--

 

--

 

--

Available

--

--

 

Premise environment

Status

 

 

 

 

 

 

 

 

Bridge Tap

U

 

 

 

 

 

 

 

 

VRI

N

 

 

 

 

 

 

 

 

NTEFaceplate

N

 

 

 

 

 

 

 

 

Last Test Date

22-11-2019

 

 

 

 

 

 

 

 

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