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curiousfellow
Aspiring Expert
239 Views
Message 1 of 2

Home Hub 6 frequent disconnects - from the horse's (BT's) mouth

Having got hacked off enough with the frequent disconnect, I finally spoke to support and raised a complaint. Ive been on Infinity for about 8 years. For almost 7 years, it's been rock solid and the best decision I made to switch from BT ADSL. The last year and a bit has been shocking.

BT's 'advice' was to restart the HH6 'every 30' days as this will ensure the HH is 'updated regularly with new firmware.' And, if you 'restart' the HH every 30 days, this will help prevent frequent disconnects and means your connectioned sessions will last longer. Erm?

Im sorry but I get the usual nonesense about this. My connection used to be rock stable and support 54mbps. It's now down to 49.79mbps and disconnects after anything  between 16 hours and 30+ days.

BT will not accept that since the installation of another Openreach cabinet next to the one Im connected to, it is just mere coincidence that my Infinity has deteriorated since, despite using their Home Hub.

Oh, I can take a chance of having to pay 85 quid for an engineer to come and check 'my installation' and only pay up if no issue with 'my installation' is found. Yeah right. There is no 'my installation,' it's the original install BT did using the supplied HH and cables that came with it.

In any event, after 8 years continuous service, I dont see why I and other similarly long service customers shouldnt get this free.

1 REPLY 1
imjolly
Distinguished Sage
Distinguished Sage
233 Views
Message 2 of 2

Re: Home Hub 6 frequent disconnects - from the horse's (BT's) mouth

there is no charge for engineer visit if does not find any fault or if there is a fault it in not on your side of the master socket  any internal extension wiring is the home owners responsibility

Never heard that one about restarting every 30 days - I just leave mine running and normally only drops if power cut or firmware update


in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem



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