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paxy
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Message 1 of 38

Home Hub 6A Keeps Disconnecting / Restarting

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I have a Home Hub 6A which keeps dropping connection / restarting.  Engineers have checked the line, done a lift-and-shift and changed the faceplate.  But keeps 'dropping'.  Any definitive way of telling if the router is crashing (it's a brand new router sent by BT to help solve the problem) or if it is the line?

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licquorice
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Message 2 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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Look in the event log and see if there are any DSL events.

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paxy
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Message 3 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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Thx - what should I filter on to see those please?

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licquorice
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Message 4 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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If you filter on WAN you should see them. But it is probably better not to filter and see if there are indications of the hub re-booting around the same time. You are looking for a DSL link down event with nothing preceding it that would cause the link to go down if that makes sense.

Something like below where I deliberately disconnected the line a couple of days ago.

dsllinkdown.jpg

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paxy
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Message 5 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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So the one I found looks like the whole hub restarted. Does that point to a faulty hub or could the hub be restarting due to a line issue (if are they ‘clever’ enough to do that).

I have another HH6 to try today ...
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paxy
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Message 6 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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Tried another HH6A - still disconnecting. Router seems to be restarting rather than just the line going down (both counters reset).

Can anyone offer any advice or support on next steps please? I’m getting nowhere with telephone support who insist there is no problem - but router restarting every few hours can’t be normal?
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licquorice
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Message 7 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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It certainly sounds like a hub problem rather than a line problem but a bit strange if you are getting the same with 2 hubs.

You could try the universal cure-all of a factory reset of the hub by pressing the recessed button with a pin for about 20 seconds until the lights flash  to see if that helps, don't forget to turn off smart setup and split the wifi again afterwards.

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paxy
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Message 8 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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Thx - much appreciated- I will give that a go and report back.
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paxy
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Message 9 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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Sadly no different - Seem to be getting:-

00:00:36, 01 Jan.

:WDG Laststatus:: # Current boot was caused by Power Reset

Could there be something on my network causing the HH6 to crash and reboot?!

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imjolly
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Message 10 of 38

Re: Home Hub 6A Keeps Disconnecting / Restarting

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Can you post stats from hh6. Advanced settings then technical log information 

is there any noise on quiet line test with corded phone

can you connect to the test socket with a filter even if you have a filtered master and see if helps your stability. When in test socket check no dial tone at any extension socket



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