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Anim
Beginner
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Message 1 of 8

HomeHub 5 needs reset button 10 times a month

Hi All

 

Our BT Homehub light turns orange at least 10 times a month (from looking at log reset times).  This has been happening for about 2 months now.

 

Anything I can report here to help diagnose why?

 

Many thanks

 

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7 REPLIES 7
imjolly
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Message 2 of 8

Re: HomeHub 5 needs reset button 10 times a month

can you post stats from your hub

 

are you using test socket with a filter to see if that help connection stability

 

try quiet line test  dial 17070 option 2  should be quiet and best with corded phone



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Anim
Beginner
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Message 3 of 8

Re: HomeHub 5 needs reset button 10 times a month

Hi there, thanks for replying

 

What stats from the hub would you like?  There are many options in that log that can be filtered etc

We do not have a wired landline phone anywhere so can not test that really

 

Thanks

 

 

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pippincp
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Message 4 of 8

Re: HomeHub 5 needs reset button 10 times a month

The stats from troubleshooting/helpdesk.

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john46
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Message 5 of 8

Re: HomeHub 5 needs reset button 10 times a month

It could be a noisy line causing the problem but until a phone is connected you will never know and for £5.00 you could save a £129.99 engineer charge
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Anim
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Message 6 of 8

Re: HomeHub 5 needs reset button 10 times a month

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: BT Home Hub

2. Serial number: +068342+NQ35034827

3. Firmware version: Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 12/07/17

4. Board version: BT Hub 5A

5. DSL uptime: 0 days, 23:17:32

6. Data rate: 19999 / 76343

7. Maximum data rate: 26006 / 78527

8. Noise margin: 15.2 / 3.8

9. Line attenuation: 6.6 / 7.0

10. Signal attenuation: 6.5 / 7.0

11. Data sent/received: 1.7 GB / 49.7 GB

12. Broadband username: bthomehub@btbroadband.com

13. BT Wi-fi: No

14. 2.4 GHz Wireless network/SSID: xxxx

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: xxxx

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: xxxxxxxxxx

24. Modulation: G.993.2 Annex B

25. Software variant: AA

26. Boot loader: 1.0.0

 

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imjolly
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Message 7 of 8

Re: HomeHub 5 needs reset button 10 times a month

have you or are you connected to test socket with filter to eliminate your internal wiring as causing a problem?

 

you need to do quiet line test and a noisy line could be cause of disconenctions  as @john46 said a £5 investment could save you £130 callout fee



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Anim
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Message 8 of 8

Re: HomeHub 5 needs reset button 10 times a month

I am in the process of finding a landline phone to do this test.  Will report back in a few days to update. 

 

Thanks everybody for the help, would like to get this sorted.

 

Cheers

 

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