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Viffer800
Aspiring Contributor
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Message 1 of 10

Infinity via HH5 constantly dropping the connection

Been experiencing an intermittent dropped connection several times every day for about 3 weeks.

 

Have ruled out other devices as the dropouts still happen when everything that is connected to the hub (Smart TV, Sky+) are turned off

 

Get exactly the same symptoms with both a W10 PC and a W7 laptop connected via Netgear Powerline plugs.  

 

The wired connection icon disappears from the Notification Area and the wifi icon replaces it.  However, there is no connection and web pages cannot load.

 

Not sure if pressing the HH5 Reset button actually does any good because by the time the blue light returns (it never actually changes on the hub when teh connection drops) the wired connection icon reappears in the Notification Area.  i.e. I don't don't ned to do anything because the connection and icon return within 1-2 mins.

 

There have been no computer setup or hardware configuration changes that could have caused this intermittent problem to start about 3 weeks ago

 

ADSL filters are fitted in all phone sockets.  All cables are properly connected.

 

BT.com diagnostics indicate no problem but when I have a connection allowing the BT.com webpages to load I wouldn't.  i.e. if the connection is down I can't access the diagnostics.  Bit of a Catch 22

  

A search of this forum and the wwww generally suggest a dropped connection is not a unique problem.

 

Anyone got any suggestions as to a cause or more importantly a solution?

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Moderator
Moderator
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Message 2 of 10

Re: Infinity via HH5 constantly dropping the connection

Hi @Viffer800,

 

Welcome to the community forum. I'm sorry you're experiencing issues with your connection. Can you try the quiet line test dial 17070 option 2, the next time the connection drops? If you hear any noise or interference this could indicate a fault with the telephone service.

 

Would you be able to post your router stats as shown in Broadband - Top Tips to get help on the forum. This will help to give an indication of what your connection is doing.

 

Thanks

 

PaddyB

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Viffer800
Aspiring Contributor
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Message 3 of 10

Re: Infinity via HH5 constantly dropping the connection

Hi Paddy

Thank you. I will update the thread when the connection drops again.

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Viffer800
Aspiring Contributor
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Message 4 of 10

Re: Infinity via HH5 constantly dropping the connection

Which it has unfortunately just done .......

 

The HH5 blue light did not not go out and the wired connection icon in the Notiication Area of my PC did not change this time.  As mentioned above, the connection usually comes back it took longer before doing so this time.  This concerns me as it it getting more frequent and for longer  

 

The info you requested is as follows:-

 

Quiet Line Test - No noise heard

 

Logs - The tabs/info/logs do not appear exactly as described in the linked web page (i.e. no specifically named Technical Log) but I think this is the info you have requested

 

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:+068543+NQ45021625
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 11/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:11:58
6. Data rate:19978 / 63941
7. Maximum data rate:23760 / 66174
8. Noise margin:7.3 / 4.7
9. Line attenuation:20.8 / 14.3
10. Signal attenuation:21.0 / 14.3
11. Data sent/received:0.9 MB / 1.8 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:XXXXXXXX
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:XXXXXXXX
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:18:1e:78:2b:b5:8a
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0

 

 

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Viffer800
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Message 5 of 10

Re: Infinity via HH5 constantly dropping the connection

And here is the Event Log if it helps

 

Recorded events

Time and date             Message

15:20:16, 15 Sep.          OUT: BLOCK [7] ICMP replay (ICMP type 3 code 3 192.168.1.97-​>216.58.201.14 on ppp3)

15:20:08, 15 Sep.          OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.97]:65483-​>[162.125.64.3]:443 on ppp3)

15:19:34, 15 Sep.          IN: BLOCK [15] Default policy (TCP [79.189.185.194]:33562-​>[86.189.220.130]:23 on ppp3)

15:19:29, 15 Sep.          IN: BLOCK [15] Default policy (TCP [185.130.212.234]:17-​>[86.189.220.130]:888 on ppp3)

15:19:04, 15 Sep.          OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.97]:64027-​>[65.55.223.31]:40001 on ppp3)

15:19:03, 15 Sep.          BLOCKED 2 more packets (because of Default policy)

15:19:03, 15 Sep.          OUT: BLOCK [15] Default policy (First packet in connection is not a SYN packet: TCP [192.168.1.97]:49598-​>[40.77.226.246]:443 on ppp3)

15:18:44, 15 Sep.          IN: BLOCK [16] Remote administration (TCP [103.89.89.148]:50586-​>[86.189.220.130]:22 on ppp3)

15:18:41, 15 Sep.          ( 157.750000) CWMP: session completed successfully

15:18:41, 15 Sep.          IN: BLOCK [15] Default policy (TCP [199.117.180.44]:443-​>[86.189.220.130]:38895 on ppp3)

15:18:39, 15 Sep.          ( 156.120000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

15:18:39, 15 Sep.          ( 155.460000) Lease for IP 192.168.1.93 renewed by host android-​40e7e588eb6703b6 (MAC xx:xx:xx:xx:xx). Lease duration: 1440 min

15:18:39, 15 Sep.          ( 155.460000) Device connected: Hostname: android-​40e7e588eb670xxx IP: 192.168.1.93 MAC: xx:xx:xx:xx:xx Lease time: 1440 min. Link rate: 50.6 Mbps

15:18:39, 15 Sep.          ( 155.370000) Lease requested

15:18:37, 15 Sep.          BLOCKED 1 more packets (because of Packet invalid in connection)

15:18:37, 15 Sep.          ath00: STA e0:98:61:c6:06:59 IEEE 802.11: Client associated

15:18:36, 15 Sep.          ( 153.010000) Lease for IP 192.168.1.71 renewed by host Nexus7 (MAC xx:xx:xx:xx:xx). Lease duration: 1440 min

15:18:36, 15 Sep.          ( 153.010000) Device connected: Hostname: Nexus7 IP: 192.168.1.71 MAC: xx:xx:xx:xx:xx Lease time: 1440 min. Link rate: 39.0 Mbps

15:18:36, 15 Sep.          ( 152.940000) Lease requested

15:18:36, 15 Sep.          IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [88.221.17.60]:443-​>[86.189.220.130]:49570 on ppp3)

15:18:35, 15 Sep.          ath00: STA 10:bf:48:ca:e6:e9 IEEE 802.11: Client associated

15:18:32, 15 Sep.          ( 149.310000) NTP synchronization success!

15:18:32, 15 Sep.          IN: BLOCK [16] Remote administration (TCP [58.218.205.102]:9090-​>[86.189.220.130]:22 on ppp3)

15:18:32, 15 Sep.          ath00: STA e0:98:61:c6:06:59 IEEE 802.11: Client disassociated

15:18:28, 15 Sep.          ( 145.190000) Device disconnected: Hostname: android-​40e7e588eb6703b6 IP: 192.168.1.93 MAC: xx:xx:xx:xx:xx

15:18:28, 15 Sep.          ath00: STA 10:bf:48:ca:e6:e9 IEEE 802.11: Client disassociated

15:18:27, 15 Sep.          ( 144.670000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

15:18:27, 15 Sep.          ( 144.660000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'

15:18:22, 15 Sep.          ( 138.840000) NTP synchronization start

15:18:21, 15 Sep.          ( 137.910000) WAN operating mode is VDSL

15:18:21, 15 Sep.          ( 137.910000) Last WAN operating mode was VDSL

15:18:20, 15 Sep.          ( 136.800000) PPP IPCP Receive Configuration ACK

15:18:19, 15 Sep.          ( 136.630000) PPP IPCP Send Configuration Request

15:18:19, 15 Sep.          ( 136.620000) PPP IPCP Receive Configuration NAK

15:18:19, 15 Sep.          ( 136.530000) PPP IPCP Send Configuration ACK

15:18:19, 15 Sep.          ( 136.530000) PPP IPCP Receive Configuration Request

15:18:19, 15 Sep.          ( 136.360000) PPP IPCP Send Configuration Request

15:18:18, 15 Sep.          ( 135.450000) PPPoE is up -​ Down Rate=63941Kbps, Up Rate=19978Kbps; SNR Margin Down=4.9dB, Up=7.3dB

15:18:18, 15 Sep.          ( 135.440000) CHAP authentication successful

15:18:18, 15 Sep.          ( 135.200000) CHAP Receive Challenge

15:18:18, 15 Sep.          ( 135.150000) Starting CHAP authentication with peer

15:18:18, 15 Sep.          ( 135.150000) PPP LCP Receive Configuration ACK

15:18:18, 15 Sep.          ( 135.020000) PPP LCP Send Configuration Request

15:18:18, 15 Sep.          ( 135.020000) PPP LCP Receive Configuration Reject

15:18:18, 15 Sep.          ( 134.940000) PPP LCP Send Configuration ACK

15:18:18, 15 Sep.          ( 134.940000) PPP LCP Receive Configuration Request

15:18:18, 15 Sep.          ( 134.890000) PPP LCP Send Configuration Request

15:18:12, 15 Sep.          ( 129.290000) Admin login successful by 192.168.1.97 on HTTP

15:17:50, 15 Sep.          ( 107.380000) Lease for IP 192.168.1.93 renewed by host android-​40e7e588eb6703b6 (MAC xx:xx:xx:xx:xx). Lease duration: 1440 min

15:17:50, 15 Sep.          ( 107.380000) Device connected: Hostname: android-​40e7e588eb6703b6 IP: 192.168.1.93 MAC: xx:xx:xx:xx:xx Lease time: 1440 min. Link rate: 54.3 Mbps

15:17:50, 15 Sep.          ( 107.290000) Lease requested

15:17:46, 15 Sep.          ( 103.440000) Lease for IP 192.168.1.93 renewed by host android-​40e7e588eb6703b6 (MAC xx:xx:xx:xx:xx). Lease duration: 2 min

15:17:46, 15 Sep.          ( 103.420000) Lease requested

15:17:46, 15 Sep.          ath00: STA e0:98:61:c6:06:59 IEEE 802.11: Client associated

15:17:45, 15 Sep.          ( 102.460000) Lease for IP 192.168.1.93 renewed by host android-​40e7e588eb6703b6 (MAC xx:xx:xx:xx:xx). Lease duration: 2 min

15:17:45, 15 Sep.          ( 102.440000) Lease requested

15:17:35, 15 Sep.          ( 91.950000) CWMP: session closed due to error: Could not resolve host

15:17:23, 15 Sep.          ( 79.990000) PTM over DSL is up

15:17:20, 15 Sep.          ( 77.360000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

15:17:20, 15 Sep.          ( 77.350000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'

15:16:55, 15 Sep.          ( 51.750000) Lease for IP 192.168.1.71 renewed by host Nexus7 (MAC xx:xx:xx:xx:xx). Lease duration: 1440 min

15:16:55, 15 Sep.          ( 51.750000) Device connected: Hostname: Nexus7 IP: 192.168.1.71 MAC: xx:xx:xx:xx:xxLease time: 1440 min. Link rate: 39.0 Mbps

15:16:54, 15 Sep.          ( 51.580000) Lease requested

15:16:53, 15 Sep.          ( 50.410000) Lease for IP 192.168.1.88 renewed by host Moto-​G4 (MAC xx:xx:xx:xx:xx). Lease duration: 1440 min

15:16:53, 15 Sep.          ( 50.400000) Device connected: Hostname: Moto-​G4 IP: 192.168.1.88 MAC: xx:xx:xx:xx:xx Lease time: 1440 min. Link rate: 81.5 Mbps, 15 Sep.          ( 50.220000) Lease requested

15:16:52, 15 Sep.          ath00: STA 10:bf:48:ca:e6:e9 IEEE 802.11: Client associated

15:16:50, 15 Sep.          ( 47.080000) New GUI session from IP 192.168.1.97

15:16:50, 15 Sep.          ( 46.900000) CWMP: session closed due to error: Could not resolve host

15:16:50, 15 Sep.          ath10: STA 68:c4:4d:93:62:37 IEEE 802.11: Client associated

15:16:41, 15 Sep.          ( 38.440000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

15:16:41, 15 Sep.          ( 38.430000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'

15:16:40, 15 Sep.          ( 37.620000) CWMP: Initializing transaction for event code 1 BOOT

15:16:39, 15 Sep.          ( 36.070000) WiFi auto selected channel 48

15:16:39, 15 Sep.          ( 36.070000) 36-​94::40-​94::44-​93::48-​94::52-​93::56-​92::60-​92::64-​92::100-​91::104-​91::108-​92::112-​93::116-​93::120-​94::124-​94::128-​96

15:16:39, 15 Sep.          ( 36.060000) 5 GHz Wireless: Rescan, Reason: 'Restart'

15:16:39, 15 Sep.          ( 36.060000) WiFi auto selected channel 6

15:16:39, 15 Sep.          ( 36.060000) 1-​98::2-​97::3-​97::4-​97::5-​98::6-​97::7-​98::8-​99::9-​99::10-​100::11-​98::12-​99::13-​98

15:16:39, 15 Sep.          ( 36.060000) 2.4 GHz Wireless: Rescan, Reason: 'Restart'

15:16:39, 15 Sep.          ( 36.060000) Wire Lan Port 1 up

15:16:38, 15 Sep.          ( 35.260000) WAN Auto-​sensing running.

15:16:33, 15 Sep.          ( 30.270000) System up, firmware version: 4.7.5.1.83.8.236.1.2 (Type A)

15:16:30, 15 Sep.          ( 27.480000) WPA2 mode selected

15:16:30, 15 Sep.          ( 27.480000) WPS disabled

15:16:28, 15 Sep.          ( 25.140000) WPA2 mode selected

15:16:28, 15 Sep.          ( 25.140000) WPS disabled

15:16:19, 15 Sep.          ( 16.600000) System start Button press

15:15:34, 15 Sep.          (455270.620000) PPP LCP Send Termination Request [User request]

15:15:32, 15 Sep.          (455268.400000) Reset button pressed. BT Home Hub is going to reboot!

15:15:32, 15 Sep.          (455268.400000) The system is going DOWN for reboot.

15:15:32, 15 Sep.          ath00: STA 00:e0:4c:17:9a:31 IEEE 802.11: Client disassociated

15:15:31, 15 Sep.          (455267.890000) Lease for IP 192.168.1.98 renewed by host ​Dell-​7010 (MAC xx:xx:xx:xx:xx). Lease duration: 1440 min

15:15:31, 15 Sep.          (455267.800000) Lease requested

15:15:31, 15 Sep.          (455267.140000) Lease for IP 192.168.1.98 renewed by host Dell-​7010 (MAC xx:xx:xx:xx:xx). Lease duration: 1440 min

15:15:31, 15 Sep.          (455267.050000) Lease requested

15:15:31, 15 Sep.          ath00: STA 00:e0:4c:17:9a:31 IEEE 802.11: Client associated

15:15:31, 15 Sep.          ath00: STA 00:e0:4c:17:9a:31 IEEE 802.11: Client disassociated

15:15:30, 15 Sep.          ath00: STA 00:e0:4c:17:9a:31 IEEE 802.11: Client associated

15:15:29, 15 Sep.          (455265.220000) Lease for IP 192.168.1.98 renewed by host Dell-​7010 (MAC xx:xx:xx:xx:xx). Lease duration: 1440 min

15:15:29, 15 Sep.          (455265.130000) Lease requested

 



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Viffer800
Aspiring Contributor
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Message 6 of 10

Re: Infinity via HH5 constantly dropping the connection

Bump

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Moderator
Moderator
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Message 7 of 10

Re: Infinity via HH5 constantly dropping the connection

Hi @Viffer800,

 

I'll be able to take a look at your connection and run a few checks on your line. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

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Viffer800
Aspiring Contributor
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Message 8 of 10

Re: Infinity via HH5 constantly dropping the connection

Hi Paddy

 

Done and thank you.

 

Enquiry Ref is 170919-*****

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Viffer800
Aspiring Contributor
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Message 9 of 10

Re: Infinity via HH5 constantly dropping the connection

A bit like my BB connection.  It's gone quiet again

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Moderator
Moderator
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Message 10 of 10

Re: Infinity via HH5 constantly dropping the connection

Hi @Viffer800,

 

Thanks for posting. I'm really sorry for the delay in getting back to you. We're very busy at present so it's taking longer than expected to reply. I've checked our queue and you're almost at the top so it won't be long now.

Cheers

David

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