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JTilbury91
Beginner
515 Views
Message 1 of 23

New Installation, No Connection

Hi all,

 

Got a confirmation text and email yesterday saying that my infinity 2 is now active.

 

Plugged HH5 into master BT socket as directed and turned it on.

 

Cycles through lights and eventually settles on a solid orange power light with intermittent orange broadband icon. The orange broadband icon cycles on and off at a rate of about once a minute.

 

I can connect via wireless to the router and was able to access the logs below.

 

Can anyone help? Is this an issue at my end or has my line simply not been activated?

 

1. Product name: BT Home Hub
2. Serial number: +068543+NQ50105203
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:10:05
6. Data rate: 14993 / 39993
7. Maximum data rate: 32424 / 96651
8. Noise margin: 18.4 / 22.0
9. Line attenuation: 8.2 / 9.7
10. Signal attenuation: 8.1 / 9.7
11. Data sent/received: 9.9 MB / 4.3 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: No
14. 2.4 GHz Wireless network/SSID: BTHub5-XRJ3
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: BTHub5-XRJ3
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: 44:e9:dd:51:b6:f0
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

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22 REPLIES 22
Distinguished Sage
513 Views
Message 2 of 23

Re: New Installation, No Connection

it sounds like you are not yet activated call 08001114567
JTilbury91
Beginner
511 Views
Message 3 of 23

Re: New Installation, No Connection

Do the logs I have posted confirm that the line, while not active, is functional? 

 

I ask because the previous tenant had some bizzare arrangement of cables around the master socket and I was concerned that my line itself may have been damaged.

 

Thanks for the quick response!

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Distinguished Sage
Distinguished Sage
510 Views
Message 4 of 23

Re: New Installation, No Connection

Something is working as hub shows 4+gb downloaded



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JTilbury91
Beginner
505 Views
Message 5 of 23

Re: New Installation, No Connection

Yep, that was my assumption as well; it also gives a figure for DSL uptime. 

 

I will ring BT as advised.

 

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Distinguished Sage
Distinguished Sage
501 Views
Message 6 of 23

Re: New Installation, No Connection

Try ONE factory reset of the homehub by pressing a pin into the recess button on the rear for about 20 seconds.

JTilbury91
Beginner
494 Views
Message 7 of 23

Re: New Installation, No Connection

Tried the factor reset as advised.

 

The figure of 4.3GB received was immediately present, surely this should not have persisted through a factory reset?

 

 

1. Product name: BT Home Hub
2. Serial number: +068543+NQ50105203
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:03:05
6. Data rate: 14993 / 39993
7. Maximum data rate: 32313 / 96287
8. Noise margin: 18.4 / 22.0
9. Line attenuation: 8.2 / 9.7
10. Signal attenuation: 8.1 / 9.7
11. Data sent/received: 11.8 MB / 4.3 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: No
14. 2.4 GHz Wireless network/SSID: BTHub5-XRJ3
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: BTHub5-XRJ3
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: 44:e9:dd:51:b6:f0
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

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Distinguished Sage
Distinguished Sage
490 Views
Message 8 of 23

Re: New Installation, No Connection

Did you use the factory reset as described here.

 

http://bt.custhelp.com/app/answers/detail/a_id/11386/~/how-do-i-reset-my-bt-home-hub-to-its-factory-...

 

  1. Find the recessed "Reset" pinhole button on the back of your Hub
  2. Using a paper clip or similar press the button and hold for 20 seconds. Your Hub lights will go out and your Hub will restart
  3. Wait a few minutes for the Hub lights to settle. The central Power light will go blue and the Broadband light will be off
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lines_man
Aspiring Expert
471 Views
Message 9 of 23

Re: New Installation, No Connection

You're getting a down/up speed so the modem parts obviously in sync.....

Do a hard reset of the HH5, if that doesn't work either you have a fluffed hub or there's a problem with your profile.....
Deathtrap3000
Recognised Expert
452 Views
Message 10 of 23

Re: New Installation, No Connection

You have been set up wrong. Your profile is 40/15 which means a provisioning issue or the engineers connected you to the wrong port.
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