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DeltaOskarMike
Beginner
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Message 1 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

Hi Everyone..

 

Hopefully someone could shed some light on this wierd issue I'm having.. and in a way I'm glad to see its not just me having the same issue as Jamesvolvo...

 

After three engineer visits, well actually two visits as the 1st engineer was booked out between 8am and 1pm slot, but turned up after 3:30pm when I'd gone back to work.

 

As far as I can tell, this dropout problem became more noticeable within the last 4+ weeks where suddenly getting shouts from the family 'has the broadband gone down' and when checking the hub 5 seeing it with its blinking orange/red light and a red/orange B symbol (the light eventually returning to green and then blue) and the dropout consistency ranging from a few minutes uptime to a few hours uptime.

 

Also on top of the hub5 loosing it's WAN link on a few occastions I noticed that when the broadbad went down/up, I was unable to hear a dial tone when trying to call out on the landline and a phonecall from a mobile to the landline number would after allow me to hear a dial tone (where there was none before).

 

So 2nd engineer came out, nice chap.. and looked at the wiring at the infinity master socket, the socket at the front door and the splitter/bridge connection (which was put in when I went from BT ADSL to Infinity by BT contractors) etc.. and told me that it'd all been wired up wrong and was impressed that anything was working. So he made the necessary re-wirings and tested the line and the broadband and found no faults.

 

So the next day or so I then get a call from the wife informing me that she can't dial out on the landline and that there was no dialtone. So when I got home from work I then went round (again), powercycling the phones and making sure that they were connected into the sockets correctly and even tested (as per BT line fault diagnostic process) into the infinity enpoint test socket.. still no dial tone.. so again I dialed the landline from my mobile and after the phone rang and I hung up, I then found I got a dial tone. (yay).

 

Checking the hub5 WAN syslogs I saw the same behaviour as jamesvolvo - (see below - ive filtred out all the other lines just to show the up/down/up/down cycles)

 

08:24:10, 29 Apr. (60063.610000) PPPoE is up -​ Down Rate=38274000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.3dB, Up=14.1dB
08:23:19, 29 Apr. (60012.570000) PTM over DSL is up
08:22:41, 29 Apr. (59973.970000) PTM over DSL is down after 963 minutes uptime
08:22:41, 29 Apr. (59973.960000) PPPoE is down after 963 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
08:22:35, 29 Apr. (59968.290000) PPP LCP Send Termination Request [User request]
16:19:35, 28 Apr. ( 2187.920000) PPPoE is up -​ Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.6dB, Up=14.2dB
16:11:06, 28 Apr. ( 1679.170000) PTM over DSL is down after 13 minutes uptime
16:11:06, 28 Apr. ( 1679.160000) PPPoE is down after 12 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
16:11:01, 28 Apr. ( 1673.900000) PPP LCP Send Termination Request [User request]
15:58:10, 28 Apr. ( 902.870000) PPPoE is up -​ Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.5dB, Up=14.1dB
115:56:41, 28 Apr. ( 814.350000) PTM over DSL is down after 6 minutes uptime
15:56:41, 28 Apr. ( 814.340000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
15:51:19, 28 Apr. ( 492.570000) PPPoE is up -​ Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.3dB, Up=14.1dB
15:49:52, 28 Apr. ( 405.600000) PTM over DSL is down after 0 minutes uptime
15:48:35, 28 Apr. ( 328.270000) PTM over DSL is down after 2 minutes uptime
15:48:35, 28 Apr. ( 328.260000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
15:48:30, 28 Apr. ( 323.290000) PPP LCP Send Termination Request [User request]
15:46:58, 28 Apr. ( 245.670000) PPPoE is up -​ Down Rate=22400000Kbps, Up Rate=4789000Kbps; SNR Margin Down=6.4dB, Up=5.6dB

 

So I called out BT again and again got the BT fault manager leaving me a voicemail saying not to worry but they had found 'something' on the local network and would also send an engineer to the CAB and test my connection from there saying that the engineer wouldnt need access to my home as the previous engineer had already done the re-wiring and tested it all ok.

 

Wouldnt you believe it, the engineer needed access to my home so I had to dash back from work to meet the engineer who was in the process of re-wiring the connection in the street. He'd found some water in the black cylinder under the pavement, so cut the wiers and put on new connectors etc and then went inside the house to test the line and broadband (again). And as with previous tests, no fault found.

 

He did give me a heads up as to not to keep calling BT (openreach) out, as the line tested ok and if i kept doing this, BT would no doubt start charging me for the callouts.

 

This kind of leaves me in a bit of a wierd position as where do I go from here? he suggested that I get BT to change the hub 5 from the mk1 to the mk2 that had just come out to see if that would fix the issue, but could not tell me straight why I was having this issue, I even showed him a video I took on my phone of the problem when I lost he dial tone and the testing I did, (BT phone LCD showed NO LINE) as if thats not enough proof that I have an intermittent problem!! and showed him the WAN syslosg to which he agreed "something definately wasn't right" and just re-iterated that it woudl be worth getting the latest hub 5 out of BT's doors.

 

 

So im having to post here to see if anyone has an answer as I'd hate to incur any costs from BT.. (£139??) Hopefully this forum moderator will see the issues we're having and help us out.. (other than making a seperate/new thread with the information I already posted in here)..

 

 

Regards

DeltaOskarMike

 

 

 

 

 

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Message 2 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

Can you enter your phone number and post results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html

 

Can you go to troubleshooting then helpdesk and post stats

 

Have you tried quiet line test. Dial 17070 option 2. Should be quiet and best with corded phone

 

Does you broadband drop if you receive a call?



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Jamesvolvo
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Message 3 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

Telephone Number 01672xxxxxxxx on Exchange PEWSEY is served by Cabinet 1

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    

FTTC Range A (Clean)8069.42020--Available
FTTC Range B (Impacted)8060.72012.2--Available
 
WBC ADSL 2+Up to 17--10 to 19.5Available
WBC ADSL 2+ Annex MUp to 17Up to 1.510 to 19.5Available
ADSL MaxUp to 7.5--6.5 to 8Available
WBC Fixed Rate2 ----Available
Fixed Rate2 ----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available
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Jamesvolvo
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Message 4 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

1. Product name:BT Home Hub
2. Serial number:+068543+NQ40139347
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, 01:25:17
6. Data rate:7200 / 34993
7. Maximum data rate:26834 / 82566
8. Noise margin:19.2 / 14.3
9. Line attenuation:18.3 / 16.6
10. Signal attenuation:18.2 / 16.6
11. Data sent/received:2.5 GB / 38.0 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:Victory
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:11
18. 5 GHz Wireless network/SSID:Victory
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:48
22. Firewall:Default
23. MAC Address:34:8a:ae:89:b8:0c
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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DeltaOskarMike
Beginner
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Message 5 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

Hi Imjolly

 

Thanks for getting back to me.

 

Here's the information - although I've sanitised what I think is personal information...

 

ADSL Checker

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number xxxxxxxxxxx on Exchange THATCHAM is served by Cabinet xx

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    

FTTC Range A (Clean)80642020--Available
FTTC Range B (Impacted)79.652.92012.2--Available
 
WBC ADSL 2+Up to 7--4.5 to 11Available
WBC ADSL 2+ Annex MUp to 7Up to 14.5 to 11Available
ADSL MaxUp to 5.5--4 to 8Available
WBC Fixed Rate2 ----Available
Fixed Rate2 ----Available
Other Offerings
FTTP on Demand33030--Available
Fibre Multicast------Available
Copper Multicast------Available

 

Troubleshooting > helpdesk

 

1. Product name: BT Home Hub
2. Serial number: xxxxxxxxxxxxx
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 22/01/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 01:25:00
6. Data rate: 9999 / 38274
7. Maximum data rate: 22729 / 75117
8. Noise margin: 13.9 / 16.4
9. Line attenuation: 19.4 / 15.7
10. Signal attenuation: 19.4 / 15.7
11. Data sent/received: 14.4 MB / 191.9 MB
12. Broadband username:
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHubxxxxxx
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: BTHubxxxxxxxx
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: xxxxxxxxxxxxx
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

 

I've not done a quiet line test but will go though that process if/when I have a problem with the no dial tone next time.

Unfortunately I dont have a corded phone but for sanity's sake will no doubt get a cheap one from somewhere 9even if its just for future line testing) to eliminate any issues with the cordless bt phone I have.

 

Broadband doesnt appear to drop when I recieve a call and when I have had no dial tone in th epast I still have had broadband access. Although i know that on one occasion the hub5 did its usual sidconenct/reconnect (giving me broadband) but when checking the phone - there was no dial tone.

 

Also the title/problem description should change as its been moved - should be "Hub 5 keep disconnecting/reconnecting frequently"

 

Note: Looking at the same reported behaviour on other threads I can see as a last update from StephanieG (Community manager) below...

 


Re: HH5 New Software Version 4.7.5.1.83.8.204
 

Hi Guys,

 

We can confirm that our technical team have rolled out a fix to all affected Home Hub 5As, so your service should be back to normal. The fix is a configuration change to the current firmware 4.7.5.1.83.8.204. We apologise for this issue and thank you for your patience.

 

This thread will now be locked. If you are continuing to experience any issues with your broadband connection, it will be due to a problem with your own connection. Please could you start your own thread about the issue, so that the community and the mod team can look at your problem individually.

 

So does this mean there's an additional fix to firmware release 4.7.5.1.83.8.204 ? as it appears that the fix was on or after 23/2/15 and my last firmware update was 22/1/15..

 

 

Regards

DeltaOskarMike

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Jamesvolvo
Contributor
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Message 6 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

No interaction between BB and phone. I'm currently plugged into the master socket - all internal wiring permanently disconnected. I've tried using the test socket for a couple of days and it made no difference. I don't have a wired phone so I haven't tried the quiet test yet, sorry.

 

20:42:26, 29 Apr.(382486.220000) WAN operating mode is VDSL
20:42:26, 29 Apr.(382486.220000) Last WAN operating mode was VDSL
20:42:24, 29 Apr.(382484.160000) PPP IPCP Receive Configuration ACK
20:42:24, 29 Apr.(382484.130000) PPP IPCP Send Configuration Request
20:42:24, 29 Apr.(382484.120000) PPP IPCP Receive Configuration NAK
20:42:24, 29 Apr.(382484.120000) PPP IPCP Send Configuration ACK
20:42:24, 29 Apr.(382484.120000) PPP IPCP Receive Configuration Request
20:42:24, 29 Apr.(382483.960000) PPP IPCP Send Configuration Request
20:42:22, 29 Apr.(382482.090000) PPPoE is up -​ Down Rate=34993000Kbps, Up Rate=7200000Kbps; SNR Margin Down=14.9dB, Up=19.1dB
20:42:22, 29 Apr.(382482.080000) CHAP authentication successful
20:42:22, 29 Apr.(382481.920000) CHAP Receive Challenge
20:42:22, 29 Apr.(382481.920000) Starting CHAP authentication with peer
20:42:22, 29 Apr.(382481.920000) PPP LCP Receive Configuration ACK
20:42:22, 29 Apr.(382481.890000) PPP LCP Send Configuration Request
20:42:22, 29 Apr.(382481.890000) PPP LCP Receive Configuration Reject
20:42:22, 29 Apr.(382481.890000) PPP LCP Send Configuration ACK
20:42:22, 29 Apr.(382481.890000) PPP LCP Receive Configuration Request
20:42:22, 29 Apr.(382481.870000) PPP LCP Send Configuration Request
20:41:28, 29 Apr.(382427.610000) PTM over DSL is up
20:40:51, 29 Apr.(382391.500000) PTM over DSL is down after 0 minutes uptime
20:40:48, 29 Apr.(382387.610000) PTM over DSL is down after 0 minutes uptime
20:40:43, 29 Apr.(382383.400000) PTM over DSL is up
20:40:41, 29 Apr.(382380.780000) PPPoE is down after 63 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
20:40:35, 29 Apr.(382375.090000) PPP LCP Send Termination Request [User request]
19:36:48, 29 Apr.(378548.290000) WAN operating mode is VDSL
19:36:48, 29 Apr.(378548.290000) Last WAN operating mode was VDSL
19:36:46, 29 Apr.(378546.340000) PPP IPCP Receive Configuration ACK
19:36:46, 29 Apr.(378546.320000) PPP IPCP Send Configuration Request
19:36:46, 29 Apr.(378546.310000) PPP IPCP Receive Configuration NAK
19:36:46, 29 Apr.(378546.310000) PPP IPCP Send Configuration ACK
19:36:46, 29 Apr.(378546.310000) PPP IPCP Receive Configuration Request
19:36:46, 29 Apr.(378546.280000) PPP IPCP Send Configuration Request
19:36:44, 29 Apr.(378544.510000) PPPoE is up -​ Down Rate=34993000Kbps, Up Rate=7200000Kbps; SNR Margin Down=15.1dB, Up=19.0dB
19:36:44, 29 Apr.(378544.500000) CHAP authentication successful
19:36:44, 29 Apr.(378544.300000) CHAP Receive Challenge
19:36:44, 29 Apr.(378544.300000) Starting CHAP authentication with peer
19:36:44, 29 Apr.(378544.300000) PPP LCP Receive Configuration ACK
19:36:44, 29 Apr.(378544.270000) PPP LCP Send Configuration Request
19:36:44, 29 Apr.(378544.270000) PPP LCP Receive Configuration Reject
19:36:44, 29 Apr.(378544.270000) PPP LCP Send Configuration ACK
19:36:44, 29 Apr.(378544.270000) PPP LCP Receive Configuration Request
19:36:44, 29 Apr.(378544.250000) PPP LCP Send Configuration Request
19:35:50, 29 Apr.(378490.170000) PTM over DSL is up
19:35:07, 29 Apr.(378447.060000) PTM over DSL is down after 1 minutes uptime
19:35:07, 29 Apr.(378447.060000) PPPoE is down after 0 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
19:35:01, 29 Apr.(378441.250000) PPP LCP Send Termination Request [User request]
19:34:24, 29 Apr.(378403.720000) WAN operating mode is VDSL
19:34:24, 29 Apr.(378403.710000) Last WAN operating mode was VDSL
19:34:22, 29 Apr.(378401.770000) PPP IPCP Receive Configuration ACK
19:34:22, 29 Apr.(378401.740000) PPP IPCP Send Configuration Request
19:34:22, 29 Apr.(378401.740000) PPP IPCP Receive Configuration NAK
19:34:22, 29 Apr.(378401.740000) PPP IPCP Send Configuration ACK
19:34:22, 29 Apr.(378401.740000) PPP IPCP Receive Configuration Request
19:34:22, 29 Apr.(378401.610000) PPP IPCP Send Configuration Request
19:34:20, 29 Apr.(378399.850000) PPPoE is up -​ Down Rate=34993000Kbps, Up Rate=7200000Kbps; SNR Margin Down=16.1dB, Up=20.1dB
19:34:20, 29 Apr.(378399.840000) CHAP authentication successful
19:34:19, 29 Apr.(378399.530000) CHAP Receive Challenge
19:34:19, 29 Apr.(378399.530000) Starting CHAP authentication with peer
19:34:19, 29 Apr.(378399.530000) PPP LCP Receive Configuration ACK
19:34:19, 29 Apr.(378399.500000) PPP LCP Send Configuration Request
19:34:19, 29 Apr.(378399.500000) PPP LCP Receive Configuration Reject
19:34:19, 29 Apr.(378399.500000) PPP LCP Send Configuration ACK
19:34:19, 29 Apr.(378399.500000) PPP LCP Receive Configuration Request
19:34:19, 29 Apr.(378399.480000) PPP LCP Send Configuration Request
19:33:26, 29 Apr.(378346.070000) PTM over DSL is up
19:32:42, 29 Apr.(378301.700000) PTM over DSL is down after 405 minutes uptime
19:32:42, 29 Apr.(378301.690000) PPPoE is down after 404 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
19:32:36, 29 Apr.(378296.120000) PPP LCP Send Termination Request [User request]
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DeltaOskarMike
Beginner
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Message 7 of 13

Home Hub 5, BT Infinity still keeps disconnecting very frequently

I work in I.T as a senior escalation engineer and it's my job to troubleshoot networks / optimised network appliances,

and usually when troubleshooting I look for patterns/behaviours and I find it really odd that a lot of people from around the UK are having the same issues with the Hub5 and the WAN syslogs are showing the same behaviours..

 

It's either something broke on the last firmware update of the hub5 because before that last update I dont remember ever having such an ammount of disconnects from the hub..  I can't see it being BT exchange issues for all these users?

(or could it?) The common link is if not a phone line issue (2 BT engineers said there were no line faults) or hub 5 connection stability issues.

 

I hope BT/admins/moderators can get to the bottom of this (if not already done so).

 

Regards

DeltaOskarMike

 

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Message 8 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

The fix for the 204 firmware did not change the firmware number or date so I would expect that your hub has been updated with fix 

 

Was it self install or openreach or contract engineer?  Have you tried the test socket to see if that will stabilise your conenction. The constant dropping conenction has resulted in high noise margin and reduced speed. This would correct itself but needs a stable 24/7 connection



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DeltaOskarMike
Beginner
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Message 9 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

When I was BT ADSL it was a self install (BT modem+router i think) came though the post with instructions.

 

When I switched to Infinity 2 (when it came to my area) it was a contractor engineer that re-wired and installed the infinity endpoint and let me with a hub 4? (i think).

 

BT replaced Hub 4 with Hub 5 well over a year and a half ago, when the hub 4 kept dropping wifi-connections for no reason.

 

As far as I can tell for a good year and a half the hub 5 wasnt disconnecting/reconeccting itself at the frequencies im now currently seeing.

 

Problems only started happening as far as im aware of a behaviour changesin the disconnect/reconnect frequency around Feb 2015 with the odd disconnect/reconnect and steadily getting worse until now.

 

I have tried plugging bt cordless phone into the test socket (when I lost my dialtone) and it made no difference.

 

Agreed if you look at the WAN log i posted up.. it seems to get good and bad connections (I'm assuming depending on the line noise) and agreed, it ought to stabilise itself once the line itself becomes stable.. but im stuck between a rock and a hard place when two BT engineers have tested the line when they visited my house and found no faults, but due to something on the line not being stable (and I still think an intermittent fault of some kind)  enough to let the broadband settle down.  One of the BT fault managers did say once the line is fixed the broadband will follow..

 

 

Regards

DeltaOskarMike

 

 

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Message 10 of 13

Re: 2nd home hub 5, Infinity still keeps disconnecting frequently

If you were using a hh4 you must have used a modem to get connected. Have you tried the modem and connect the hh5 to modem and see if that stabilises your conenction?



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