cancel
Showing results for 
Search instead for 
Did you mean: 
jdonnelly
Beginner
867 Views
Message 1 of 11

Recent update of my HUB 5a Router is making my internet drop connection several times daily.

***edited by mod***

 

 

My connected used to be very stable and now it ahs dropped 3 times today alone.

 

Speed flucuating between 17mb and 27mb. ( Was around 26mb before update with weeks of uptime).

 

Now getting a lot of  PPP LCP Send Termination Request [User request]. But i'm the user and I am not

asking the router to restart!

 

Prior to this update it was fine!. There seems no way to roll this update back.

 

Please help. 

 

Do I need a new router? Shud I buy one or ask BT to send me a new one?

 

If so which new router is best for my longish line on a huaiwai cab.

 

Thanks.

 

P.S.

I work from home and do remote support and the disconnections are very annoying and happening so often

its caused DLM to drop my speed down.

 

 

My Router Stats

 

1. Product name:

BT Home Hub
2. Serial number: +068543+NQ43926884
3. Firmware version: Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 18/07/17
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:14:26
6. Data rate: 1684 / 23388
7. Maximum data rate: 1684 / 27016
8. Noise margin: 6.0 / 6.0
9. Line attenuation: 39.1 / 32.5
10. Signal attenuation: 39.2 / 27.3
11. Data sent/received:

3.7 MB / 61.3 MB

 

WAN Log

(453673.280000) PPPoE is up -​ Down Rate=16512Kbps, Up Rate=1714Kbps; SNR Margin Down=6.2dB, Up=5.9dB
18:33:44, 25 Jul. (453673.270000) CHAP authentication successful
18:33:43, 25 Jul. (453673.160000) CHAP Receive Challenge
18:33:43, 25 Jul. (453673.160000) Starting CHAP authentication with peer
18:33:43, 25 Jul. (453673.150000) PPP LCP Receive Configuration ACK
18:33:43, 25 Jul. (453673.140000) PPP LCP Send Configuration Request
18:33:43, 25 Jul. (453673.130000) PPP LCP Receive Configuration Reject
18:33:43, 25 Jul. (453673.120000) PPP LCP Send Configuration ACK
18:33:43, 25 Jul. (453673.120000) PPP LCP Receive Configuration Request
18:33:43, 25 Jul. (453673.120000) PPP LCP Send Configuration Request
18:32:53, 25 Jul. (453623.230000) PTM over DSL is up
18:32:25, 25 Jul. (453594.820000) PTM over DSL is down after 10 minutes uptime
18:32:25, 25 Jul. (453594.820000) PPPoE is down after 9 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
18:32:22, 25 Jul. (453592.110000) PPP LCP Send Termination Request [User request]
18:22:37, 25 Jul. (453007.110000) WAN operating mode is VDSL
18:22:37, 25 Jul. (453007.110000) Last WAN operating mode was VDSL
18:22:36, 25 Jul. (453005.800000) PPP IPCP Receive Configuration ACK
18:22:36, 25 Jul. (453005.790000) PPP IPCP Send Configuration Request
18:22:36, 25 Jul. (453005.780000) PPP IPCP Receive Configuration NAK
18:22:36, 25 Jul. (453005.770000) PPP IPCP Send Configuration ACK
18:22:36, 25 Jul. (453005.770000) PPP IPCP Receive Configuration Request
18:22:36, 25 Jul. (453005.760000) PPP IPCP Send Configuration Request
18:22:35, 25 Jul. (453004.830000) PPPoE is up -​ Down Rate=17921Kbps, Up Rate=1624Kbps; SNR Margin Down=5.7dB, Up=5.9dB
18:22:35, 25 Jul. (453004.820000) CHAP authentication successful
18:22:35, 25 Jul. (453004.620000) CHAP Receive Challenge
18:22:35, 25 Jul. (453004.620000) Starting CHAP authentication with peer
18:22:35, 25 Jul. (453004.610000) PPP LCP Receive Configuration ACK
18:22:35, 25 Jul. (453004.600000) PPP LCP Send Configuration Request
18:22:35, 25 Jul. (453004.600000) PPP LCP Receive Configuration Reject
18:22:35, 25 Jul. (453004.590000) PPP LCP Send Configuration ACK
18:22:35, 25 Jul. (453004.580000) PPP LCP Receive Configuration Request
18:22:35, 25 Jul. (453004.580000) PPP LCP Send Configuration Request
18:21:45, 25 Jul. (452954.820000) PTM over DSL is up
18:21:17, 25 Jul. (452926.370000) PTM over DSL is down after 1650 minutes uptime
18:21:17, 25 Jul. (452926.360000) PPPoE is down after 1649 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
18:21:14, 25 Jul. (452923.640000) PPP LCP Send Termination Request [User request]
14:51:34, 24 Jul. (353944.500000) WAN operating mode is VDSL
14:51:34, 24 Jul. (353944.500000) Last WAN operating mode was VDSL
14:51:33, 24 Jul. (353943.200000) PPP IPCP Receive Configuration ACK
14:51:33, 24 Jul. (353943.180000) PPP IPCP Send Configuration Request
14:51:33, 24 Jul. (353943.170000) PPP IPCP Receive Configuration NAK
14:51:33, 24 Jul. (353943.170000) PPP IPCP Send Configuration ACK
14:51:33, 24 Jul. (353943.160000) PPP IPCP Receive Configuration Request
14:51:33, 24 Jul. (353943.160000) PPP IPCP Send Configuration Request
14:51:32, 24 Jul. (353942.230000) PPPoE is up -​ Down Rate=23598Kbps, Up Rate=1717Kbps; SNR Margin Down=6.2dB, Up=6.0dB
14:51:32, 24 Jul. (353942.220000) CHAP authentication successful
14:51:32, 24 Jul. (353942.120000) CHAP Receive Challenge
14:51:32, 24 Jul. (353942.120000) Starting CHAP authentication with peer
14:51:32, 24 Jul. (353942.120000) PPP LCP Receive Configuration ACK
14:51:32, 24 Jul. (353942.110000) PPP LCP Send Configuration Request
14:51:32, 24 Jul. (353942.100000) PPP LCP Receive Configuration Reject
14:51:32, 24 Jul. (353942.090000) PPP LCP Send Configuration ACK
14:51:32, 24 Jul. (353942.090000) PPP LCP Receive Configuration Request
14:51:32, 24 Jul. (353942.090000) PPP LCP Send Configuration Request
14:50:42, 24 Jul. (353892.270000) PTM over DSL is up
14:50:14, 24 Jul. (353863.960000) PTM over DSL is down after 980 minutes uptime
14:50:14, 24 Jul. (353863.930000) PPPoE is down after 980 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
14:50:11, 24 Jul. (353861.290000) PPP LCP Send Termination Request [User request]
22:30:12, 23 Jul. (295062.290000) WAN operating mode is VDSL
22:30:12, 23 Jul. (295062.290000) Last WAN operating mode was VDSL
22:30:10, 23 Jul. (295060.980000) PPP IPCP Receive Configuration ACK
22:30:10, 23 Jul. (295060.970000) PPP IPCP Send Configuration Request
22:30:10, 23 Jul. (295060.960000) PPP IPCP Receive Configuration NAK
22:30:10, 23 Jul. (295060.960000) PPP IPCP Send Configuration ACK
22:30:10, 23 Jul. (295060.960000) PPP IPCP Receive Configuration Request
22:30:10, 23 Jul. (295060.950000) PPP IPCP Send Configuration Request
22:30:10, 23 Jul. (295060.030000) PPPoE is up -​ Down Rate=25832Kbps, Up Rate=1688Kbps; SNR Margin Down=6.1dB, Up=6.0dB
10 REPLIES 10
Distinguished Sage
862 Views
Message 2 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

please edit out your account number as this is a public forum viewable world wide
0 Ratings
Reply
Sage
Sage
862 Views
Message 3 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

Billion, Draytek, TP-Link, Asus etc. Basically any third party router will be better than an ISP supplied one.

 

You could try a 20second pinhole reset on the HH5.

0 Ratings
Reply
rogerx1
Aspiring Contributor
860 Views
Message 4 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

Exactly the same here.

 

I was actually supplied with an HH6 when I got connected, but that was useless so I have been using an old HH5 for the last 9 or 10 months and it has been rock solid....until the firmware update received this month.

 

I have lost the connection 4 times today, twice in the last hour. My upload speed has also dropped by 50% although download speed is higher if anything.

 

Any way we can get a copy of the previous firmware and prevent BT screwing it up again?

0 Ratings
Reply
Distinguished Sage
850 Views
Message 5 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

no previous copies are not available the only way have BT not pushing updates is provide your own third party router
0 Ratings
Reply
Keith99
Beginner
850 Views
Message 6 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

Happening to me to but it is clearly linked to uploading files, interesting if this is the case with others. Also a Google shows Plusnet users having the same issue but they are getting a patch for it
0 Ratings
Reply
Moderator
Moderator
777 Views
Message 7 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

Hi @jdonnelly and @rogerx1

 

Welcome to the forum.  Sorry to hear of the problem that you are experiencing.

 

We have been investigating reports of hub 5s dropping connection since the firmware update and we don’t believe this to be related to the hub.  I would be happy to check your connection from my end please send me your details. You'll get the contact the moderators link in my profile.

 

Cheers

 

David

 

Community ModeratorDaveM
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
rogerx1
Aspiring Contributor
760 Views
Message 8 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

Obviously a remarkable coincidence that so many of us HH5 owners are having trouble after the update then.

 

Lost connection another 2 times overnight.

 

Details forwarded as requested.

jdonnelly
Beginner
741 Views
Message 9 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

Its the firmware, they are no other logical explaination.

 

I have tried the pinhole reset

 

I have connected router direct to the test socket

 

It HAS been stable before the update for 2 years.

 

My line stats have NOT gotten worse.

 

I do NOT have any noise in the quietline test.

 

 

Since I cannot role this back on hardware bt have provided....

I am now testing a 30 quid TD-W9970,

I am not bothered about anthing other than basic router.

Wifi is provided by unifi access points dotted round the home.

 

 

I have had so many disconncted on the HH5 DLM has been steadly lowering my speeds and since I don't have

that much to begin with I am not happy.

 

I would be greatful for a DLM reset so I can get my speed back.

 

Oh and while you are at it BT, when are you going to bring in the 3/4/5db SNR margins?

 

That wud be a nice boost.

 

attainable.JPG

 

 

 

 

 

jdonnelly
Beginner
678 Views
Message 10 of 11

Re: Recent update of my HUB 5a Router is making my internet drop connection several times daily.

 

Followup

 

Hmm, new router still disconnecting. Well it had to be tried to see if that was the cause.

 

Not sure why profile is at 18mb, sometimes 22mb, sometimes 25mb.

 

 

Noticed a new Green Cab being installed on the same side of the road as my cab but about 600 meters further along the road, technically that is 600 meters closer to me.

 

I am likely to be moved to the closer cab?

 

Is that something to do with the issue?

 

 

0 Ratings
Reply