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micronaut
Beginner
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Message 1 of 6

frequent disconnect with homehub 5

 

I've had infinity installed for a few weeks and the connection keeps dropping out (the home hub 5 (type B) flashes orange before returning to blue). I tried ringing the help desk, but they just run a line test and report everything is fine. The connection drops out every few minutes. Does anybody else have this problem or know why this might be happening?

 

Thanks for any help.

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: frequent disconnect with homehub 5

if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

 

if self install are you using the test socket with a new filter 

 

can you run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection  btspeedtester

 

 

can you enter your phone number and post results  remember to delete number wholesale FTTC check

 

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

 

have you turned of smart setup  

 

 

 

Turn Off smart setup

 

 

 

have you split the networks   

 

 

 

Split the networks

 

 



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micronaut
Beginner
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Message 3 of 6

Re: frequent disconnect with homehub 5

thanks for the reply.

 

1. Product Name: HomeHub5

2. Serial number: +076286+1524005948

3. Firmware version: v0.07.03.0814-BT (Type B) Last updated [Unknown]

4. Board version: 01

5. VDSL uptime: 0 days, 00:16:19

6. Data Rate: 9995 / 39973

7. Maximum Data Rate: 13336 / 54529

8. Noise Margin: 8.

9 / 13.3 9. Line Attenuation: 0.0 / 21.1

10. Signal Attenuation: 0.0 / 0.0

11. Data sent/received: 55.1 MB / 488.2 MB

12. Broadband username: bthomehub@btbroadband.com


Quiet line test sounds quiet.


btspeedtester:
 
up = 37.58 Mbps
down = 9.05 Mbps
latency = 20.88
 
Ironically, under further diagnostics: 'the Performance Tester is currently unable to run a speed test for your broadband connection.'
 
smart setup is already off.
 
networks are already split.
 
Disconnects continue after contacting BT support and their engineering performing a line test.

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Distinguished Sage
Distinguished Sage
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Message 4 of 6

Re: frequent disconnect with homehub 5

it's not unusual to get that message when trying to run diagnostic test and normally works after a few attempts  however from what you have posted your upload/download speed are good for your infinity 1 connection speed

 

are you using the test socket to eliminate any problems with internal wiring?

 

did you try quiet line test?



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micronaut
Beginner
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Message 5 of 6

Re: frequent disconnect with homehub 5

I ran the quiet test and it sounds quiet.

 

I'm not on the test socket, but I've not had a problem with the socket using my old netgear router for years and with various providers prior to BT.

 

All the filters and cabling to the router are those supplied in the BT HH box.

 

 

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Distinguished Sage
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Message 6 of 6

Re: frequent disconnect with homehub 5

I would try the test socket with a new filter and see if this helps as it will eliminate any problems from your internal wiring.  this is important should you need an engineer visit as you will get charged £129.99 if the problem is in your setup or internal wiring 



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