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lightlamp2
Aspiring Contributor
117,466 Views
Message 1 of 219

BT home hub 5 wifi keeps dropping

I've had this problem again. Seems to be a defective hub. Any devices that i connect to the 5GHZ band just lose there connection to the internet. The connection to the router is fine. Chrome comes up with the DNS_PROBE_FINISHED_NO_INTERNET when it happens but i don't know if that is accurate. It only occurs on the 5GHZ frequency as i have done some testing with other devices connected to the 2.4GHZ one and the internet is fine on that one. I refuse to contact customer services as the last time i did that they bascially said there was no fault they could detect and they couldn't do anything. So is it worth looking at buying a new router? I was looking at the TP linkW9980. Although not sure how easy it is to set up on BT infinity

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218 REPLIES 218
Skable
Aspiring Contributor
117,437 Views
Message 2 of 219

Re: BT home hub 5 wifi keeps dropping

It's a common issue. The recent Firmware seems to be the culprit, only BT can fix that. It's not the first time that BT have released a broken update either. If it is the Firmware, BT has some explaining to do. They can't keep doing this.

scott_johnston
Contributor
117,408 Views
Message 3 of 219

Re: BT home hub 5 wifi keeps dropping

Have you noticed any strange TR069 log entries like

 

19:59:53, 15 Feb.(551421.570000) CWMP: Set Parameter by TR069 Success

 

I have also included a link on how to setup the TPLink w9980 with VDSL

 

http://wiki.kitz.co.uk/index.php/TD-W9980_QuickSetup

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Distinguished Sage
Distinguished Sage
117,400 Views
Message 4 of 219

Re: BT home hub 5 wifi keeps dropping


@scott_johnston wrote:

  

 

I have also included a link on how to setup the TPLink w9980 with VDSL

 

http://wiki.kitz.co.uk/index.php/TD-W9980_QuickSetup


That's a little outdated. You can select BT VDSL from the dropdown list in step 4.

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Retrovertigo
Aspiring Expert
117,365 Views
Message 5 of 219

Re: BT home hub 5 wifi keeps dropping

Started my own thread on here actually. But figured I'd add my voice here. Exact same issue. As I type this I'm about five feet away from the hub with a full signal on 5ghz, but the connection keeps disconnecting and connecting every few minutes. Very frustrating. 

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lightlamp2
Aspiring Contributor
117,325 Views
Message 6 of 219

Re: BT home hub 5 wifi keeps dropping

Yeah this is my second hh5 to be sent to me. With the same problem. This one also seems to be completely dropping the entire wifi signal at random times. As if it just switches off. But the broadband light stays blue. I think it is the firmware as i didnt have issues like this before it updated in January

 

This is basically what it shows when i have the issue. Just shows loads of my devices disconnected

 

13:16:32, 16 Feb.( 159.000000) New GUI session from IP 192.168.1.68
13:16:27, 16 Feb.( 153.300000) New GUI session from IP 192.168.1.68
14:15:22, 16 Feb.( 106.480000) New GUI session from IP 192.168.1.68
14:15:19, 16 Feb.( 103.860000) Device disconnected: Hostname: Camerons-​iPhone IP: 192.168.1.75 MAC: 18:f6:43:93:d5:cd
14:15:19, 16 Feb.( 103.860000) Device disconnected: Hostname: android-​2f3b377dcad2758f IP: 192.168.1.69 MAC: f8:e0:79:12:a4:11
14:15:19, 16 Feb.( 103.260000) Lease for IP 192.168.1.68 renewed by host Cameron-​PC (MAC bc:96:80:16:45:f7). Lease duration: 1440 min
14:15:19, 16 Feb.( 103.260000) Device connected: Hostname: Cameron-​PC IP: 192.168.1.68 MAC: bc:96:80:16:45:f7 Lease time: 1440 min. Link rate: 866.6 Mbps
14:15:19, 16 Feb.( 103.190000) Lease requested
14:15:19, 16 Feb.ath10: STA bc:96:80:16:45:f7 IEEE 802.11: Client associated
14:15:19, 16 Feb.ath00: STA bc:96:80:16:45:f7 IEEE 802.11: Client disassociated
14:15:19, 16 Feb.ath10: STA bc:96:80:16:45:f7 IEEE 802.11: Client disassociated
14:15:18, 16 Feb.OUT: BLOCK [15] Default policy (ICMP Packet is not a request packet: ICMPv6 type 143 code 0 fe80:0000:0000:0000:368a:aeff:fed0:c92d-​>ff02:0000:0000:0000:0000:0000:0000:0016 on ptm0.101)
14:15:18, 16 Feb.OUT: BLOCK [15] Default policy (ICMP Packet is not a request packet: ICMPv6 type 143 code 0 fe80:0000:0000:0000:368a:aeff:fed0:c92d-​>ff02:0000:0000:0000:0000:0000:0000:0016 on ptm0)
14:15:18, 16 Feb.ath00: STA bc:96:80:16:45:f7 IEEE 802.11: Client associated
14:15:16, 16 Feb.ath00: STA bc:96:80:16:45:f7 IEEE 802.11: Client disassociated
14:15:14, 16 Feb.ath10: STA bc:96:80:16:45:f7 IEEE 802.11: Client associated
14:15:10, 16 Feb.( 94.090000) PTM over DSL is up
14:15:01, 16 Feb.( 85.180000) CWMP: session closed due to error: No response
14:15:01, 16 Feb.( 85.160000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
14:15:01, 16 Feb.( 85.150000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
14:15:00, 16 Feb.ath00: STA bc:96:80:16:45:f7 IEEE 802.11: Client disassociated
14:14:58, 16 Feb.( 82.280000) Device disconnected: Hostname: Camerons-​iPhone IP: 192.168.1.75 MAC: 18:f6:43:93:d5:cd
14:14:58, 16 Feb.( 82.280000) Device disconnected: Hostname: android-​2f3b377dcad2758f IP: 192.168.1.69 MAC: f8:e0:79:12:a4:11
14:14:58, 16 Feb.( 82.280000) Device disconnected: Hostname: Cameron-​PC IP: 192.168.1.68 MAC: bc:96:80:16:45:f7
14:14:56, 16 Feb.ath10: STA bc:96:80:16:45:f7 IEEE 802.11: Client disassociated
14:14:40, 16 Feb.( 64.590000) New GUI session from IP 192.168.1.68
14:14:33, 16 Feb.( 57.700000) Device disconnected: Hostname: Camerons-​iPhone IP: 192.168.1.75 MAC: 18:f6:43:93:d5:cd
14:14:33, 16 Feb.( 57.700000) Device disconnected: Hostname: android-​2f3b377dcad2758f IP: 192.168.1.69 MAC: f8:e0:79:12:a4:11
14:14:32, 16 Feb.( 56.520000) Lease for IP 192.168.1.68 renewed by host Cameron-​PC (MAC bc:96:80:16:45:f7). Lease duration: 1440 min
14:14:32, 16 Feb.( 56.520000) Device connected: Hostname: Cameron-​PC IP: 192.168.1.68 MAC: bc:96:80:16:45:f7 Lease time: 1440 min. Link rate: 6.0 Mbps
14:14:32, 16 Feb.( 56.460000) Lease requested
14:14:32, 16 Feb.ath10: STA bc:96:80:16:45:f7 IEEE 802.11: Client associated
14:14:31, 16 Feb.( 54.910000) CWMP: session closed due to error: No response
14:14:31, 16 Feb.( 55.740000) Lease for IP 192.168.1.66 renewed by host android-​af876fd0718c8be9 (MAC ac:22:0b:a0:c7:75). Lease duration: 1440 min
14:14:31, 16 Feb.( 55.740000) Device connected: Hostname: android-​af876fd0718c8be9 IP: 192.168.1.66 MAC: ac:22:0b:a0:c7:75 Lease time: 1440 min. Link rate: 6.0 Mbps
14:14:31, 16 Feb.( 55.610000) Lease requested
14:14:28, 16 Feb.( 52.700000) Lease for IP 192.168.1.66 renewed by host android-​af876fd0718c8be9 (MAC ac:22:0b:a0:c7:75). Lease duration: 1440 min
14:14:28, 16 Feb.( 52.700000) Device connected: Hostname: android-​af876fd0718c8be9 IP: 192.168.1.66 MAC: ac:22:0b:a0:c7:75 Lease time: 1440 min. Link rate: 6.0 Mbps
14:14:28, 16 Feb.( 52.540000) Lease requested
14:14:27, 16 Feb.ath10: STA ac:22:0b:a0:c7:75 IEEE 802.11: Client associated
14:14:23, 16 Feb.( 47.400000) Device disconnected: Hostname: Camerons-​iPhone IP: 192.168.1.75 MAC: 18:f6:43:93:d5:cd
14:14:23, 16 Feb.( 47.290000) Device disconnected: Hostname: android-​2f3b377dcad2758f IP: 192.168.1.69 MAC: f8:e0:79:12:a4:11
14:14:23, 16 Feb.( 47.290000) Device disconnected: Hostname: Cameron-​PC IP: 192.168.1.68 MAC: bc:96:80:16:45:f7
14:14:23, 16 Feb.( 47.290000) Device disconnected: Hostname: XboxOne IP: 192.168.1.67 MAC: 60:45:bd:c7:c0:35
14:14:21, 16 Feb.( 45.820000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
14:14:21, 16 Feb.( 45.810000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
14:14:21, 16 Feb.( 45.360000) CWMP: Initializing transaction for event code 1 BOOT
14:14:18, 16 Feb.( 42.570000) WiFi auto selected channel 48
14:14:18, 16 Feb.( 42.570000) 36-​93::40-​93::44-​94::48-​93::52-​93::56-​93::60-​93::64-​93::100-​93::104-​94::108-​95::112-​95::116-​96::120-​96::124-​97::128-​97
14:14:18, 16 Feb.( 42.560000) 5 GHz Wireless: Rescan, Reason: 'Power-​up'
14:14:18, 16 Feb.( 42.560000) WiFi auto selected channel 11
14:14:18, 16 Feb.( 42.560000) 1-​96::2-​97::3-​97::4-​96::5-​97::6-​97::7-​96::8-​97::9-​94::10-​97::11-​96::12-​96::13-​97
14:14:18, 16 Feb.( 42.560000) 2.4 GHz Wireless: Rescan, Reason: 'Power-​up'
14:14:17, 16 Feb.( 41.820000) WAN Auto-​sensing running.
14:14:13, 16 Feb.( 37.540000) System up, firmware version: 4.7.5.1.83.8.204 (Type A)
14:14:05, 16 Feb.( 29.500000) WPA2 mode selected
14:14:05, 16 Feb.( 29.500000) WPS enabled
14:14:03, 16 Feb.( 27.390000) WPA2 mode selected
14:14:03, 16 Feb.( 27.390000) WPS enabled
14:13:54, 16 Feb.( 18.410000) System start
13:13:22, 16 Feb.(86676.540000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
13:13:22, 16 Feb.(86676.530000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:13:21, 16 Feb.(86676.170000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
13:13:17, 16 Feb.

(86671.630000) CWMP: Set Parameter by TR069 Success

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brynhils
Newbie
117,289 Views
Message 7 of 219

Re: BT home hub 5 wifi keeps dropping

I am having the exact same issue on my HH5. Random drop-outs of the wifi connection whilst the Infinity2 DSL line remains live and the Hub shows a blue light.  It all started about a week or so ago?

 

I've raised a 'contact' with BT but judging from the number of others having this issue I'm not holding my breath.

 

Presently it's almost impossible to stream across my Apple TV or any device using wifi because they disconnect.  Working from home on the laptop through VPN is another victim of these drop-offs; the boss will wonder why I keep logging off!

 

I think a patch or a roll-back might be in order here please BT!

 

-B-

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Bazep
Beginner
117,274 Views
Message 8 of 219

Re: BT home hub 5 wifi keeps dropping

Same issue here. Nothing being done about it. Practically impossible to raise a fault without having hours to spare.

Sort it out BT
andyshort76
Aspiring Contributor
117,242 Views
Message 9 of 219

Re: BT home hub 5 wifi keeps dropping

I have a theory on what is happening here. I have been having the same issues as everyone else. I have tried contacting BT about the issue but you might as well just bang your head against a brick wall. They would rather just blame you / your house / your equipment / interference / we don't guarantee wireless coverage etc etc.

 

Issues are:-

 

1. Since the last firmware upgrade wireless connectivity on the private side of the router on both 2.4Ghz and 5GHz drops out every 15 - 30 mins simultaneously.

2. The public "btwifi" side of the router doesn't drop out at all. This connection is stable.

3. TR069 remote commands are being sent to the router every thity minutes or so which always precedes the wireless connectivity issue.

4. I have noticed that BTWiFi DHCP addresses are now showing up in the DHCP table.

5. Not an issue but it appears that IPv6 has now been enabled.

 

My theory is that the router / TR069 server is now confused about which side of the router is public and which side is private.

 

Scenario 1 is that when the BTWifi side of the router is being used, a command is sent to the router periodically to reset the wireless connection to ensure that the router doesn't get clogged up with devices not being used. This could be helpful in busy places with limited capacity. The fact that the DHCP table is showing assigned IP addresses on the public side could explain this. I have experienced this type of behaviour in an hotel I stayed at last year. Unfortunately it is resetting the private connection.

 

Scenario 2 is that the TR069 command is resetting the wireless side of the router. Apparently the TR069 server stores a copy of the router setup for the BTWifi connection. It will periodically check the router for correct setup. If any error is present it will reset the wireless settings and then check again in half an hour. If there is any error it will reset it again. If the TR069 server is looking at the private side they will never match and the reset loop starts again! This is probably why the BTWifi connection is always stable.

 

It would help us all if BT would just admit they have an issue and are working on it rather than just play dumb. Pretty poor for a communications company.

 

 

 

Ragbuster
Aspiring Contributor
117,210 Views
Message 10 of 219

Re: BT home hub 5 wifi keeps dropping

@andyshort76 The issues you raised are exactly the same as I have experienced since the firmware update.

I tweeted @btcare and they have advised me to fill in a form for a support ticket to be raised which I have done.

I have also pointed them to these forum posts so hopefully they can see the amount of users experiencing this issue.

Lets hope they are investigating this issue, as a short term fix I think they need to roll back to the previous firmware until they have properly tested the new firmware.