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Craigecc
Aspiring Contributor
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Message 1 of 23

Constant drop in connection

We have the BT Infinity package with the hub 5. Around 6 months ago we started to suffer constant disconnections around 6 times a day a varying times each day (this also affecting our speeds). I contacted the helpline and went through the various checks with no change. I then read on here about the 5Ghz method. I logged into homehub, removed several devices and created a second WiFi ending in 5ghz and connected only our TV to that particular one. This seemed to rectify the problem. However, over the last week or so we are experiencing the same problem again. Could our hub be on its way out (it's 5 or 6 years old), if so, how do we go about getting a replacement? If not then what else could the problem be?

Ad you can imagine we are getting frustrated as we are paying for an inconsistent service.

Thanks in advance.
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22 REPLIES 22
Distinguished Sage
Distinguished Sage
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Message 2 of 23

Re: Constant drop in connection

Are you getting disconnections on Ethernet connected devices?

Home hubs do not usually age, they simply stop working.

 

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Distinguished Sage
Distinguished Sage
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Message 3 of 23

Re: Constant drop in connection

post stats from hh5 - troubleshooting then helpdesk



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Craigecc
Aspiring Contributor
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Message 4 of 23

Re: Constant drop in connection

Both Ethernet and wireless. It's as if the reset button has been pressed (off, flashing orange, green, back to blue)
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Craigecc
Aspiring Contributor
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Message 5 of 23

Re: Constant drop in connection

Will have to post stats later as I'm at work.
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Distinguished Sage
Distinguished Sage
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Message 6 of 23

Re: Constant drop in connection

can you also check line for noise  dial 17070 option 2  should be quiet and best with corded phone



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Craigecc
Aspiring Contributor
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Message 7 of 23

Re: Constant drop in connection

@imjolly

Did that last night. Line is clear
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obow
Newbie
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Message 8 of 23

Re: Constant drop in connection

We have the same problem and BT day the hub is not out of date and won't do anything about it. They are increasing their prices for bad service
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Craigecc
Aspiring Contributor
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Message 9 of 23

Re: Constant drop in connection

1. Product name:BT Home Hub
2. Serial number:+068343+NQ40316961
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 30/06/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 23:26:57
6. Data rate:16566 / 52414
7. Maximum data rate:16747 / 76578
8. Noise margin:6.2 / 7.4
9. Line attenuation:16.0 / 13.1
10. Signal attenuation:16.0 / 13.2
11. Data sent/received:1.4 GB / 45.2 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-Z8ZW
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 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-Z8ZW5ghz
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:34:8a:ae:93:45:98
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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Craigecc
Aspiring Contributor
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Message 10 of 23

Re: Constant drop in connection

Do you know if anyone has had a chance to review my hub stats I posted? We've had several more connection drop outs today alone.
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