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Newbie
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Message 1 of 9

HH6 Nightmare reboots!!!!

Good evening all

I have been having an absolute nightmare with my BT Infinity and the HH6. Openreach have been out twice and claim there is nothing wrong on the line and then disappear again without telling me what I'm supposed to do with the issue. I have done some searching of the forums already but cant find anything similar in terms of how bad my service is. Effectively the router will reset itself 3/4 times a day at random (it goes down for approx 5 minutes each time). We have been quite strong adopters of tech with doorbells, SONOS, baby monitors, CCTV, etc so this causes great annoyance every time it happens!!

The router is in Bridge mode and is connected to an Ubiquiti Unify network which has 4 switches and probably half a dozen AP's with a fair amount hardwired to it - I am wondering if there is something here that's causing the reset but I can't imagine how that would work if it is?

So I've now logged into the router and looked at the event log but sadly this is where any of my expertise end... I can each time it resets to which it registers the same string of data and I have posted below along with the spec you get on the technical page. The weird thing about this is the date goes back to 01 Jan when the issue occurs?...and claims the reboot is a Power Reset even though it hasn't been touched. Any feedback or support on how to solve this mystery would be very welcome!! I've also copied the first couple of lines pre and post when the reboot happens

Product name:
BT Hub 6A
Serial number:
+084316+NQ71588999
Firmware version:
SG4B1000E01E
Firmware updated:
12-Aug-2019
Board version:
1.0
Gui version:
1.105.0
DSL uptime:
0 Days, 8 Hours 46 Minutes 44 Seconds
Data rate:
20.00 Mbps / 64.36 Mbps
Maximum data rate:
23643 / 66206
Noise margin:
7.9 dB / 6.4 dB
Line attenuation:
17.7 dB
Signal attenuation:
0 dB / 17.7 dB
VPI / VCI:
0/38
Modulation:
G_993_2_ANNEX_B
Latency type:
Fast Path
Data sent / received:
1779 MB Uploaded / 1647 MB Downloaded
Broadband username:
bthomehub@btbroadband.com
BT Wi-fi:
Not active
2.4 GHz wireless network name:
BTHub6-T2PH
2.4 GHz wireless channel:
Smart (Channel 11)
5 GHz wireless network name:
BTHub6-T2PH
5 GHz wireless channel:
Smart (Channel 36)
Wireless security:
WPA2 (Recommended)
Wireless mode:
Mode 1
Firewall:
Off
MAC address:
F4:6B:EF:1C:9D:E9
Software variant:
-
Boot loader:
7.33.1

 

Event Log:

11:16:36 01 Sep. eth1:IGMP join received for group 233.89.188.1 on interface eth1
11:16:30 01 Sep. ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
11:16:30 01 Sep. ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36
00:02:32 01 Jan. ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
00:02:08 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 239.255.255.251 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 224.0.1.60 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:02:08 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:59 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:59 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:58 01 Jan. ppp1:WAN DHCPv6 Mode : Statefull
00:01:58 01 Jan. :WAN: SENSING AUTO VDSL
00:01:58 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:58 01 Jan. eth1:IGMP join received for group 229.89.224.92 on interface eth1
00:01:58 01 Jan. ppp1:WAN Router Discovery Setting Updated : M_flag = 1
00:01:57 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:57 01 Jan. BR_LAN:UPnP functionality has been activated
00:01:57 01 Jan. BR_LAN:UPnP functionality has been deactivated (manually)
00:01:56 01 Jan. ppp1:New DYN ROUTE is added [81.139.57.100/32 gw 172.16.11.215]
00:01:56 01 Jan. ppp1:New DYN ROUTE is added [81.139.56.100/32 gw 172.16.11.215]
00:01:56 01 Jan. ppp1:PPP: PPP INFO 81.139.56.100
00:01:55 01 Jan. ppp1:PPP: PPP INFO
00:01:55 01 Jan. ppp:PPP: IPCP_NAK
00:01:55 01 Jan. ppp:PPP: CHAP_SUCCESS
00:01:55 01 Jan. ppp:PPP: CHAP_RESPONSE
00:01:55 01 Jan. ppp:PPP: LCP_GOOD_ACK
00:01:55 01 Jan. ppp:PPP: LCP_REQUEST
00:01:55 01 Jan. :PPPoE error: timeout
00:01:55 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:35 01 Jan. eth1:IGMP join received for group 239.255.255.251 on interface eth1
00:01:35 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:35 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:34 01 Jan. eth1:IGMP join received for group 224.0.1.187 on interface eth1
00:01:34 01 Jan. eth1:IGMP group 239.255.255.251 on interface eth1 started by 192.168.1.118
00:01:34 01 Jan. eth1:IGMP group 239.255.255.251 on interface eth1 by 192.168.1.118 requested
00:01:34 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:34 01 Jan. eth1:IGMP join received for group 224.0.1.60 on interface eth1
00:01:34 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:34 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:34 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:34 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:34 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:34 01 Jan. eth1:IGMP group 224.0.1.60 on interface eth1 started by 192.168.1.129
00:01:34 01 Jan. eth1:IGMP group 224.0.1.60 on interface eth1 by 192.168.1.129 requested
00:01:29 01 Jan. eth1:[Device Connected] MAC Address:44:65:0d:3f:a0:d8 Host Name: amazon-956f1786b IP Address: 192.168.1.216
00:01:29 01 Jan. BR_LAN:The DHCP options that are offered by the device (id:34): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53
00:01:28 01 Jan. :DHCP Confirmation of Request
00:01:28 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:28 01 Jan. BR_LAN:The LAN DHCPv6 Server is active
00:01:28 01 Jan. BR_LAN:The LAN DHCPv6 Server is inactive
00:01:28 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:28 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:28 01 Jan. eth1:IGMP join received for group 229.89.224.92 on interface eth1
00:01:27 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:27 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:27 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:27 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:27 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:27 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:27 01 Jan. eth1:IGMP group 229.89.224.92 on interface eth1 started by 192.168.1.241
00:01:27 01 Jan. eth1:IGMP group 229.89.224.92 on interface eth1 by 192.168.1.241 requested
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:26 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. BR_LAN:The LAN DHCPv6 Server is active
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. eth1:IGMP join received for group 239.254.127.63 on interface eth1
00:01:25 01 Jan. eth1:IGMP group 239.254.127.63 on interface eth1 started by 192.168.1.112
00:01:25 01 Jan. eth1:IGMP group 239.254.127.63 on interface eth1 by 192.168.1.112 requested
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:25 01 Jan. BR_LAN:The LAN DHCPv6 Server is inactive
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:25 01 Jan. :DHCP Confirmation of Request
00:01:24 01 Jan. :DHCP Confirmation of Request
00:01:24 01 Jan. :DHCP Confirmation of Request
00:01:24 01 Jan. :DHCP Confirmation of Request
00:01:24 01 Jan. :DHCP Confirmation of Request
00:01:24 01 Jan. eth1:IGMP join received for group 233.89.188.1 on interface eth1
00:01:24 01 Jan. eth1:IGMP group 233.89.188.1 on interface eth1 started by 192.168.1.142
00:01:24 01 Jan. eth1:IGMP group 233.89.188.1 on interface eth1 by 192.168.1.142 requested
00:01:24 01 Jan. ptm0.101:VLAN VLAN_DATA connected
00:01:24 01 Jan. :DHCP Confirmation of Request
00:01:24 01 Jan. :DHCP Confirmation of Request
00:01:24 01 Jan. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:24 01 Jan. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:24 01 Jan. :DHCP Confirmation of Request
00:01:24 01 Jan. dsl:VDSL link Up: Down Rate=66129Kbps
00:01:24 01 Jan. eth1:IGMP join received for group 224.0.1.187 on interface eth1
00:01:24 01 Jan. eth1:IGMP group 224.0.1.187 on interface eth1 started by 192.168.1.170
00:01:24 01 Jan. eth1:IGMP group 224.0.1.187 on interface eth1 by 192.168.1.170 requested
00:01:24 01 Jan. eth1:IGMP join received for group 224.0.1.187 on interface eth1
00:00:52 01 Jan. :DHCP Confirmation of Request
00:00:52 01 Jan. :DHCP Confirmation of Request
00:00:52 01 Jan. :DHCP Confirmation of Request
00:00:52 01 Jan. :DHCP Confirmation of Request
00:00:52 01 Jan. :DHCP Confirmation of Request
00:00:52 01 Jan. :DHCP Confirmation of Request
00:00:52 01 Jan. :DHCP Confirmation of Request
00:00:51 01 Jan. :DHCP Confirmation of Request
00:00:51 01 Jan. :DHCP Confirmation of Request
00:00:51 01 Jan. :DHCP Confirmation of Request
00:00:51 01 Jan. :DHCP Confirmation of Request
00:00:51 01 Jan. :DHCP Confirmation of Request
00:00:51 01 Jan. :DHCP Confirmation of Request
00:00:51 01 Jan. :DHCP Confirmation of Request
00:00:51 01 Jan. BR_LAN:UPnP functionality has been activated
00:00:49 01 Jan. BR_LAN:The LAN DHCPv6 Server is active
00:00:49 01 Jan. :The LAN DHCP Server is active
00:00:48 01 Jan. BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
00:00:46 01 Jan. eth1:An Ethernet port is now connected (2/1000/FULL)
00:00:42 01 Jan. :This Rule has been applied successfully: [id:1
00:00:42 01 Jan. :Updating port mapping rule (1) by UPnP
00:00:41 01 Jan. :DNS name resolution is now active
00:00:41 01 Jan. wl0:WLAN has been deactivated (BTWifi-X) (band : 5GHz).
00:00:41 01 Jan. wl0:WLAN has been deactivated (BTWifi-with-FON) (band : 5GHz).
00:00:41 01 Jan. wl0:WLAN has been deactivated (BTHub6-T2PH) (band : 5GHz).
00:00:41 01 Jan. wl1:WLAN has been deactivated (BTWifi-X) (band : 2.4GHz).
00:00:41 01 Jan. wl1:WLAN has been deactivated (BTWifi-with-FON) (band : 2.4GHz).
00:00:41 01 Jan. wl1:WLAN has been deactivated (BTHub6-T2PH) (band : 2.4GHz).
00:00:39 01 Jan. wl0:(0/36) Channel Hopping initiated/Manually initiated
00:00:39 01 Jan. wl1:(0/11) Channel Hopping initiated/Manually initiated
00:00:38 01 Jan. :The Modem has successfully powered up
00:00:38 01 Jan. :WDG Laststatus:: # Current boot was caused by Power Reset
00:00:26 01 Jan. :WAN: ethernet as LAN
11:10:48 01 Sep. eth1:IGMP join received for group 239.254.127.63 on interface eth1
11:10:47 01 Sep. eth1:IGMP join received for group 239.254.127.63 on interface eth1

 

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8 REPLIES 8
Highlighted
Newbie
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Message 2 of 9

Re: HH6 Nightmare reboots!!!!

Ignore me I don't think i do have it in bridge mode!

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Highlighted
Newbie
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Message 3 of 9

Re: HH6 Nightmare reboots!!!!

And it literally just did it again

Product name:
BT Hub 6A

Serial number:
+084316+NQ71588999

Firmware version:
SG4B1000E01E

Firmware updated:
12-Aug-2019

Board version:
1.0

Gui version:
1.105.0

DSL uptime:
0 Days, 0 Hours 3 Minutes 59 Seconds

Data rate:
20.00 Mbps / 65.79 Mbps

 

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Highlighted
Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: HH6 Nightmare reboots!!!!

I suggest you disconnect all the connections to the home hub, and see if it still keeps restarting. If it does, then its either a very high error rate on the line, or a faulty home hub.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

If it stops rebooting when everything is disconnected, then add each network element, one at a time, until you find out which one is causing the reboots.

An Ethernet loop can sometimes occur if you have a complex network. This will cause the home hub to reboot.

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Newbie
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Message 5 of 9

Re: HH6 Nightmare reboots!!!!

Thanks I have seen some ports being blocked on the Unify controlled due to STP - which I think is what prevents looping - could this be it ? 

No noise on the line

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Distinguished Sage
Distinguished Sage
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Message 6 of 9

Re: HH6 Nightmare reboots!!!!

If ryou setting as often as you say then at present you are lucky the DLM has not taken action to reduce your connection speed and up your noise margin.  As you can see actual speed is very close to attainable but that could change if disconnections continue



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Distinguished Sage
Distinguished Sage
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Message 7 of 9

Re: HH6 Nightmare reboots!!!!


@Rousey4k wrote:

Thanks I have seen some ports being blocked on the Unify controlled due to STP - which I think is what prevents looping - could this be it ? 

 


Quite possible, see https://en.wikipedia.org/wiki/Spanning_Tree_Protocol

It can occur if you have devices with more than one connection, and that could create a loopback. It would really upset the home hub.

It can happen when people connect two powerline devices to the home hub. You need to look closely at your network topology to see where such a loopback could be occurring.

 

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Newbie
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Message 8 of 9

Re: HH6 Nightmare reboots!!!!

Thanks

im wondering if it’s the SONOS... because of the space apart I have the main boost plugged into a switch and then 2 other units wired in at different points as the range wouldn’t reach.. and the of course some connecting wirelessly. I wonder if those 3 wired units are confusing one another 

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Aspiring Contributor
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Message 9 of 9

Re: HH6 Nightmare reboots!!!!

Hi did you ever find a fix to this issue?

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