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Frustrated14
Beginner
977 Views
Message 1 of 5

Smart Hub Rebooting randomly

Hi wonder if someone can help me,

My smart hub randomly reboots, it can (I think) go for several days with no problem, & then it will re boot, sometimes once or twice, sometimes over & over again for up to 45 mins, I can reconnect for a few moments as it completes but (of course) am disconnected as it reboots.

I am connected to the BT NTE5 master socket, with a filter that feeds (my only connected) phone & my router.

I've tested the quiet line - & it's quiet.

As the hub reboots it does not effect calls on my landline via the same socket, if I'm on a call it does not drop off.

I have a BT power line adaptor plugged into the smart hub connects to a Humax box, Apple TV etc. though these are often not in use when it reboots.

I have tried calling BT, their message says keep the lines open for urgent & vulnerable, which I understand so rang off. I have tried the 'bot' help, that was ridiculous & useless, 

Thanks for any help that can be offered

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4 REPLIES 4
imjolly
Distinguished Sage
Distinguished Sage
971 Views
Message 2 of 5

Re: Smart Hub Rebooting randomly


in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem



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Frustrated14
Beginner
949 Views
Message 3 of 5

Re: Smart Hub Rebooting randomly

Wow, thanks for your quick reply!!!

I think this is what you're asking for, let me know if it's not;

Product name:

BT Hub 6A

Serial number:

+084319+NQ70563951

Firmware version:

SG4B1000E020

Firmware updated:

23-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 1 Hours 57 Minutes 7 Seconds

Data rate:

19.00 Mbps / 67.00 Mbps

Maximum data rate:

29993 / 88997

Noise margin:

13.3 dB / 11.4 dB

Line attenuation:

26 dB

Signal attenuation:

16.5 dB / 26 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

23 MB Uploaded / 58 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-H5FX

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-H5FX

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A4:08:F5:A1:41:8F

Software variant:

-

Boot loader:

7.33.1

 

 

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean)

VDSL Range B (Impacted)

8070.8201964.5AvailableAvailable--
8067201960AvailableAvailable--
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand
33030--Available--
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate
Up to 17--10 to 19.5AvailableAvailable--
Up to 17Up to 1.510 to 19.5AvailableAvailable--
Up to 8--7 to 8AvailableAvailableYes
2----AvailableAvailable--
2----Available--Yes
Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date
80
20
2020-05-05
Other Offerings Availability DateVDSL MulticastADSL Multicast
Available
Available
Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date
N
N
N
01-05-2020

 

 

 

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Frustrated14
Beginner
889 Views
Message 4 of 5

Re: Smart Hub Rebooting randomly

Hi All,

The hub is still randomly dropping out - it's just done it again, 

Any ideas?

Thanks

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Mooly
Aspiring Expert
866 Views
Message 5 of 5

Re: Smart Hub Rebooting randomly

The HH6 is notorious for rebooting on its own and there have been many threads on this over the months/years. I've never seen a reason 'why' other than that it seems to be by design... but it should be a single quick reboot, not many attempts.

Mine originally rebooted every 14 days but following a software update in March (which your stats show you have as well) it reboots every 7 to 8 days without fail. 

Although it doesn't help solve it, I would try and determine just how often it does reboot. 

  

 

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