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upton360
Beginner
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Message 1 of 10

BT internet random dropout with Home Hub 5

I have recently moved around my living room and moved the router from one side to the other. I am now experiencing random drop outs. The BT Home Hub 5 is loosing the line and the light on the front of the hub, at times will either drop to the orange colour or drop to the orange but with the flashing B, as if the lines been completely lost. I have checked all settings, restet settings, read forums, used WIFI ranger apps to check if I'm crossing over with a neighbours WIFI but I'm not. I'm now starting to belive that its the Home Hub 5 thats at fault and have posted this to see if anyone else has had issues like this?

 

Home Hub 5 with BT infinity 1.

 

Thank you

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9 REPLIES 9
Keith_Beddoe
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Message 2 of 10

Re: BT internet random dropout with Home Hub 5

Welcome to this user forum.

 

Is the home hub 5 still plugged into the same phone socket, or have you moved it from the master socket, to an extension socket?

 

Which one of these matches your master phone socket?

 

nte.jpg or oldnte.jpgor adslface.jpg ornewnte.jpg

 

 

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upton360
Beginner
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Message 3 of 10

Re: BT internet random dropout with Home Hub 5

Hello

 

It's still plugged into the same wall socket

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upton360
Beginner
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Message 4 of 10

Re: BT internet random dropout with Home Hub 5

And is a single socket.
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Keith_Beddoe
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Message 5 of 10

Re: BT internet random dropout with Home Hub 5


@upton360 wrote:
And is a single socket.

Is it like the first picture?

nte.jpg

 

 

 

Are there any phone extensions in the house, or anything else plugged into that same phone socket?

 

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

 

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upton360
Beginner
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Message 6 of 10

Re: BT internet random dropout with Home Hub 5

Its like the first one and theres no noise on the line at all.
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Keith_Beddoe
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Message 7 of 10

Re: BT internet random dropout with Home Hub 5

Do you have any extensions?

 

Try connecting things up as shown below, and see if the connection remains stable.

 

Image1.jpg

This should disconnect any extensions, and there should be no dial tone on any of them.

 

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upton360
Beginner
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Message 8 of 10

Re: BT internet random dropout with Home Hub 5

Before I moved the router it was plugged into a phone line extension that went around the room and connected to the hub/phone. Since moving it closer to the socket I removed the line extension and used the cable from router/phone directly into the master socket. Thats when I started having issues, before I moved the router the connection was 100% stable. I belive it to be a home hub issue.
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Keith_Beddoe
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Message 9 of 10

Re: BT internet random dropout with Home Hub 5

If the extension is still connected, then it will affect the speed, as its in effect an unterminated spur which will introduce signal reflections back to the main socket, and distort the VDSL tones.

 

Can you remove the extension wiring from the master socket, and try again?

 

 

 

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upton360
Beginner
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Message 10 of 10

Re: BT internet random dropout with Home Hub 5

Contacted BT who say they found a fault outside our house. I will wait to see what this brings.

Thank you for your help.
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