Smart hub keeps restarting

[zobbo]

Hi,

I just signed up with Infinity 2 and BT TV. Since the beginning the smart hub has been resetting. I had a quick look in the logs but don't really know what I'm looking for. One odd thing was that it logged a power button reset, but I haven't touched it. Any help would be appreciated.

Thanks,
Ian

[XRaySpeX]

Please post your full Router Stats. For a Home Hub see on here: Broadband Top Tips . Full router stats are key to any speed & connection issues.

Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?

Post your full Router Stats when plugged into test socket.

Try the BT Quiet Line Test (dial 17070 Opt 2), preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

[john46]

I would suggest you try one factory reset using the factory reset button at the rear of the hub holding it in for 20 seconds this resolves many hub problems

[zobbo]

Thanks for the responses guys. Below are my stats for the standard (non-test) socket. It's a standard faceplate with filter. I have BT TV box plugged in via the ethernet but nothing else. Unfortunately I don't have a phone to do the quiet line test or a screwdriver to use the test socket. I'll hopefully sort those out soon and post the results. Also I haven't yet done a factory reset but I'll give that a go at some point.

Thanks,

Zobbo

Product name:Smart Hub

Serial number:+088044+1712002151

Firmware version:v0.09.03.07171-BT

Firmware updated:unknown

Board version:01

DSL uptime:0 days,08 Hours20 Mins20 Secs

Data rate:13.763 Mbps / 60.152 Mbps

Maximum data rate:13.723 Mbps / 60.461 Mbps

Noise margin:6.1 / 6.0

Line attenuation:28.9 / 21.2

Signal attenuation:28.7 / 20.3

Data sent / received:39.6 MB / 722.0 MB

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BTHub6-86NQ

2.4 GHz wireless channel:Automatic (Smart Wireless)

5 GHz wireless network name:BTHub6-86NQ

5 GHz wireless channel:Automatic (Smart Wireless)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:48:8D:36:0E:BD:3B

Software variant:-

Boot loader:0.1.6-BT (Fri Sep 9 10:05:09 2016)

[Keith_Beddoe]

---

@zobbo wrote:

 Unfortunately I don't have a phone to do the quiet line test

---

See Why do I need a landline phone?

[zobbo]

Yeah I'll need to get one. I did originally order one because the mobile phone signal here is dodgy, but BT cocked up my order and when I re-ordered I forgot about it.

[imjolly]

Your stats show connection time of 8 hrs but your stats look ok with noise margin about normal 6db and speed about attainable with numerous drops in connections this would normally show a higher noise margin and lower speed

how often is router resetting/dropping connection?  It is internet connection and not wireless connection that is dropping

[zobbo]

The problem is the router is restarting randomly. When the connection drops I check the router and the light is orange. My BT TV box also complains and that's connected via ethernet cable. It seems to do it quite often, sometimes every other day. Sometimes it seems more stable, I won't see a restart for a few days but it maybe resetting when I'm at work, I'll need to check the logs more often.

[Keith_Beddoe]

Then it is probably caused by noise on the line, or a high resistance joint.

[imjolly]

Certainly need to do quiet line test and check for noise