Home hub 3 returns request

Hi, I cancelled my account with bt on 30th may (to be switched off on 27th june as we're moving), I got an email and a letter requesting Isend back my equipment and that a returns bag would be sent to me.
I emailed on 16th june as this had not arrived and was told another would be sent to arrive by 20th june.
Yesterday it still hadn't arrived so I rang to get the address to return it to as I just don't think it's going to turn up. They wouldn't give me the address but told me they'd send out another to arrive next day (today 25th june).
And yep you've guessed it, that hasn't turned up either.
I'm getting seriously cheesed off with this moving house is stressful enough without having to be constantly chasing people for a returns label or even just an address.
What else can I do we leave on Thursday?
Please help I'm at a total loss.

If it were me I would not bother doing anything else. You have done more than should be expected but if you do want to contact BT again try this link. It is to their complaints department. You can either phone or use the onbline chat.
https://bt.custhelp.com/app/contact/c/5624#h=eyJzdGVwMCI6ImNvbnRhY3RJdGVtTGluazU2NDIiLCJzdGVwSWR4Ijo...

Similar Messages

How to return Home Hub 2

Joined BT Total Broadband a few weeks ago and due to BT cancelling my original order and then initiating a new order, I received two Home Hubs.
I installed one and need to return the other, at BT's expense. I can find no information on how this should be done. Help Desk say information is contained in the package, but it is not.
Can Mods help please? A freepost address or a prepaid returns envelope would be most useful.
Thanks
Willysurfit
Solved!
Go to Solution.

Hey, Home Hubs are usually supplied with a pre-paid plastic envelope contained within the shrink-wrap covering the box. Failing that just call 150 and select the options for orders and advisors and they'll send a baggy out. It's not unusual to get duplicate kit, I once knew a guy who received four within a couple of days!

BT Home HUB 5a and Yosemite

HI fellow Brit Telecom clients:
This is a post I just filed on the main Yosemite wifi discussion thread.
STARSHIP YOSEMITE CAPTAINS LOG:
You wrote:
British Telecom (BT) HomeHub dual-band routers use the same SSID and password for both bands by default. When I initially installed a Homehub 5 (the version with a bulit-in modem), I was getting lots of disconnections with my iMac. I then set each band to have a separate SSID and password, and set the iMac to use the 2.4 Ghz band as its preferred Network. I also set the wireless channel to avoid other channels in my areas as much as possible.
I too was getting lots of disconnections using my MBPro only 5 feet away. Eventually engineer came out ?October - whilst on Mavericks - and said the firmware hadn't updated properly and it should be ok. It was better but not brilliant
My previous posts above refer post - Yosemite to my naming the 2 SSIds separately and much later (Jan 12) separate passwords (in both cases first deleting the networks in Systems pref)
Late November I swapped my HDD for an SSD (fantastic!) but wifi issues continued (as one might expect except that I had done a Recovery over internet and wasn't sure if there had been some initial improvement)
I joined seed testing Dec 18 so have to be circumspect now:
My recommendation to users of the BT dual-band Homehubs who are experiencing disconnection problems is, first of all, turn off the 5 Ghz band and see if you get any improvement (turning off the band means that you won't have to change any settings on your iMac or any other devices)
I have not tried turning off 5 ghz. My 2.4 ghz connection has always been more consistent since Dec 18. The problem with 5ghz has been a request for the password then the resulting error message "Invalid password" I have seen little change in this since Dec 18 BUT....
having discovered delights of alt/option key+click on wifi icon I find that if try to connect to 5ghz it works - no request for password usually or if it does it accepts it This happened for first time Dec 21. Significance of this date is that some people on other fora - BTCare Community for one - believe the firmware upgrade from BT is significant but my hub didn't update until Jan 17.
But I have jumped ahead a little:I was away from home much of Dec 23 - Jan 2. In 2 different locations I had no wifi connection issues - one was in K-U-Hull who have a local telecoms outfit called Kingston Communications - no issue on the dual band width hub, and next i was connecting via an apple airport to BT broadband. On return to London Jan 2, unable to connect to 5ghz as usual, and whilst running wireless diagnostic, it connected auto to 2.4
Was away / ill for period Jan 7 - 11 so no log of any importance
Jan 12 changed 5ghz password to different to 2.4 (see above) Still couldn't get past "invalid password"
Jan 14 I got a "no internet connection" in safari but hub blue light steady. I followed advice on BT forum or BT support? to try and find a better channel and switched both manually 2.4: from 11 to 13 and 5: from 44 to 40. i.e. Smartwirless off. I was auto connected to 2.4 ghz (which BTW is one of the more confusing things to me as nearly all the advice messages in the WD reports on the Mac refer to problems with 2.4 and recommend switching to 5...) SUCCESS! immediate connection to 5ghz with no password request. Was able to switch back and forth between networks and ethernet - all stable and easy to connect. Tried to disrupt it by adding iPhones and mini iPads and switching them between 2.4 and 5 - no problem! For not the 1st time since downloading Yosemite I thought "YES! cracked it, I am now a right-on Mac user" Ha.....
Later that day I also discovered the delights of paid app "wifi Explorer" (and even more recently - today - for free in menu Wireless Diagnostics>window>performance, scan, sniffer which, maybe not as prettily as w-exp, allow you to see all networks in reach, their channel, signal strength, MBPS etc etc Ooooh very exciting! And illuminating because it showed me that my hub/router was the only one using these two channels but like you I am a FON subscriber so there were 3 networks on each channel: me, BTwifiX and BT wifi with FON. I knew this because I each time i switched channels on my hub these 2 came with me. Elsewhere on BTCARE forum i read that attempts to "resign" FON membership typically takes 28 days to take effect - did your experience as reported here take that into account? My personal experience is that turning off the FON service (allowing a small part of the router bandwidth to be used as a semi-public hotspot) has noneffect at all,on connectivity issues. By the way, turning off FON means that you then cannot use any other of the enormous number of other FON routers as access points when you are away from home.
Like you I would prefer to hang onto FON if at all possible.
On Jan 15 awaking from sleep it connected to 2.4 ghz automatically (a ? should wifi stay connected whilst asleep? rejoin the network it was on when it went to sleep?) Tried to switch to 5ghz - initially connected then the old password request/invalid routine Connected whilst running Wireless Diagnostics - only connected briefly then dropped. INTERESTINGLY the WD report for the first time mentioned systems pref Network "Location not set to auto" Reset, tried to connect - no change.
Jan 16 upgraded to Yos latest seed
A restart of the router (I actually switched it off/on thats how incompetent I am) and I had the best day's connection since ever...
Jan 17 on awake very disappointed to see "Time Machine not ejected properly" for the 1st time for a while - not sure when that stopped appearing) and couldn't connect to 5. AND the hub repeatedly showed Red light and of course Safari kept complaining "no internet connection" Look at the date... I discovered the next day that my hub firmware was updated. After I restarted router had a very stable evening It awoke at one stage, auto connected to 2.4, and Time Machine had run, no error message about not ejecting properly.
Jan 18 on awake - likewise Good. After easy connect to 5 ghz it didn't hold. Couldn't reconnect even with WDiag running. AAAAgh!!
Tried going back to Smartwierless ON in Hub - no diff. Reset router. Restarted Mac. Auto started on 2.4. SUCCESSFUL switch to 5 with WDiag dunning. Channel was same as before SMART wireless
During the day I disconnected ethernet (ha, cocky now!) and although wi-fi connection lost after 1 hour it reconnected itself. Stayed connected for next 2 hours during TM run too.
Jan 19 today - ethernet still disconnected. On waking usual 2.4 connection TM had run, no eject message. But attempting 5ghz connection WITH wireless dig running - fail! (password invalid) Gloom. But having read some interesting links last night - will post separately - I applied my new knowledge of Wireless Diag>window>scan, performance etc and found 2 channels nobody was using with good signal etc With WD still running attempted 5ghx z connection SUCCESS (but why?!) . Anyway I swapped to the unused channels - 2, 36 and after one little landing on a comet bounce and disconnect, I reconnected and it has been stable since. 300 MBPS rock solid. Signal strength a little variable, Noise more variable, Ratio up and down btw 35 - 40
I cannot pretend to understand much of what I am reporting but I hope it makes sense to someone and I hope I am not in breach of my NDA...this seems to me to be mostly a BT issue not Yos.
Happy connections!

Hi all
Since our last update we’ve been busy rolling out configuration changes to the affected BT Home Hub 5As. We really sorry if you’ve continued to experience performance issues
The reason some people may be still seeing issues is that we have had to make some extra changes to the fix we’re sending out based on feedback from our customer test group. This means it is taking a little longer to deploy the fix and for you to see the improved performance.
We are working around the clock to ensure it is done asap, please leave your BT Home Hub on to ensure it receives the fix.
Nigel
BTCare Community Mod
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Re: 2nd home hub 5, Infinity still keeps disconnec...

Hi Everyone..
Hopefully someone could shed some light on this wierd issue I'm having.. and in a way I'm glad to see its not just me having the same issue as Jamesvolvo...
After three engineer visits, well actually two visits as the 1st engineer was booked out between 8am and 1pm slot, but turned up after 3:30pm when I'd gone back to work.
As far as I can tell, this dropout problem became more noticeable within the last 4+ weeks where suddenly getting shouts from the family 'has the broadband gone down' and when checking the hub 5 seeing it with its blinking orange/red light and a red/orange B symbol (the light eventually returning to green and then blue) and the dropout consistency ranging from a few minutes uptime to a few hours uptime.
Also on top of the hub5 loosing it's WAN link on a few occastions I noticed that when the broadbad went down/up, I was unable to hear a dial tone when trying to call out on the landline and a phonecall from a mobile to the landline number would after allow me to hear a dial tone (where there was none before).
So 2nd engineer came out, nice chap.. and looked at the wiring at the infinity master socket, the socket at the front door and the splitter/bridge connection (which was put in when I went from BT ADSL to Infinity by BT contractors) etc.. and told me that it'd all been wired up wrong and was impressed that anything was working. So he made the necessary re-wirings and tested the line and the broadband and found no faults.
So the next day or so I then get a call from the wife informing me that she can't dial out on the landline and that there was no dialtone. So when I got home from work I then went round (again), powercycling the phones and making sure that they were connected into the sockets correctly and even tested (as per BT line fault diagnostic process) into the infinity enpoint test socket.. still no dial tone.. so again I dialed the landline from my mobile and after the phone rang and I hung up, I then found I got a dial tone. (yay).
Checking the hub5 WAN syslogs I saw the same behaviour as jamesvolvo - (see below - ive filtred out all the other lines just to show the up/down/up/down cycles)
08:24:10, 29 Apr. (60063.610000) PPPoE is up - Down Rate=38274000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.3dB, Up=14.1dB
08:23:19, 29 Apr. (60012.570000) PTM over DSL is up
08:22:41, 29 Apr. (59973.970000) PTM over DSL is down after 963 minutes uptime
08:22:41, 29 Apr. (59973.960000) PPPoE is down after 963 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
08:22:35, 29 Apr. (59968.290000) PPP LCP Send Termination Request [User request]
16:19:35, 28 Apr. ( 2187.920000) PPPoE is up - Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.6dB, Up=14.2dB
16:11:06, 28 Apr. ( 1679.170000) PTM over DSL is down after 13 minutes uptime
16:11:06, 28 Apr. ( 1679.160000) PPPoE is down after 12 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
16:11:01, 28 Apr. ( 1673.900000) PPP LCP Send Termination Request [User request]
15:58:10, 28 Apr. ( 902.870000) PPPoE is up - Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.5dB, Up=14.1dB
115:56:41, 28 Apr. ( 814.350000) PTM over DSL is down after 6 minutes uptime
15:56:41, 28 Apr. ( 814.340000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
15:51:19, 28 Apr. ( 492.570000) PPPoE is up - Down Rate=39952000Kbps, Up Rate=9999000Kbps; SNR Margin Down=16.3dB, Up=14.1dB
15:49:52, 28 Apr. ( 405.600000) PTM over DSL is down after 0 minutes uptime
15:48:35, 28 Apr. ( 328.270000) PTM over DSL is down after 2 minutes uptime
15:48:35, 28 Apr. ( 328.260000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
15:48:30, 28 Apr. ( 323.290000) PPP LCP Send Termination Request [User request]
15:46:58, 28 Apr. ( 245.670000) PPPoE is up - Down Rate=22400000Kbps, Up Rate=4789000Kbps; SNR Margin Down=6.4dB, Up=5.6dB
So I called out BT again and again got the BT fault manager leaving me a voicemail saying not to worry but they had found 'something' on the local network and would also send an engineer to the CAB and test my connection from there saying that the engineer wouldnt need access to my home as the previous engineer had already done the re-wiring and tested it all ok.
Wouldnt you believe it, the engineer needed access to my home so I had to dash back from work to meet the engineer who was in the process of re-wiring the connection in the street. He'd found some water in the black cylinder under the pavement, so cut the wiers and put on new connectors etc and then went inside the house to test the line and broadband (again). And as with previous tests, no fault found.
He did give me a heads up as to not to keep calling BT (openreach) out, as the line tested ok and if i kept doing this, BT would no doubt start charging me for the callouts.
This kind of leaves me in a bit of a wierd position as where do I go from here? he suggested that I get BT to change the hub 5 from the mk1 to the mk2 that had just come out to see if that would fix the issue, but could not tell me straight why I was having this issue, I even showed him a video I took on my phone of the problem when I lost he dial tone and the testing I did, (BT phone LCD showed NO LINE) as if thats not enough proof that I have an intermittent problem!! and showed him the WAN syslosg to which he agreed "something definately wasn't right" and just re-iterated that it woudl be worth getting the latest hub 5 out of BT's doors.
So im having to post here to see if anyone has an answer as I'd hate to incur any costs from BT.. (£139??) Hopefully this forum moderator will see the issues we're having and help us out.. (other than making a seperate/new thread with the information I already posted in here)..
Regards
DeltaOskarMike

Hi Imjolly
Thanks for getting back to me.
Here's the information - although I've sanitised what I think is personal information...
ADSL Checker
BT BROADBAND AVAILABILITY CHECKER
Telephone Number xxxxxxxxxxx on Exchange THATCHAM is served by Cabinet xx
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
HighLowHighLow
FTTC Range A (Clean)
80
64
20
20
Available
FTTC Range B (Impacted)
79.6
52.9
20
12.2
Available
WBC ADSL 2+
Up to 7
4.5 to 11
Available
WBC ADSL 2+ Annex M
Up to 7
Up to 1
4.5 to 11
Available
ADSL Max
Up to 5.5
4 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
FTTP on Demand
330
30
Available
Fibre Multicast
Available
Copper Multicast
Available
Troubleshooting > helpdesk
1. Product name: BT Home Hub
2. Serial number: xxxxxxxxxxxxx
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 22/01/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 01:25:00
6. Data rate: 9999 / 38274
7. Maximum data rate: 22729 / 75117
8. Noise margin: 13.9 / 16.4
9. Line attenuation: 19.4 / 15.7
10. Signal attenuation: 19.4 / 15.7
11. Data sent/received: 14.4 MB / 191.9 MB
12. Broadband username:
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHubxxxxxx
15. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security: WPA2
17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: BTHubxxxxxxxx
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: xxxxxxxxxxxxx
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0
I've not done a quiet line test but will go though that process if/when I have a problem with the no dial tone next time.
Unfortunately I dont have a corded phone but for sanity's sake will no doubt get a cheap one from somewhere 9even if its just for future line testing) to eliminate any issues with the cordless bt phone I have.
Broadband doesnt appear to drop when I recieve a call and when I have had no dial tone in th epast I still have had broadband access. Although i know that on one occasion the hub5 did its usual sidconenct/reconnect (giving me broadband) but when checking the phone - there was no dial tone.
Also the title/problem description should change as its been moved - should be "Hub 5 keep disconnecting/reconnecting frequently"
Note: Looking at the same reported behaviour on other threads I can see as a last update from StephanieG (Community manager) below...
Re: HH5 New Software Version 4.7.5.1.83.8.204
on ‎23-02-2015 12h31
Hi Guys,
We can confirm that our technical team have rolled out a fix to all affected Home Hub 5As, so your service should be back to normal. The fix is a configuration change to the current firmware 4.7.5.1.83.8.204. We apologise for this issue and thank you for your patience.
This thread will now be locked. If you are continuing to experience any issues with your broadband connection, it will be due to a problem with your own connection. Please could you start your own thread about the issue, so that the community and the mod team can look at your problem individually.
So does this mean there's an additional fix to firmware release 4.7.5.1.83.8.204 ? as it appears that the fix was on or after 23/2/15 and my last firmware update was 22/1/15..
Regards
DeltaOskarMike

Home hub 5 orange light several times a day

A few months ago I upgraded to bt infinity with TV. We often watch Internet TV and haven't managed a full program yet without the internet dropping and the hub showing an orange light before returning to normal after around 3 or 4 mins. At first it was occasional now it's : or 4 times per night. Any ideas? Should I contact BT or is there something I could be doing?

Thank you @imjolly
An engineer fitted it, I don't appear to have a test socket but my hub is plugged into the Openreach socket. Here are the stats as requested:
1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ42584389
3. Firmware version:
Software version 4.7.5.1.83.8.204 (Type A) Last updated 16/01/15
4. Board version:
BT Hub 5A
5. DSL uptime:
0 days, 00:31:21
6. Data rate:
7262 / 33478
7. Maximum data rate:
8866 / 41207
8. Noise margin:
6.5 / 8.9
9. Line attenuation:
25.0 / 25.4
10. Signal attenuation:
25.2 / 23.0
11. Data sent/received:
1.9 GB / 35.4 GB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes
14. 2.4 GHz Wireless network/SSID:
BTHub5-XJFH
15. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 144 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-XJFH
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:
c8:91:f9:17:33:24
24. Modulation:
G.993.2 Annex B
25. Software variant:
AA
26. Boot loader:
1.0.0

Purchase of Home Hub 3

Hi all,
I am trying to order a new home hub 3 at the discount for current broadband users price (50% off), but I am having no joy. All i get told is to try the BT Shop (which is full price £91), Anyone know where i can order one?
The phone number on BT Shop for Broadband enquiries 0870 850 8475 doe not work, and 0800 800 150 say they can't order it for me.

Puffinz wrote:
I tried sales and it does not give a price on their order screen, so might be £92, £46 or free. But when they submitted order it would not process. Offered HH2 if I renewed contract, but that is not what I want.
I just want to purchase one under the current user offer.
If sales can at least bring it up on their screen, tell them to order one for you anyway!
Obviously tell them that you don't expect to have to pay for it, but so far as I am aware they can't actually charge for an order retrospectively anyway,unless you have already agreed to pay a certain amount for one.
Edit: Sorry... just read your post again, and I see that the order wouldn't go through, which looks to me as if they aren't trying hard enough!
These should definately be available now to any customer who requests one, but as I think I mentioned before it seems to be a case of who you talk to as to how much (if anything) you are charged for it.
Good luck!

Home Hub 3/USB HDD causing internet connection to ...

Hi Guys,
I've been using a Home Hub 3 for a couple of years without any real problems. I recently decided to plug a USB HDD into the hubs usb port to act as shared storage on the network. I initially tried using an unpowered portable HDD which failed to work (I've since found out that the port does not have the power to power these devices).
I then tried a powered HDD which worked well and I was able to map to my network. However with in 24 hours I started noticing very frequent intermintant dropping of my internet connection. Through elimination I have isolated the cause to the USB drive. On removing and powering the drive the internet connection returns to being stable with no problems.
To test if it was just a fault caused by that particular USB drive I installed a USB flash drive (I have read that the port outputs enough power for a simple thumb drive) to see if the problem was recreated. Again the drive was recognised and I mappped it to the network sucessfully. However the intermitant problem has again become apparent. It has again also been corrected by removing the drive from the home hub.
The outages seem only to be with the internet connection. The wireless network with in the home remains up and running without interfernce. The outages are all for several seconds before self correcting and can happen almost continually making the web virtually unusable. For example it has taken me 5 or 6 attempts to post this message.
Any help on the cause of this problem and solutions would be greatly appreciated. I'd really like to avoid buying a NAS etc if unnecessary.
Many Thanks,
Jeff

nickbailey_co_uk wrote:
...HDD needs to be formatted in FAT32...
Hi Nick,
Thanks for that info, and the above probably explains why it didn't work with the drive I tried it on - I'm pretty sure I formatted the one I tried to NTFS - I shall have to test it with a thumb drive.
Also, if you're looking at going down the NAS route, I've also been looking into getting a NAS and have had Netgear recommended to me - I know they're a good manufacturer, and from what I've seen it looks like you get pro-level features (such as RAID 5 (improved error correction/redundancy (for models with 3 or more drive bays)), hot swap (so you can swap out a dead drive without switching the unit off), and so on) at much closer to consumer-level prices - not 100% sure if they do one with FTP/web access, but I'd be surprised if they didn't.
Worth shopping around - there's a lot of alternatives on the market these days.

Home Hub 3 Speed Issue

Some 6 weeks ago I had an issue with losing my internet connection completly, and eventually after a long session with the help desk I magaged to reconnect using the direct port on the main phone socket. However since then I have had a speed issue and Ive been only getting speeds in the order of 2.3Mb.
However running the BT speed test tells me that the connection to my Home Hub 3 is running at 8.13Mb, but the connection to my computer is running at 2.18Mb.
I have tried every thing I can think of. Followed all the advice to improve the connection but nothing works. Reseting the Home Hub, reseting the factory defaults. I've closed down every program running in the background, disconnected the rest of the hardwired network, fitted a new shorter cat 6 cable. All to no avail. The speed still stays firmly at 2.18 to 2.15. down and 0.37 up.
Could their be a fault with my Home Hub?
Thaks for any advice.
Roy
Solved!
Go to Solution.

23:38:00, 29 Jul.
( 5932.320000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:37:29, 29 Jul.
( 5901.890000) CWMP: session closed due to error: No response
23:37:28, 29 Jul.
( 5900.920000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:37:28, 29 Jul.
( 5900.910000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:37:28, 29 Jul.
( 5900.480000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
23:37:24, 29 Jul.
( 5896.840000) DSL is down after 2 minutes uptime
23:37:24, 29 Jul.
( 5896.840000) ETHoA is down after 2 minutes uptime
23:37:24, 29 Jul.
( 5896.200000) PPPoA is down after 2 minutes uptime [Waiting for Underlying Connection (WAN DSL - Up)]
23:37:20, 29 Jul.
( 5892.820000) PPP LCP Send Termination Request [User request]
23:36:35, 29 Jul.
( 5847.820000) CWMP: session completed successfully
23:36:34, 29 Jul.
( 5846.940000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
23:36:32, 29 Jul.
IN: BLOCK [16] Remote administration (TCP [116.10.191.167]:6000->[81.154.29.9]:22 on ppp0)
23:36:32, 29 Jul.
( 5844.670000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:36:32, 29 Jul.
( 5844.660000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'
23:36:32, 29 Jul.
( 5844.050000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
23:35:08, 29 Jul.
( 5760.150000) CWMP: session completed successfully
23:35:07, 29 Jul.
( 5759.850000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
23:34:55, 29 Jul.
( 5746.980000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:34:55, 29 Jul.
( 5746.970000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:34:48, 29 Jul.
( 5740.780000) PPP IPCP Receive Configuration ACK
23:34:48, 29 Jul.
( 5740.580000) PPP IPCP Send Configuration ACK
23:34:48, 29 Jul.
( 5740.580000) PPP IPCP Receive Configuration Request
23:34:48, 29 Jul.
( 5740.290000) PPP IPCP Send Configuration Request
23:34:48, 29 Jul.
( 5740.290000) PPP IPCP Receive Configuration NAK
23:34:47, 29 Jul.
( 5739.870000) PPP IPCP Send Configuration ACK
23:34:47, 29 Jul.
( 5739.870000) PPP IPCP Receive Configuration Request
23:34:47, 29 Jul.
( 5738.990000) PPP IPCP Send Configuration ACK
23:34:47, 29 Jul.
( 5738.990000) PPP IPCP Receive Configuration Request
23:34:45, 29 Jul.
( 5737.420000) PPP IPCP Send Configuration Request
23:34:45, 29 Jul.
( 5737.410000) WAN operating mode is DSL
23:34:45, 29 Jul.
( 5737.410000) Last WAN operating mode was DSL
23:34:43, 29 Jul.
( 5735.310000) PPPoA is up - VPI: 0, VCI:38
23:34:43, 29 Jul.
( 5735.290000) CHAP authentication successful
23:34:43, 29 Jul.
( 5735.260000) CHAP Receive Challenge
23:34:43, 29 Jul.
( 5735.250000) Starting CHAP authentication with peer
23:34:43, 29 Jul.
( 5735.250000) PPP LCP Receive Configuration ACK
23:34:43, 29 Jul.
( 5735.240000) PPP LCP Send Configuration Request
23:34:42, 29 Jul.
( 5734.110000) PPP LCP Send Configuration ACK
23:34:42, 29 Jul.
( 5734.110000) PPP LCP Receive Configuration Request
23:34:40, 29 Jul.
( 5732.210000) PPP LCP Send Configuration ACK
23:34:40, 29 Jul.
( 5732.210000) PPP LCP Receive Configuration Request
23:34:40, 29 Jul.
( 5732.090000) PPP LCP Send Configuration Request
23:34:37, 29 Jul.
( 5729.230000) ETHoA is up - VPI: 0, VCI:35
23:34:37, 29 Jul.
( 5729.230000) DSL is up
23:34:36, 29 Jul.
( 5728.350000) DSL noise margin: 21.00 dB upstream, 10.90 dB downstream
23:34:36, 29 Jul.
( 5728.280000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
23:34:12, 29 Jul.
( 5704.670000) CWMP: session closed due to error: No response
23:34:12, 29 Jul.
( 5704.640000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:34:12, 29 Jul.
( 5704.630000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:33:42, 29 Jul.
( 5674.150000) CWMP: session closed due to error: No response
23:33:41, 29 Jul.
( 5673.000000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:33:41, 29 Jul.
( 5672.990000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:33:40, 29 Jul.
( 5672.560000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
23:33:36, 29 Jul.
( 5668.110000) DSL is down after 92 minutes uptime
23:33:36, 29 Jul.
( 5668.100000) ETHoA is down after 92 minutes uptime
23:33:35, 29 Jul.
( 5667.670000) PPPoA is down after 92 minutes uptime [Waiting for Underlying Connection (WAN DSL - Up)]
23:33:32, 29 Jul.
( 5664.200000) PPP LCP Send Termination Request [User request]
23:29:51, 29 Jul.
OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 81.153.31.203->69.171.248.65 on ppp0)
23:28:50, 29 Jul.
( 5382.020000) CWMP: session completed successfully
23:28:48, 29 Jul.
( 5380.950000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
23:28:46, 29 Jul.
( 5378.860000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
23:28:46, 29 Jul.
( 5378.850000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'
23:28:46, 29 Jul.
( 5378.230000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
23:26:03, 29 Jul.
( 5215.090000) CWMP: session completed successfully
23:26:02, 29 Jul.
This is some of the event log.

Home Hub 3 - Impact of changing Hub IP Gateway Add...

Hi all,
After some help/reassurance here please!
I just had an Infinity installation along with a new Home Hub 3 type B
I noticed some problems using some applications run over a VPN to a company I am working for
One of their network techies told me this (excuse the English, it is a Swiss company):
In this case, there is a wrong configuration of the local router/dns server.
The returned IP 92.242.132.15 is an intenet address. The local physiical network has a configured DNS on 192.168.1.254, this address is reserved for special use on the Cisco security agent. The local router device must be reconfigured to not be a DNS or not use 192.168.1.254.
Looking at the Hub settings sure enough 192.168.1.254 is the Hub IP Gateway Address.
There are some instructions here on BT site on how to change the settings
But, if I follow these and change:
DHCP Server Enable from Yes to No
Hub IP Gateway Address from 192.168.1.254 to 192.168.1.253
DHCP Network Range End address from 192.168.1.253 to 192.168.1.252
Will this cause any problems?
Thanks in advance for your help
Solved!
Go to Solution.

OK... no one knows. Fair enough.
Thought I would answer myself in case it helps anyone using the search facility in the future.
I found that in fact you can reset the hub to a different preset range of IP addresses. 172.16.0.nn
This worked fine, and does NOT reboot the hub in case anyone is concerned about that.
Note you may need to renew the DHCP lease on the attached PCs... this is simply opening a command prompt:
type "ipconfig" (no ") if that shows an IP address in the old range then type
ipconfig /release - should now have zeros
ipconfig /renew - should now have an IP address in new range
One of the techies that did not answer this may say you do not need the "release" first. But I was not sure so did both.
This also fixed the contention with the VPN's Cisco Security Agent

BT Home Hub 3 is **bleep** !!!!!!!!!!!!!!!!!

Okay so its know secret that BT send out HH3 that are **bleep** and can't do the job of talktalk modem/routers so i asked if i could have a Home Hub 2 send out to me because i need to run a server and HH3 will not or can not do "loopback"
so they are saying HH3 will work on my phone line but a HH2 will not work this sounds like **bleep** because i know people that still use their HH2 and my telephone exchange is the old type as i live in a very very small village.
Im leaving BT as soon as my contract is up and i cant wait.
SLOW SLOW BT CONGESTED EXCHANGE THAT I SEEM STUCK WITH HOWEVER AT PEEK TIMES WHEN I HIT A VERY SLOW 1MB ON MY BT LAND LINE THAT COST ME AN ARM AND A LEG I CAN JUST DISCONNECT FROM IT AND CONNECT TO NEXT DOORS VIRGIN MEDIA UNSECURED D-LINK ROUTER AND GET A 2.6 CONNECTION. HOW ???????????????????? AND WHY????????????????? IF ITS CONGESTED HOW IS THAT EVEN POSSIBLE OR DO VIRGIN PAY BT A **bleep** LOAD OF MONEY.
Solved!
Go to Solution.

New message from BT and seems they got things wrong im happy to say they are sending out a HH2
I dont like this part tho:
"I have also sent you a returns bag so you can return the hub 3 to us"
as i have been with them for 15months i would have thought i now own the HH3
This is my good news for today from BT:
"Sorry BT asked me to remove the reply so i had to remove it"
SLOW SLOW BT CONGESTED EXCHANGE THAT I SEEM STUCK WITH HOWEVER AT PEEK TIMES WHEN I HIT A VERY SLOW 1MB ON MY BT LAND LINE THAT COST ME AN ARM AND A LEG I CAN JUST DISCONNECT FROM IT AND CONNECT TO NEXT DOORS VIRGIN MEDIA UNSECURED D-LINK ROUTER AND GET A 2.6 CONNECTION. HOW ???????????????????? AND WHY????????????????? IF ITS CONGESTED HOW IS THAT EVEN POSSIBLE OR DO VIRGIN PAY BT A **bleep** LOAD OF MONEY.

BT Home Hub 3 and Android 4.2.1 WI-FI issue

Hi, i'm seeing a really annoying issue on my nexus 4 running android 4.2.1. The wireless works perfectly when i am connected at home to the HH3. Everytime i leave the house and go out of the home hubs range, when i return, the BT HH3 shows as "Not in range" even when standing right next to it.
As soon i toggle Wi-Fi off then back on on the nexus 4 it connects instantly with a signal strength of excellent. The hh3 is set to channel 13 and looks to be not conflicting with another router on wifi analyser.
If anyone has seen anything similar on another android device when using a HH3 i would appreciate any feedback or potential fixes.

I have a HTC Desire with Android 2.1, and a home hub 1, and have no problems. Do you have another router you can try, or perhaps use as an extra wireless access point?
I do know that people seem to have problems with the HH3, for some reason, but I cannot see why it should be an issue with an Andriod device, as they normally remember wireless settings.
Channel 13 can cause issues with some devices.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Devices Missing from Home Hub 2 List

I have seen many entries on various forums about people connecting device and not seeing them on the network list.
I had this problem and went through all the suggestions and finally did a reset to factory defaults. This cured the problem temporarily but it returned the following day.
After lots of analysis it seems that the HH2 can only display 10 devices at any one time, so when I added the 11th device to my network – it does not seem to matter weather its wireless or not, it is not in the list – delete an existing entry and refresh and the new device appears.
Is this normal behaviour or is my HH2 faulty?

marcelaj1 wrote:
I know they are connected as I first noticed the issue when the P.C. I was logged onto interface with was not in the list.
From what you are saying this is normal for these things.
Its much the same on the home hub 1. Sometimes devices do not show as connected, even though they exist in the main device list. I get the impression that the web display only updates if the device has been active for a while.
There is nothing in the firmware to trigger anything, when a device status changes.
If I log into the telnet interface on the HH1, and use the command "hostmgr list", the device is shown on the list.
Telnet is not available on the HH2.
I would not rely too much on the device list. If you really want to see if a device is present, then simply "ping" it.
I actually use static addresses on my network, as it makes it easier to detect if a device is active.
See Static IP with Home Hub
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

The Home Hub PS3 Remote Play Issue

The problem:
If you set your PS3 to allow remote start via the internet (a better and more 'greener' option than leaving it on all day) and power it down, the PS3 will turn on again only after a few seconds without you connecting via remote play, after nothing connects to the PS3 after 2-3 minutes, the PS3 removes the option to allow remote start via the internet to save the PS3 powering up and down all day, thus rendering the remote play feature useless unless your in the same house which is somewhat pointless.
Now..The PS3 doesn't start by itself from outside influence, it starts from a broadcast from the router itself. You can test this easily by turning your PS3 off with Internet Remote Start enabled, and immediately thereafter yanking the internet connection from your router. The PS3 will still start by itself, even with no internet connection.
The culprit is the ARP table of the router, which is what links the MAC address to the IP address. On most routers, this is a dynamic table which updates by itself every now and then, by sending a broadcast (signal to all machines on a network) asking for a reply from a specific IP address. It goes like this:
BT HOME HUB: Hello, I have an IP address 192.168.0.144 in my system here that reported it had a MAC address of 01:44:23:F4:E5:23. Could the owner of IP address 192.168.0.144 please report the MAC address so I can confirm and update?
PS3: Wohoo, I have 192.168.0.144. My MAC address is 01:44:23:F4:E5:23. Please update your records.
(30 seconds go by)...
BT HOME HUB: Hello, I have an IP address of 192......... and on it goes. My router checks every 30 seconds, some check every minute, others every hour, 6 hours, etc etc. The problem here is though, that the ARP table update request will turn on the PS3. So mine gets a wakeup-call every 30 seconds.
This is called an ARP broadcast, it is sent from the router (and other machines on the network) to the IP 255.255.255.255, which is received by all devices on the network. The PS3 will only respond to ARP broadcasts from its Default Gateway, meaning only the router can wake it by ARP broadcast, the other machines on the network cannot.
The Solution:
Allow users to telnet their own home hub or create a firmware update fix.
We've been looking into getting the new BT Infinity, can anyone confirm if the Infinity hub is the same as the HHv2 with all its problems?

Very happy this morning, after over a year of waiting for the remote play feature to work with the home hub and PS3..it looks like BT have added a fix into the Home Hub v2 FIBRE. last night i thought i might as well give the remote play a go as there might be a slim chance of it working AND IT DID! i set the PS3 to remotely start via the internet, powered down and it stayed in standby mode!!
unfortunately this doesn't mean the old hubs work though (although i cannot test this) so ill still be bumping this until there's an official response. Can anyone confirm that the old hubs still don't work for me? we got rid of the old hub when we upgraded.

Home Hub 5 Firewall bug causing dropped DSL connec...

We've had infinity 2 since the start of December (2013) and have had nothing but problems with it. It frequently (5x a day atm) drops the connection, sometimes it fails to re-obtain the connection so does a full restart.
We had an engineer round who couldn't find anything wrong with our line, swapped us to another cable pair, but after a week of "stabilisation", the problems were still there. We had a "new" home hub, which had been left using a test bench WiFi Id, so I suspect it was another faulty return they've given us. It has been better - possibly 1/2 the number of disconnects, but still having problems. We had another engineer round, who replaced the backplate on the BT socket with a new one, with better rated capacitor for filtering. A few days later, not much better.
What I have noticed from the logs, is that the loss of connection frequently happens a few minutes (normally 2, sometimes 10) after the hub has blocked bogus (normally Chinese) remote admin attempts. Is there another attempt they're making that kills it, or is there a potential bug in the firewall that trips the reset?
08:34:03, 01 Feb.
IN: BLOCK [16] Remote administration (TCP 61.160.195.250:6000->86.134.x.x:22 on ppp3)
08:05:09, 01 Feb.
IN: BLOCK [16] Remote administration (TCP 211.75.112.37:61650->86.134.x.x:80 on ppp3)
It quite often drops the connection just after I have connected using my Android phone (which has no problems with any other device).
The log (before a reset) also includes bogus entries such as:
09:08:18, 01 Feb.
BLOCKED 2 more packets (because of Advanced Filter Rule)
09:08:17, 01 Feb.
OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath12_out/rule/0: UDP 0.0.0.0:68->255.255.255.255:67 on ath12)
Again, the firewall kicking in, just before a reset? Coincidence?
Line stats:
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 15/01/14
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 00:28:57
6. Data rate:
6446 / 52409
7. Maximum data rate:
6616 / 52721
8. Noise margin:
6.2 / 6.1
9. Line attenuation:
0.0 / 23.2
10. Signal attenuation:
0.0 / 21.3
I'll have to give the line a few more days after last week's engineer visit before they'll listen to me again, but I'm considering cancelling my contract on the grounds they're unable to provide me with a stable broadband connection - despite the same line running standard ADSL perfectly well for 4 years
Oh, the HH5 also makes a quiet whining and ticking noise if you stick your ear up to it - is this normal?

You still have the same fault but not with the OR modem. Sounds like the HH5's are faulty
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HP Deskjet 3070a and BT Infinity Home Hub 2.

I purchased a HP Deskjet 3070a yesterday and I can't get it to connect to my BT Infinity Home Hub 2. There are 2 ways of connectng to the wireless network:
1) Push the WPS button on Hub - but the BT Infinity Hub doesn't have one
2) Enter the 8 digit pin (generated by the printer) into the routers configuration - I can't see anywhere in the Hub to configure this
I purchased the printer to use Wireless ePrint so if I can't resolve I will return to HP.
I see other people have experienced similar problems. I can't believe a standard HP printer has problems connecting to one th UK's most widely used broadband hubs.
Hope someone can help
Brad

There is a third way to get Deskjet printers on a network. The primary method of connecting the deskjet to a network is to use the software on the computer to do a USB to Wireless connection.
What operating system does the computer use?
The steps to do this for your respective operating system can be found in this document from HP. The steps start after the WPS method. USB to wireless will require a computer on the same network and a USB cable to transmit the network data to the printer.
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Home hub 3 returns request

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