Broken Home Hub?

After yet another lengthy and utterly pointless online help chat, then phonecall with the BT broadband help department I'm asking for some advice here .....
For over a year now, I've been having problems with my wireless/ bb connection. it happens like this:
My wifi connection suddenly drops - the homehub shows a normal status (blue lights with BB showing as connected), and my macbook shows that it is receiving a signal from the homehub, but when I try to reconnect, a "connection timeout" window appears immediately. I can connect at these times using the ethernet cable. The wireless signal drop affects all wireless devices (phone (on wifi connection), kindle, ipod touch) so it is clearly not just my macbook.
If left alone, even for 24 hours, the problem does not resolve itself, and requires a reset of the homehub to get the wifi signal to connect again. Having to reset like this sometimes causes the IP profile of my line to drop to ridiculously low speeds (135 kpbs last time) and I have to then go through the process of calling BT to get it raised again - very stress provoking). So I really do not want to be resetting the Homehub all the time.
I've tried setting the Homehub to automatic channel selection, and I've also tried manual channel setting, but the problem persists.
The difficulty is, when I call BT, they just spend ages doing the same tests to either get the wifi signal connected again, or get my BB speed back up to what it should be, and there is no further action. They only seem to be interested in dealing with the symptoms not the cause and cant accept that this is an intermittent problem - expecting me to make a new help call each time it occurs. Last time I decided to make a formal complaint in the hope that this would provoke some action, but I got one phonecall (during the time I said I woudl not be available) and no further contact.
So, the question is, does this sound like a problem with the homehub? if so, I might as well just buy myself a better router and have done with it.

leontaylor wrote:
thanks Keith - I've had a look at that page of advice. Its a bit technical for me, but I cant see anything there that would be applicable?
Well its just putting together all of the possible wireless issues in one place.
If you have tried all of my suggestions, apart from perhaps changing to static IP adresses, which can be difficult sometimes,
then maybe there is an intermittent fault with the home hub.
You are free to use your own modem/router instead of the one that BT supply, especially if you do not use Broadband Talk or a hub phone.
The router has to be suitable for ADSL lines, (supporting PPPoA). There are plenty of other people using different ones.
If you really need to keep using a home hub 2, then they are still available for sale.
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.

Similar Messages

BT Home Hub 3 GigE broken?

I just got BT infinity installed today.
All is working fine and getting 70/20 mb speeds, this is when I connect the cable to port 1, 2 or 3. However when I connect the cable to port 4 GigE it just drops connection. I open a dos command and ping a random website and get several timeouts every 2-3 successfull pings. Browser tries to find a website but eventually times out after 30 sec with an error connection problem. Plug it back into any other port and its blazing fast again. Is my home hub 3 GigE port broken and need a new one or is it something else? I have a NAS and really could use the gigabit speeds.
Software version V100R001C01B031SP09_L_B

Hi it sounds like a faulty hub port contact the help line on 0800 111 4567 and get them to send out a repleacement
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Home hub 3 issues

Hi
I need some help if anybody is able to offer it.
Our home hub 3 is working intermittently at best and has been so for several weeks now. It drops out frequently. We have to restart it at least daily and change the channel 3-4 times daily just so we can have a decent wireless connection.
I spent two hours on the phone with tech support last weekend being guided through the process of changing the channel, something I could have done in 30 seconds if I'd been advised that was what needed doing.
I am very close to stamping on the blooming thing. It's clearly faulty and unfit for purpose and wouldn't be any worse for a good stomping.
So two things. How likely is BT to offer me a product/service that works properly (any nice BT people around to help me with that one?) or, failing that, how legal is it for me to quit the contract without penalty on the basis that the service I'm paying for doesn't work and is therefore not fit for purpose? I'd rather the former but I must admit to becoming somewhat resentful at having to pay for something that's broken. There comes a point, you know?
Thanks in advance
Bren

Hey imjolly,
Interesting development. Following my complaint to BT which contained that old adage 'not fit for purpose', I received email and a phone call stating that 'some changes have been made at the server end which should improve matters' or words to that effect. Sure enough the service does appear to be more stable than it was and close to what it was until a few weeks ago.
I'm obviously glad that I finally have the service I pay for but I'm not impressed by the palaver I had to endure to get it. Clearly there was something that BT could have done but didn't until I got shirty. My contract is up in a couple of months. I'm pretty sure that BT is going to struggle to keep my custom. The service is great when it works but when things go wrong there just doesn't seem to be a customer focused response.
For all that, I wanted to say thanks to you for your input and suggestions. Thank you
Bren

Port Forwarding on Home Hub 5 not working

Hi,
Is anybody else having problems getting ports to forward on their Home Hub or Home Hub 5?
I am a new BT customer, less than a week infact and BT have been utterly hopeless in getting this resolved. All they do is send me instructions for port forwarding on a homehub which I do not need and tell me that i need to pay for their tech support to investigate it further which is freaking ridiculous considering port forwarding is an essential part of any router and this router is brand new, less than a week old. (Do BMW sell you a car and then refuse to take responsibility for a broken engine?)
My other option is buying an ADSL 802.11ac router for £150 which out of principle, i dont think i should have to do. One of the reasons i came to BT in the first place was because the homehub is supposed to be one of the best free provider supplied routers around.
Please only reply to this if you know what you are talking about or have experienced this same issue yourselves. I reiterate that I have not missed any configuration steps on my part and this is a case of the homehub simply not working as it is designed.
Scenario:
I like to have remote desktop access to my home computer from external networks. I do not use 3rd party software such as 'log me in' or 'team viewer', I like to use Microsoft Remote desktop and had been doing so for years with my Sky broadband until last week.
I have dynamic DNS running on my machine which updates my constantly changing external IP to the dns server so dont worry about that, thats all good.
I have correctly set up the forwarding of TCP 3389 to the static I.P of my home desktop on the homehub (and rebooted and or factory reset several times)
Result:
Nothing. The homehub displays as though it has forwarded the ports yet i am still unable to remote in from an external network. The port shows as closed when i run a port scanner.
The same goes for other ports I have tried to open. For example, my Xbox One.
BT are sending me out a replacement Hub to try but I fear that this will have the same result as i have seen a few other people post with the same issues.
If anybody has experienced and or resolved this, please let me know and i will be forever grateful
Thank you

When you do a major network revision always reset the TC to factory and start over.. it simply remembers too much of the last setup.
Plug WAN TC into the HH5 and run through the airport utility again. The TC must go into bridge mode. It then should work fine, but I recommend particularly with Mavericks you use strict naming.
Not apple names.. long, loose and loopy.
Names that are short, 2-10 characters is plenty but make an upper limit of 20.
No spaces..
Pure alphanumeric.. no apostrophe or any other odd character.

Bt home hub

I wantd to get into my 2.0 Home Hub Manager (the black home hub) to see the settings. I have searched all over the bt site and I keep being referred back to http.//bthomehub.home/ BUT when I type this in, I get back, page not available, moved, not working. Does any one know if this bt page still exists, has moved, broken down etc. or any other page that will take me to my hub. I have my password to take me into 'Settings' if only I can get there. Bejay
Solved!
Go to Solution.

Bejay you should mark the last post as an accepted solution.
wedding
Mistakes and embarrasing goofs in e-mails are only discovered when you've sent them!

Will BT upgrade me from my ancient Home Hub v1.0 ?...

I've been a BT Broadband customer for about 6 years, and I'm still using the same version 1.0 Home Hub that I got when I first signed-up all those years ago.
What do I need to do to get a more modern Home Hub from BT?
The one I've got isn't broken as such, but I'm a bit fed-up with it resetting itself all the time, especially when I'm playing online games, particularly those played viia Steam (which I do a lot). It would be nice to get one that doesn't reset like this, especially as I'm paying for the top/unlimited package.
Cheers
Joe

JoeFoulkes wrote:
I've been a BT Broadband customer for about 6 years, and I'm still using the same version 1.0 Home Hub that I got when I first signed-up all those years ago.
What do I need to do to get a more modern Home Hub from BT?
The one I've got isn't broken as such, but I'm a bit fed-up with it resetting itself all the time, especially when I'm playing online games, particularly those played viia Steam (which I do a lot). It would be nice to get one that doesn't reset like this, especially as I'm paying for the top/unlimited package.
Cheers
Joe
Simply phone 0800 111 4567 and tell them that your router keeps resetting itself. If you're in contract they'll give you a new HH3, if you're out of contract then by agreeing to sign up for 12 months - and they'll probably offer you a deal to lower your BB cost too - you'll get a new router.

Home Hub 2 Manager unable to access

Hi all
First post and I hope somebody can help me
I have a BT Home Hub 2.0 and for some reason I can now not access the Hub Manager from my laptop pc, which is running on Windows XP
Everything was fine until about a week ago when we had issues using the PS3 as this also was not connecting.
I also have the same problem with my Samsung Galaxy phone which also will not connect
I have tried rebooting, turning off, but I just can not get into the hub manager screen.
Hope to hear from somebody soon please . . .

hi
tried the 192.168.1.254 and Enter
message returned as
The webpage "192.168.1.254" cannot be found DNS error occurred. Server cannot be found. The link may be broken
The page you are looking for is currently unavailable. The Web site might be experiencing technical difficulties, or you may need to adjust your browser settings.
Other options to try:
Click the Refresh button, or try again later.
If you typed the page address in the Address bar, make sure that it is spelled correctly.
To attempt fixing network connectivity problems, click Tools, and then click "Diagnose Connection Problems..."
See if your Internet connection settings are being detected. You can set Microsoft Windows to examine your network and automatically discover network connection settings (if your network administrator has enabled this setting).
Click the Back button to try another link
Have been trying this and also http://bthomehub/ but nothing wants to work
I have tried it also on two other computers both with the same result, unable to connect to Hub
Thanks for the advice

Bt want old home hub back and i dont have it anymo...

Hi hope some one can help me with this. My old home hub got broken and I called bt on Sun 6th May for a new one. I received the new one on Tues 8th May.
A week later I received a letter from Bt informing me to return the old home hub back for recycling within two weeks or I may be charged for it.
My problem is that I wasnt told of this on the phone ( was told replacement hub would be free) and there was nothing in package the new hub came in either. I no longer have the old one as i have thrown in out.
I called bt and got nowhere. I was passed to many different people and left on hold many times. After 45mins of this I hung up. Now today I received a frrepost bag from BT to return the old hub.
Does anyone know how much I will be charged or is it a case of waiting till next bill comes in?

Hi bambieyes and welcome
Hmm, IMHO BT should of told you this at the time you reported it
I'd say they now ask for the old one to be returned to prevent fraudulent 'claims' - NOT saying this is you, just a general example. Some may state theirs is broken, then sell it on a well known Internet auction site...
Anyway, ask the mods to see what they can do for you. You need to fill out this form - http://bt.custhelp.com/app/contact_email/c/4951
You should get a reply within 72 hours
-+-No longer a forum member-+-

Lack of loopback on Home Hub 3 is making me consid...

The lack of loopback on Home Hub 3 is making me considering quitting BT Infinity. Why? Because as a software developer this is a giant paint in the **bleep**!
Every application I develop from home has to use local IP addresses, which means it keeps adding development time to my projects as I cannot use hostnames and have to keep writing go-arounds. It's a giant PITA!
I mean, sure, if you didn't support some wacky new technology that only 1% of people used then that'd be understandable but BT Infinity is FAST internet and people who pay £40 a month for FAST internet usually aren't the clueless old people you think they are!
I don't even like BT I think you lot are a bunch of crooks, but I don't live in a cabled area in my new house so I'm stuck with you. Considering moving to a friends FTTC service even if I do have to pay £20 extra a month.
So BT, pull your finger out of your god **bleep** **bleep**, hire some decent developers and fix your **bleep** because I and thousands of other customers are wound up by this. You're doing nothing to inspire loyalty. Nothing.

Welcome to this forum. This is a BT domestic customer to customer help forum, any messages posted here do not go to BT.
Its possible one of the forum members may be able to help you if its a general enquiry.
You do have the alternative of using your own router, there are plenty of cheap cable routers available.
If you only have one PC connected, then you can connect it directly to the modem, by setting up a PPPoE network connection type.
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.

Regular disconnection from my Home Hub 2.0 on Infi...

For the last year I've been getting regularly disconnected on the wireless from my Home Hub 2.0 router on Infinity - and have to reset to get the connection back (this happens to all phones and laptops connected) - this is despite the blue lights remaining 'on' on the hub. It's now getting more and more frequent (5 times per day) - making skype calling a challenge. Also the line speed degrades and a reset brings this back up. I contacted the help line a few months ago but failed to fully resolve this. In my mind the home hub is faulty and I need a new one - but seems v difficult to get that to actually happen.
I'm on the verge of cancelling and going to another provider now I'm out of contract - any advice?

From the memory, (which is not very good at the best of times), the Home Hub 2 is not infinity compatible. The router needs to be able to support PPoE on a WAN port. The HH2 does not have a WAN port.
Other than that there are lots of threads on here re: unreliable wireless connections. Too many to list all the definitive suggestions. A search should help.
As to BT replacing the router, BT may replace it if it is deemed faulty within the warranty period. If the router is over a year old it will be out of warranty and as it was purchased by you as part of the contract it will be your problem to sort out.
Many on here have replaced or not even used the supplied router. As long as the replacement supports PPoE and has a WAN port, (i.e. Cable router), you should be OK. There as also a growing number of routers that are VDSL capable so it may be a consideration to replace the modem as well. With regards to router replacement this thread may be of interest.
http://community.bt.com/t5/BT-Infinity/List-of-Routers-to-replace-Home-Hub-3/m-p/298203/highlight/tr...
Dave

Issues with Home Hub 3 Wireless. And lousy teleph...

I don't know if this forum is moderated or followed by BT support staff, but I sure hope so.
After coming from Virgn Media for my BB to BT infinity (Awesome speeds btw!) I'm pleased with the connection and, up until today, the support. I now have issues with my Wireless devices on the HH3.
This is the outline of my setup:
I have the Open reach modem connected to the home hub. I then have the 1Gbps ethernet port from the home hub that is connected to a 1Gbps 5 Port switch that connects my wired network together (Consisting of my Xbox, Networked Printer and my Desktop PC). Wireless serves 2 Laptops, an Xperia U phone, and a G5 Ipod touch (not all mine, I have a flat mate).
My issue is that when more than one device connects via WiFi, the WiFi network has serious issues: The connections don't drop per se, but websites are not delivered, data transfer is intermittant at best - i.e. the WiFi network simply does not work. When there is only one device, there is no issue.
Now, being a techie (I don't mean to title drop, but I think it's important that technical support know that I know my stuff) I'm an electrical engineer (The graduate type) and I know my IT - so I have my own idea of what's wrong with this.
Now, as my order was not completed until yesterday, techincal support couldn't/wouldn't help until today. Yesterday, however, I spent hours trying to solve my issues and got as far semi-solving the problem. I managed to get everything working nicely together when Wireless N is disabled and only a/b/g is enabled. Great, but a main selling point is the Wireless N and I want to use this.
So, today I phoned technical support. I should also note here, and I made this perfectly clear with support, that when the WiFi starts to missbehave, the wired network still works perfectly and I have no issues with internet connectivity with any wired devices. So, clearly this is not a line fault - it's on this side, aka, the router WiFi side where the problem resides. Support decided to do a line test anyway - and of course it got the all clear. He then asked me to reset the router (Yey, again after I had done it plenty of times before, only this time I had customised the SSID and the LAN IP addresses and now they need done again). He then went on to state that I should receive an e-mail with instructions on what to do next, and if they are still issues to reply to a text message that will be sent.
Duly, an email arrived. It began with "Sorry you had to call us today about your wireless disconnecting. We’re pleased we could help you get it working again." and continued on with with this theme. No, my problem is not resolved! I phoned back, this time advising me to change channels, and check individual devices to see if they're any conflicts - I did this pretty quickly and disabled and re-enabled WiFi on my Laptop, phone, ipod and still to no avail.
I have now been told that I will get a phone call between 3 and 3:30pm to see if the WiFi will settle down. huh!
I don't mean to be such a pain and sound like such a git, but this is not an issue that I believe the technical support (via the call centre anyway) will be able to solve. This is an issue with the HH3, mine at least, not being able to handle mutiple WiFi devices conntected simualtaneously - all but one on N, the other on G. Now, I'm of the understanding that this shouldn't be a problem. I'm sick of telephone support going through their script without listening to the whole issue either or beleiving that I spent a good 2 hours yesterday getting to the bottom of this. I don't need line tests, I don't need resetting the router, I don't need changing channels - I've did all this!
So it looks as though I'm stuck on HH3 in 'G' for now until we solve this issue.
Further information: I'm using the type A HH3; again wired devices are not impacted in any way from this issue; I have tried multiple different channels; YES! I've reset the router and power cycled it; And this issue happens wether my WiFi devices are 1 meter away from the HH3 or 15 meters away.
Could this be a bad HH3 or frimware issue? Can someone suggest something or highlight something that I've perhaps overlooked or missed?

This is only a customer to custome help forum.
This link may help, although some of the things you may have already tried.
Wireless can prove quite unreliable, and an separate wireless access point can help.
Wireless connection problems
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.

Wifi connection issues with Home Hub 5

Hi can any body help because I am starting to get very frustrated with the Home Hub 5 and it's wireless connection.
infinity 2 was installed at my house in the beginning of September, everything worked Ok for three weeks then for no apparent reason the hub kicked out all of my wireless devices (phones, kids iPods, tablets etc) at 6:45 one morning. When I got home from work I rang BT and was told to perform a Pin reset. This seemed to work but less tham 48 hours later at exactly the same time in the morning the hub kicked out all of my devices again, this time I just pressed the restart button on the top of the hub and everything reconnected but the Wifi range within my house had dropped. A few days later the hub kicked all my devices out again (each time it has done this the light on the hub has remained blue showing it is supposedly working OK)
One evening this week the hub of its own accord cycled through all the colours of lights indicating problems and that it was restarting. Today at 10:15 the hub kicked all my Wifi devices out again. I have contacted BT every time this has happened and told them about the poor range of the Wifi signal.
I do not want to be restarting/resetting my Hub every couple of weeks i need a permanent solution.
One of the reasons I switched from TalkTalk to BT when fibre became available was the fact that the Home Hub 5 was supposed to be the best provided router by any of the networks, being the only one that is an AC class router. The thing costs £130 if you want to by one. Quite frankly the £60 TP-Link dual band router I bought when I was with TalkTalk had a better range and was more stable. I would switch back to that if I knew BT's router settings (but they like to keep that a secret)
I really am beginning to regret switching from TalkTalk. Please someone restore my faith in BT.
Sorry for the lengthy rant but I hope you can understand why I've ranted for so long.
Nick

Hi imjolly
Sorry its taken a while to reply to your post.
I wanted to try BT's latest attempt at a solution before i tried your idea.
Since your reply the Home Hub 5 has dropped the Wifi connection to my devices another three times.
The second time less than 30hours after BT's so called fix, which was to make sure the 5Ghz channel was not syncing with the 2.4Ghz channel. Tonight it went again and BT's response was to take the router out of smart channel selection and manually select channel 9,6 or 11 on 2.4Ghz and 36,40,44 or 48 on 5Ghz. Well I havent even bothered with that, if the prats at BT would look at their records they would see they have already suggested that.
This HH5 is the most unreliable piece of garbage i have ever had the misfortune to use. WHY OH WHY did I leave TalkTalk
I have tonight tried your solution. Fingers crossed that this works.
Nick

Issues with Gagabit connection on BT Home Hub 3.0

I did post this is the BB Other Forum, but got no reply, maybe someone can answer it in this one.
I have just received a BT Home Hub 3.0 to replace my old HH 1.0
I have connected the hub up and 'assumed' that if I plug port 4 into my existing gigabit home network everything would work simple. However this is not the case.
My existing ;working' home network has the following
1 x PC
1 x Laptop
1 x N.A.S
These are all connected by a 5 port Netgear Switch (GS605) they all have the yellow light to say they are at gigabit speed.
When I plug the HH 3.0 into the swtch, the light only comes up as orange (100mps). I have tried changing cables, but still the same result.
However, if I connect the PC directly to the HH 3.0 then my Local Area Connection says it is connected at 1.0Gbps.
When connected to the switch, my connection through the HH 3.0 is very slow, but when connected directly to the HH 3.0 it is running at speeds I previously had.
I have disconnected all items from the switch, powered down the HH 3.0 and connected it on its own. The yellow (1Gbps) light flashes for a while and then changes to orange.
Can anyone advise?
Regards
Trevor

I have tired connecting just the HH 3.0 to the Netgear Switch with cables that I know work at 1 Gbps and into all the ports. Resetting the HH 3.0 on several occasions.
Each time the light flashed yellow and then turned to orange. I know the switch works as I have green lights when known Gbps items are connected, eg, PC, Laptop and NAS.
When I connect my PC directly to the HH 3.0 in the Gbps my network connection comes up as 1 Gbps.
It is just when I connect the HH to the switch.
When I go to the Home Network setting on the HH I have the following. The hub is connected to the switch on ethernet port 2
PC connected at 1000 Mbps (directly to the Gbps on the home hub)
BT Vision connected at 100 Mbps (directly to port 1 on the home hub)
Laptop connected at 100 Mbps (connected to the switch) but is showing as 1 Gbps on the switch.
NAS connected at 100 Mbps (connected to the switch) but is showing as 1 Gbps on the switch.
Any further ideas?
Regards
Trevor

Problem with password in home hub manager

Hi
I have a pc and a laptop connected wirelessly to homehub 3. connection is fine having swapped the hub for a new one.
The problem I have now is that when i go into hh manager on the laptop, I cannot enter a password to get to settings.
I get admin as user and cursor won't work in password panel.
On the pc it works fine. It's no biggy as I can acess settings on the pc but anyone know why it is happening?
This is the screen I get. Different to the usual one.
To prevent unauthorised access, your BT Home Hub's settings are protected by a password. To change the settings in your BT Hub Manager, you'll need to enter your admin password, then click the 'OK' button on this page. Please remember the password is case sensitive.
Username:
admin
Password:
Solved!
Go to Solution.

somniac wrote:snipped
connection is fine having swapped the hub for a new one. The problem I have now is that when i go into hh manager on the laptop, I cannot enter a password to get to settings.
Swapped from a what version hub? It does sound like you may of been using a v1 or v1.5 hub prior to using the hub3
What happens if you go to saved passwords on your laptop, locate the 'admin' one, make a note of it just in case and delete it. Does this allow you to access the hub manager now?
-+-No longer a forum member-+-

How to connect a BT Home Hub V3.0 Type B wirelessl...

On my network I have a BT Home Hub (version 3.0 Type B) as the main router. I also have an old BT Home Hub (version 1.5) lying around. The router is located in the study and I hope to set up the spare home hub as a wireless repeater in the lounge next to the study. This would allow me to give a Sony TV access to the internet via an Ethernet cable connected from the TV to the wireless repeater.(By the way the Sony Wi-Fi dongle costs £70 and the reviews on it are awful.) Any thoughts on how to do this? Some clear concise instructions would be very useful.
Solved!
Go to Solution.

imjolly wrote:
From memory you can't connect them wirelessly
That is correct, you cannot do it.
Broadband extenders would be a much better idea.
http://www.shop.bt.com/products/bt-broadband-extender-500-kit-8W3T.html
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.

Broken Home Hub?

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