Faulty Home Hub 5?

Just bought a , supposedly, new HH5 - Type A - off ebay & I'm inclined to think it's faulty plus I've a question about it.
Problem.
I've defined my own SSIDs but can't break the link between the 2.4ghz & 5ghz bands as every time I click on the 5ghz tab the router reboots.
It's running firmware 4.7.5.1.83.8.173.1.6 if that's relevant. Think I've put the full stops in the right places.
This surely must suggest it's faulty.
Question.
On all my recent routers I've been able to allocate fixed IP addresses outside of the normal DHCP range & when the device connects to the router DHCP assigns that fixed address.
I can't see how to do that within the HH5 - is there a way?
Solved!
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You can use IP addresses outside of the DHCP range, but they have to be defined on the device itself. The home hub can only allocate IP addresses from its DHCP scope, and there is no way to actually reserve specific IP addresses within this range.
http://forumhelp.dyndns.info/networking/staticip.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.

Similar Messages

Why was my order to replace a faulty Home Hub canc...

Having been told last Thursday by one of BT's technical support team in India that my Home Hub was faulty, I was assured that I would receive a replacement within a couple of days, followed by a phone call between 2 and 3 pm yesterday afternoon to ensure that it had arrived safely.
As I received neither a replacement Hub, nor the phone call, I contacted them again this afternoon, only to be told that my order had been cancelled "for technical reasons", and the representative to whom I was speaking seemed unable to explain why this had happened, and just kept apologising.
She has now placed another order, and this time has given me the actual order number, but has told me that I will now have to wait another two or three days, during which time my broadband is still almost unusable.
This is NOT the level of service I expect to receive from BT, and I would like to escalate my complaint.

then to get an engineer who carries the modems you will need to agree the terms - charge if your fault before they will arrange an appointment
don't know if this helps http://bt.custhelp.com/app/answers/detail/a_id/12439/c/
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Faulty Home HUb 3.

Why was this post removed ?
Solved!
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Hi Terryb
I sent you private message if you can check it, it will provide a full explanation why it was removed and an offer of help regarding the issue experienced with your hub 3.
Thanks
Stuart
BTCare Community Mod
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Defective Home Hub 5 - how to get a replacement

In addition to all my trouble with BT TV in combination with Infinity 3 FTTP (https://community.bt.com/t5/YouView-box/No-BT-TV-with-Infinity-3-4/td-p/1110464), I also received a faulty Home Hub 5. THe internet connection drops every few minutes and it is completely unusable. As soon as I connect my Home Hub 4 with the same cables, the connection is perfectly stable.
I contacted BT by e-mail and after several useless exchanges telling me that it could have external reasons or the wiring could be the problem (no it can't, as it is working with the HH4), I was asked to provide a time I am at home and reachable, so that someone can call me and check the HH5 connection. This Saturday morning I got a call and was told that they cannot help me as I have FTTP (what a surprise, it is visible in my account and I mentioned having Infinity 3) and they have to transfer me to the Fiber team. The forwarded call got lost after no one picked up and I received this e-mail:
"As per the conversation we had over the phone I have transferred your call to the FTTP desk, as we are from the copper line desk we cannot proceed further to deal this issue. You can also try reaching them at 0800 800 151 (12pm to 8pm Mon - Fri). Please do write back to us for further queries." I.e. I got forwarded to a team that was not even available today.
So to summarise:
- It is completely obvious that my Home Hub 5 (I paid £50 for) is faulty and just needs to be replaced
- Instead BT is wasting my time again and again giving me completely random reasons why it might not work
- While I mentioned it multiple times and it has to be visible in my account, I apparently was contacted by the wrong team for days
- While BT offers Infinity 3/4 FTTP they don't seem to have any idea how to support / handle it. They cannot give me BT TV, they cannot even give me any kind of support with a faulty router
It is just absolutely incredible ...

Doesn't help you but why did you buy a HH5 if your HH4 was working OK?
Try a factory reset of the homehub by pressing a pin
into the recess button on the rear for about 20 seconds.
lf that doen't help recontact BT sales where I presume you got the HH5 from and inform them its faulty and you want it replaced or your money back.

Home hub 3 problem

Had the home hub 3 only 2 weeks now and the hub was working great, then it suddenly drops totally and only the openzone and btfon appear. Once you reset the hub it appears again. None of our laptops pick it up until you switch the hub off and on again. Next day you switch on your pc its not their only btfon and openzone

It could be a faulty home hub, but look here first Wireless Help
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.

ADSL on Home Hub 2 with Noise Margin 0.0 dB

I'm visiting my parents and they have ADSL (not ADSL2+) which has very slow upload speeds, causing web browsing to be very slow even though the downstream is acceptable. I'm not an ADSL user as I have Virgin Media cable at home, so am not too sure of what I'm seeing in the Home Hub's management pages, but the first thing that stands out as a potential source of the problem is an upstream noise margin of 0.0 dB. They're getting 8Mbps down, 64Kbps up!
From the postings I've found on this forum, the noise margin should be in the region of 6 to 10 dB for a good connection. A noise margin of 0 dB seems to be unacceptable, so I'm not sure why it's working at all.
I've switched off all nearby electrical equipment and plugged into the master socket's test socket, and the ADSL sync speed is still 64 Kbps.
Here are the HH2's stats:
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 0:05:41
Downstream
8,128 Kbps
Upstream
64 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
12.9 dB / 0.0 dB
Line attenuation (Down/Up)
22.0 dB / 12.5 dB
Output power (Down/Up)
19.8 dBm / 11.6 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
0 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
0
Is the noise margin the main problem, and how do we fix it?
I've been around the house with an old portable radio set to MW 612, and have heard sounds from the router itself but not of anything else nearby or between the router and the master socket.
This is the second HH2 that has been provided by BT - I think they thought the first HH2 was faulty, but it looks like a line fault not a device fault.
Rupert.

The low upload speed and margin indicates really bad lowband interference. I would personally suspect a faulty home hub/Power unit, as this can generate a large amount of noise at about 15-20KHz, when the internal filter capacitor fails.
See
Reported problems with the Home Hub 2.0
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.

Help is my home hub faulty

Help please, my local exchange upgraded broadband on 6th aug, I got great download speeds for about a week then I noticed when I used phone the broadband would drop then come back on then drop again when the call finished. Called India to report problem, usual stuff like change filters which I did but no change engineer was sent and checked line said fault was at exchange, was later told all was ok was still getting dropped broadband so I again went through process of changing filters (I have about 6 different ones) and tried different sockets as well as the main one, suddenly all seemed ok but my download speed dropped to below 1.5mb, openreach engineer called and did his checks on line and said I have a good connection and he got my profile reset, great I thought, no chance speed still 1.5 at best even though my sync speed was over 13.000, India have again reset my profile but still poor download speed.
could my home hub be at fault?
Test Results
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
1545 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speed achieved during the test was - 1545 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :13723 Kbps(DOWN-STREAM), 1016 Kbps(UP-STREAM)
IP Profile for your line is - 1750 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 8.99:22.29:68.72 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.
ADSL line status Connection information
Line state
Connected
Connection time
0 days, 6:37:59
Downstream
13,723 Kbps
Upstream
1,016 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
2.4 dB / 7.3 dB
Line attenuation (Down/Up)
33.0 dB / 17.7 dB
Output power (Down/Up)
0.0 dBm / 11.9 dBm
Loss of Framing (Local)
88
Loss of Signal (Local)
12
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
5575 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
3
Sorry for been so long winded in explaining
thanks

Hi,
I found this happened at me friends house where the extention was wired up incorrectly. Also, she had a double plug on the main phone sockect, one for phone and other had filter plugged in for home hub!
Once we fixed the extention by ripping it out and plugging the filter in first at the main socket all was resolved.
We also found that if you have a filter at the main socket and extention plugged into that and another filter added at end of that extention would cause issues!
CG
CG Over An Out

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

BT Home Hub 3 + Back To My Mac / Port Forwarding

I've recently got BT Infinity and along with it a BT Home Hub 3 which doesn't seem to be playing nicely with Back to my Mac.
The setup on the Mac side of things is correct and I can see my remote computer but I just can't connect to them, or vice versa. The Back to My Mac preference is showing that the router needs configuring for better performance.
I've ensured UPnP is enabled and forwarded the following ports to the device:
TCP 5354
UDP 4500
UDP 5353
UDP 500
UDP/TCP 4488
Which I found listed in http://support.apple.com/kb/TS1629
After doing some checks on these ports using http://canyouseeme.org it would seem that only one of these ports is open, and even then it's occassional.
BT seem to state on http://bt.custhelp.com/app/answers/detail/a_id/12529/~/why-do-i-get-an-error-message-when-using-appl... that 'Back to My Mac' isn't compatible and this is due to a compatibility issue on Apple's part. Frustratingly this article doesn't indicate a date when this was posted. Never the less, I would presume this could only be UPnP related — i.e. the necessary ports won't open automatically. I'm unsure of what other compatibility issues there would be. If the ports are open it should work fine.
I've read numerous threads in many forums about the BT Home Hub 3 port forwarding not working correctly, is this still true? If so, surely the device should be deemed faulty or a firmware update should have been put in place by now to resolve this. I can't seem to find any recent articles regarding this.
Thanks in advance for any help!
Solved!
Go to Solution.

Hi ollie,
If you're still having problems with this please feel free to contact us via the webform link in my profile and we'll check to see what the current status of the investigations with Back to my Mac is.
Cheers
Dean
BTCare Community Mod
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Home hub 3 keeps disconnecting ethernet device

I have a home hub 3 and a iomega home media network hard drive which is connected via one of the ethernet ports on the home hub. On my old Home hub the device connected fine however on my new home hub 3 it connected at first for a day and then disconnected and will not connect again. I menetioned this to the infinity engineer who surgetested I could have one of the older Hubs or it had faulty ethernet ports. I have tryed chaning the ethernet port, but when I look at the advanced settings of the hub and look at connected devices it reports not connected for the Iomega drive. How do I log a fault call to get a replacement hub, or can I force a firmware update. mine has version V100R001C01B031SP09_L_B.
Please tell me how I can log this online so I do not have to ring India again!
Yours
Andrew

No problem about the delay in replying, as you put my name in the text of you message, I got an automatic alert
Yes, the problem with the Ethernet ports is in this thread.
http://community.bt.com/t5/BB-Speed-Connection-Issues/HomeHub-3-LAN-speeds-only-10Mb/m-p/238589/high...
The long term answer would be to connect your own Ethernet switch to the GigE port, and not to use the other ports.
I am not sure if the HH3 issue will be solved, as I suspect its a hardware design issue.
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.

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

BT home hub 2.0 buffalo linkstation

Hi
Just after some advice as i think my hub might be faulty. I have a buffalo link station Nas device. When tranfering large files to it over 3 gb the hub resets. It does this over lan and wireless. In all other aspects the hub behaves fine. It is only when transferring large files. It doesnt do it everytime but i would say about 90%. Any ideas?
Solved!
Go to Solution.

I will draw a diagram, as its easier.
All normal network traffic passes through the Ethernet switches. The home hub provides the Internet gateway only, so it does not get clogged up carrying heavy network traffic, which can carry on even if the hub is disconnected.
I use static IP adresses for all devices that remain within the home network.
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.

Experience so far with BT Home Hub 5?

So a few of you have installed the Home Hub 5. Like me, I'm sure a few of us would be interested to hear your experiences with this new piece of kit.

Hi got my homehub 5 on tuesday as a replacement for faulty homehub 3b, looks a good bit of kit,setup easy its now replaced as said hh3b and openreach optical modem, its weird because when i go past it now strange not seeing flashing green lights on the wall where openreach modem was, anyway turned off wps, and BT Wifi-fon and smartwireless changed to manual channel 6 best in area for 2.4ghz and have given 5ghz seperate ssid which is much better for connecting iphone,ipad etc and on 5ghz getting nearly full download speed which is good, its also good that vdsl stats are avalable which shows various things noise,download upload etc, took a bit to get used to having had a 3b for a while the only thing it does not have is powersave mode as had mine set before to powerdown between 12am-7am hh5 does have some kind of powersave mode but different than before, the only thing have noticed is in the event log lots of blocked connections inbound and outbound not sure what they are have posted them in a seperate thread hopefully somebody will be able to shed some light on them, so far very happy with the homehub 5 and its peformance!

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.

Home Hub 3b replacement

replaced it with an Asus RT-N66U, some say it is really easy to setup, some say it is hard, for me, I was about to throw it back in the box and take it back for a refund, then it suddenly started working.... typical... but once working, it works without any issues providing you can get your head around the menus and settings.... I'm sure they could have made it easier/simpler
streamed a few youtube videos, over 1 hr each without any dropouts, previously drop outs were between several minutes to 30 mins approx, making watching youtube videos impossible, or any kind of streamed video, it isn't just video, normal surfing, checking emails etc would cause it
come on BT, the Hub is clearly faulty, or is that how you programmed it?
went through 2 HH3B and 1 HH3A, shame really as I think it looks better than the Asus
amyway, pull a finger out BT and sort the Home Hub out! we shouldn't have to purchase a router to replace the HH

as has been posted I have likewise used the home hub since the HH1 with no problems of any type with them
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Faulty Home Hub 5?

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