HH5 Problems

Its been a while since I had problems with our internet, so we were probably due some....
I'm not trying to blame BT for the problem, I'm just trying to pinpoint what is the problem and how it can be resolved.
The problem we have had with the HH5 has been ongoing for a long period of time. The 'customer help' are borderline useless and everytime they try and be helpful - but there is only so far that the basic 'turn it off and on' standard can get you.
The issues are generally speed based and whilst the stats on the homehub appear to show good speeds available, this is not reflected in terms of output at times.
One particular instance that makes the internet unuseable is when the television is on watching Netflix on the 2.4GHZ channel. As we have 20mb+ this shouldn't be a problem as netflix in itself is only 4/5mbps - so if that and 1 laptop playing low requirement online games (1mbps>) are the only things connected it shouldn't be a problem... however the internet becomes unuseable and the ping goes through the roof and what is even more odd is that the homehub settings page becomes inaccessible.
I should also make clear that the problem is not the television, I was just using this as an example.
The hub also at times has randomly cutout and restarted itself during the day when people are using it as well as resetting itself at night - despite no updates being recieved.
I believe the problem is something in the wireless, as when I have plugged my laptop directly in the problems dissapate. Whilst this is an O.K. solution for myself it does not help the other people around the house who don't have that option, e.g. Ipads etc..
Whilst I suspect the problem is probably something to do with the wireless, I also noted that the hub's version hasn't been updated since December, despite their being numerous releases since this date.
Another ontopic question I suppose is whether other routers are compatible with BT infinity - I know other companies like Sky say you are not allowed to use other routers with their service; is this the same with BT?
Any advice would be appreciated
Alex

Download: 20.19
Upload 4.24
Latency 330
Download speedachieved during the test was - 20.19 Mbps
For your connection, the acceptable range of speedsis 20.35 Mbps-29.08 Mbps .
Additional Information:
IP Profile for your line is - 29.08 Mbps
Upload speed achieved during the test was - 4.24Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps

Similar Messages

Xbox one and HH5 problems

Set up my xbox one and HH5 on a wired connection. My d/l and u/l speeds are only around 10mbps also my Nat is moderate. Tried my old HH3 and speeds are 75mbps down and 17 up, but Nat is still moderate. Have now gone back to HH5 and did hard reset on router and still have the same problems as mentioned above. I also deleted any mention of my HH3 in my manage network connections.
My xbox 360 worked fine with open nat and fibre optic speeds. Any have any idea on fixing this as i have been trying for the last 4 hours.
Thanks

I had problems with Xbox one and HH5.
I have set my HH5 up this way and dont have any problems, with XB1 or any other device connected to the HH5 (wired or Wirless)
Makes sure you have seperate ssid for both 2.4 and 5 Ghz wirless networks.
Turn off upnp.
Turn off Smart setup.
Save
Reboot router.
Enjoy

BT HH5 PROBLEMS...

Upgraded from HH4 to the HH5 just this week. Nothing but problems since connecting it up. All was very easy and yes I love finally getting rid of that ugly open reach vdsl. But... Once installed every time I run a speed test on the 5GHz frequency it crashes my router and my wireless goes down for 20-30 seconds. I contacted BT tech support in India in which I was recommended changing wireless channel. All that done and 2.4ghz on ch 11 and 5GHz on ch 36 I still have the same problem. Ran speed test from both mine and my partners galaxy s4 as well as my laptop so it's not issue with the device as same thing on all. HELP/SUGGESTIONS??

Doubt this is to do with service more likely to be a problem with your LAN set-up so be carfeul getting an engineer out (as you may get charged).
As suggested try a cable directly from you PC to BT router. Is your youview on demand content (also via Power Line Adapter from what you say) playing up as well? If not then it may be a an issue with link speed settings to the PLA on your PC's NIC (ethernet interface)...or to the BT router. Might also be worth resetting your PLAs

Hh5 problems connecting to sky plus hd box

New hh5 infinity has connected to sky plus hd box via dlink powerline Ethernet cable but keeps disconnecting and now I can't get it to reconnect again. What's the solution? Also, won't connect to ps4!!

Have you tried turning the power off the sky box (unplugging it from the mains) then leaving it for a couple of minutes?
PS4 - wired or wireless?

HH5 - Guest computers default to BTFon

Apologies if this has been addressed already but no search brings me an answer.
My personal computers which never move out of the house, connect to my HH5 no problems but when a visitor brings a laptop in and attempts to connect they fail to connect, on research even though they are using DHCP they are picking up an IP address range that is not within my Home network range, they are selecting the range for BTFon/Openzone. I have to manually change the Laptop Network adapter settings to non-DHCP and set a static IP address etc to get them working. The same thing happened when I connected my Sky +HD box to the router, it too, despite specifying DHCP and SSID for my WiFi was setting an IP range outside my home network range.
Is this an HH5 problem? or is it Windows that is setting the IP address somehow?
Any assistance gratefully received.

Is it possible that the guest computers have the BTFon wireless network on a higher priority than your wireless network. ie they have their own hub connection at the top , then BTFon , then any other connections.If so all they need to do is promote your wireless connection higher than the BTFon so that the computer attempts to connect it before connecting to BTFon.

Bt as a whole are a disgrace to humanity

every single day i check here to see the latest developments in the ongoing hh5 problem. so many people with the exact same problem that has nothing to do with their personal settings. every day the same response: it's not our fault we fixed everything. you have not fixed anything and are quite simply a disgrace.

Welcome to this forum.
This is a customer to customer forum only,
This is where customers help each other get the most out of BT products & services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
Thanks
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.

YouView G4 and HH3

So, this morning, I took the plunge and ordered BT TV. This has benefits on 2 counts, to replace a 7 year old Panasonic HHH recorder and to allow me better access to BT Sport (mainly MotoGP). Anyway, I have been having a few WiFi issues (sepertae posting) with the 2 year old HH3 so I asked the BT Customer Service Adviser, if I would now get an upgraded Home Hub as well, as I was entering in to a new contract.
He told me that I would have to pay for a HH5 and if I was having problems with my current HH I should go down the fault reporting route.
My questions are:
Is the HH3 OK with G4 YouView box?
What are the chances of getting HH3 replaced at no cost to myself?
Thanks
Steve
Solved!
Go to Solution.

Thanks for the input. Having now looked at the various posting relating to HH5 problems, I will stay with the 3 but give BT a call to see if they will replace it due to the current WiFi issues.

BT HomeHub 5 - mDNS / Bonjour incompatiblity / BUG...

I stringly believe that the BT HomeHub 5 has an incompatibility with Apple's Bonjour service, which is an implementation of mDNS - an industry standard.
When my computer is connected to my home hub using WiFi then bonjour works perfectly. Specifically: I can detect and use my Network attached printer.
When my computer is connected to my home hub using a Cable and WiFi is switched off (on the PC) then I cannot detect and use my Network attached printer.
Here is a wireshark dump of the mDNS packets when connected with WiFi - note the proper query and response:
Now here is the wireshark screen shot when connected with a wire - note the queries being sent, but NO responses.
I believe the home hub is somehow not passing the queries, or blocking the responses, when usng Wired instead of WiFi.

I too have exactly the same problem - it is extremely frustrating - as it is definitely a HH5 problem but BT do not seem to have recognised it as such (When I moved from HH4 to HH5 I started to have problems). On these forums there is lots of red-herring advice about separating the 2.4GHz and 5GHz WiFi networks (or switching one off) and things apparently working after. I believe that the essential problem is that the HH5 does not allow the proper broadcast of parts of the nDNS protocol between networks (i.e. between the wired, 2.4GHz and 5GHz wifi networks) - so bonjour/airplay will work if the client and the server are on the same physical network, but not if they are on different networks -e.g. one on wired and another on wireless.
I have been playing with wireshark too, and it is is clear that if you switch on a bonjour enabled server then the initial announcement of the device does make it between the networks, but there is some later part of the protocol that is being blocked - It would be really great if there was a BT engineer responsible for HH5 what was reading this that could look into this problem - I have tried all the usual support routes, but to no avail.
It should be noted that mDNS is not just an apple protocol - on my home network a non-apple network printer was able to announce itself on DHCP to windows clients before HH5.

HH5 WiFi Problems

Hi everyone,
I'm having a weird problem with the BT HH5 WiFi connection. It's very slow/laggy and spikey on all types of devices and in all spots of the house.
I've check the line and the speed is fine on a wired connection.
I've changed the WiFi channel and that brings the speed back to normal but only for a couple of hours.
I've disabled the 2.4GHz band so all devices are on 5GHz.
Right now I just keep changing channels and that fixes it for a while but it always goes back to being very very spotty, from 72 Mbps to 3-4 Mpbs.
Could it be a problem with the HH5? Am I doing something wrong? I'm on BT Infinity 2.
Please help

If you haven't already done it make sure you have turned off "Smart Set Up" on the Homehub. See link how to do that.
http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

HH5 mediaserver problem

I have just had BT Infinity installed this week and have a new HH5 as part of the deal.
I was expecting a simple installation on the home network side - i.e. unplug the 4 ethernet connections from the old broadband router and plug them into the new HH5 - but this has proved problematic. Here's my problem:
I have a desktop PC on 1 port, a NAS drive on another, a printer on another and a HP Mediaserver on the other - this set up has worked well for several years, giving broadband access to the PC and having auto back ups/media streaming with the mediaserver.
Since I have put the HH5 in I cannot get the mediaserver connected reliably... it appears after reboot for a short while but the connection is unreliable. I have tried swapping ports but that does not help either. I even tried calling BT support but that was a complete waste of everyone's time and 30 minutes of my life I'll never get back... so as an experiment I got my old router - plugged the media server into one of the ports and then plugged another into the HH5... voila! I now have access to the media server again but through an extra router (which is technically redundant but makes the connection reliable).
Any thoughts? I don't like the idea of having 2 boxes powered up when 1 should do perfectly well.
Failing that, is there an alternative to the HH5 that is recommended?
P.S The cable is only 1.5m long so that cannot be it and the cable itself has been used reliably before and used again in the new configuration.

Try a factory reset of the homehub by pressing a pin into the recess button on the rear for about 20 seconds. While it is restarting delete any connection to the homehub you have on the tablet. Re-start the tablet and when everything has restarted try and remake the connection. You are best to connect manually using the wireless passkey that is found on the homehub label. It is not the admin password.

HH5 (Type A) Definite cause of various problems su...

I've posted before about how my Network Printers stop working and have to be re-booted to be used.
Now I've discovered that the problem is without doubt my HH5.
The issue is that the computers cannot 'find' the printers. They do this using a system known as mDNS (Or Bonjour on Apple Macs, it's pretty much the same thing). The computer sends out a query for all devices which perform a particular service (such as printing, or disk sharing) and the devices respond with their service name. The computer then sends out another reuest to resolve the service name to an address and to read the TXT record from the device. (Sometimes the device response is handled by a 'SleepProxy' instead, so that the device does not need to some out of standby to service the requst).
I've been having an issue where some devices could be queired, but their address could not be resolved. Therefore they could not be used.
I suspected it was the HH5 because it only started happening on the day I upgraded from HH3 to HH5.
I have now unplugged the HH5 and replaced it with my old HH3 (and Infinity Modem) adn the problems have all gone away again.
To further complicate the issue, the problems only happened when the computer was connected to the home network using a LAN Cable, rather than using WiFi.
So I very strongly suspect that my HH5 (TypeA) is having trouble passing mDNS queries and responses on the LAN interface.
I don't have access to a HH5 (Type B) to test that version.

the firmware fix has for vast majority fixed the connection dropping problem of the hh5a many chose to get modem and use that in conjunction with the hh5a and were happy with their choice as it stopped the conenction drops. it also appeared to help connection in general
so you can try just leaving modem conencted and connect the hh5a to modem using hub wan port or you can conenct hub direct to master using the hub dsl socket
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High latency problems with HH5/BT inifinty 2

Hello all!
I'm not really tech savy, so will explain this as best as possible. I'm basically having constantly high latency with it spiking for no reason, even though all my speeds (up and down) are fast and fine. This is also a wired connection running Cata6 cables.
When I first had my internet installed I was running around 18ms constantly. After around 6 months or so, this then increased to around 35ms. Now its normally running around 45ms, with it constantly spiking for no reason what so ever (over 100ms). I've repeatedly reset the router (both through the reset button and just unplugging the power cable). Both my download speeds and upload speeds are both great (will post the test results at the end). I've even restored factory settings.
I've had this latest speed & problem for now around 5 days and I can't clear it with anyway I know how. I called the tech team yesterday and was on the line for over thirty minutes with me explaining the problem to them, but the person on the other end was extremely rude and unhelpful (pretty useless being honest). He reset the router from his end and said there was no problems with it and that BT won't help me any further. He went on to say thats just the internet for you, which I know it isn't. In particular, its mostly affecting my online gaming. I know its nothing to do with the games servers as I house share with a person who's ISP is Virgin Media and they have zero problems playing the same game as me, even though their internet speeds aren't as fast as mine. I know it's not just the system I use. The problem is the same with my laptop, PC, smartphones, PS4 and smart TV.
It's now getting to a point when its becoming pointless having BT installed and its getting near the last straw where I really am just going to cut the service off as its awful.
Does anyone by anychance know how to solve this? If it also helps I live in London, East to be exact.
My speeds are:- Download Speed (Mbps): 73.11
Upload Speed (Mbps): 11.63
Ping Latency (ms): 43.00
Thanks to anyone that replies.

Forgot to mention that other users of the hub5a have recommeded setting the DCHP to 21 days , which I think is the max to see if that helps?
Although its does sound like somethings up if its dropping line connnection.
Have you been through the usual checks & tests rigmarole to rule out an openreach vist?
https://www.bt.com/consumerFaultTracking/public/faults/reporting.do?pageId=21
http://www.homeandwork.openreach.co.uk/problems-with-your-phone-or-broadband/search.aspx
17070 quiet line test
https://support.zen.co.uk/kb/Knowledgebase/Performing-a-Quiet-Line-Test {How to guide}
Might highlight something thats not the usual hh5a mischief.

At a loss, BT can't seem to fix my problem.

I don't know if anyone else has any suggestions but I'm at a loss here.
We've had nothing but endless problems with BT over the last 4 months and I'm simply lost now.
It started when me and my girlfriend recently moved into our new ground floor flat early January and an engineer came round to set up our infinity connection (we moved it with us, had absolutely no problems at last address). He got the internet working and said someone will be round later to fix the phone line. The engineer came round and fixed the phone line but in doing so, broke the internet connection and then left. We then tried to arrange visits from various engineers, none of which actually showed up. I was even told on 2 seperate occasions that "the work will be done without anyone having to come into the property. Someone is actually working on it now" which I found out later to be a blatent lie as no one had been booked to come round. An engineer finally came out to fix our connection 11 whole days after it was initially supposed to be connected.
Unfortunately, that was only the first problem. Now, whilst the internet does work and we do get reasonable speeds (35/10 wired) the connection will drop anywhere between 10 seconds to an hour at a time at random points during the day, mainly at peak times. This will result in the DSL light on the white OpenReach modem flashing or going out completely or, since we upgraded to HH5, the light turning Amber/Orange. As someone who works from home and also enjoys online gaming in my spare time you can imagine how frustrating this can be and is starting to have a negative impact on my business. BT seem to be at a complete loss as to what the problem is, although they'd never actually admit this.
These things have so far been ruled out:
Our hub was upgraded to a HH5 with the builtin modem (not a hub or OpenReach modem issue)
All wires have been replaced.
Phoneline from the flat has been fault checked which it passed.
The OpenReach socket (the combined DSP and Phonline one) has been replaced and upgraded.
Connection has been completely restarted several times.
I'm not too good with the technical side of things but I did notice in the HomeHub settings that I'm getting a Noise Margin of - 12.8 / 17.6. That isn't good, is it? From what I can tell it should be around the 6 mark? Could inteference from someone else's flat be causing these problems?
EDIT: Oh, just thought I'd add that the actual phone line has been crystal clear the entire time with no crackling or dropouts.
EDIT 2: Something I've just noticed: When my line is stable and working correctly, the first value in the Noise Margin drops significantly (currently hovering around 3.6 / 17.1). This is indeed starting to look like the problem.
After spending roughly 4 hours on the phone to BT in the last 4 months (they REALLY enjoy putting you on hold and moving you between departments) I've given up and refuse to call them again.
This is my last ditch attempt to get my problem fixed and any help at all anyone can provide would be very much appreciated!
Thanks in advance.

Hi Insignia,
Thanks for posting!
I'm really sorry for all the problems you've been having since moving into your new house. It doesn't make great reading to be perfectly honest
No need to worry as I can help sort everything out from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
BTCare Community Mod
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HH5 & Infinity 2 Issue - Please Help

Hi,
Ok i've had a morning of being passed from one department to the other online and on the phone, and nobody seems to be able to help. Have seen various posts on here suggesting there is an issue of people being stuck on the wrong IP profile when upgrading to HH5 etc.
I have been paying for Unlimited Infinity 2, which should give me 76Mbps, however, I'm only getting a max of 39Mbps.
Please can someone start the ball rolling, what sort of info can I copy and paste on here to see what the problem is?
As it happens, I'm now due to be leaving BT in about 10 days anyway, but want to see if I can try and get some money back for what seems to have been a well-documented problem.
Many thanks in advance!

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Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
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Infinity HH5 keeps rebooting multiple times a day

Hello.
I have had normal broadband on the HomeHub3 with no problems for 3 years, BUT I upgraded to Infinity (with HomeHub5) 10 days ago. Ever since I have been on Infinity and the HomeHub5 I get multiple connection problems a day (HH5 goes orange, then back to blue a minute later).
Unfortunately the phone contact I have had with BT has not resolved the issue, so I have come to the forum in the meanwhile, please can someone resolve my problem?
The event log data from HH5>troubleshooting, shows the following data&colon;
BLOCKED 1 more packets (because of Packet invalid in connection)
11:17:32, 23 May. BLOCKED 2 more packets (because of Packet invalid in connection)
11:17:31, 23 May. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:40851->[65.20.0.43]:993 on ppp3)
11:17:31, 23 May. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.64]:40851->[65.20.0.43]:993 on ppp3)
11:17:07, 23 May. (440800.010000) CWMP: session completed successfully
11:17:07, 23 May. (440799.780000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
11:17:00, 23 May. (440792.810000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
11:17:00, 23 May. (440792.800000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:16:58, 23 May. (440790.790000) WAN operating mode is VDSL
11:16:58, 23 May. (440790.790000) Last WAN operating mode was VDSL
11:16:57, 23 May. (440789.060000) PPP IPCP Receive Configuration ACK
11:16:56, 23 May. (440789.040000) PPP IPCP Send Configuration Request
11:16:56, 23 May. (440789.030000) PPP IPCP Receive Configuration NAK
11:16:56, 23 May. (440789.030000) PPP IPCP Send Configuration ACK
11:16:56, 23 May. (440789.030000) PPP IPCP Receive Configuration Request
11:16:56, 23 May. (440789.010000) PPP IPCP Send Configuration Request
11:16:55, 23 May. (440787.520000) PPPoE is up - Down Rate=22352000Kbps, Up Rate=9658000Kbps; SNR Margin Down=5.5dB, Up=5.9dB
11:16:55, 23 May. (440787.510000) CHAP authentication successful
11:16:55, 23 May. (440787.450000) CHAP Receive Challenge
11:16:55, 23 May. (440787.450000) Starting CHAP authentication with peer
11:16:55, 23 May. (440787.450000) PPP LCP Receive Configuration ACK
11:16:55, 23 May. (440787.420000) PPP LCP Send Configuration Request
11:16:55, 23 May. (440787.420000) PPP LCP Receive Configuration Reject
11:16:55, 23 May. (440787.420000) PPP LCP Send Configuration ACK
11:16:55, 23 May. (440787.420000) PPP LCP Receive Configuration Request
11:16:55, 23 May. (440787.400000) PPP LCP Send Configuration Request
11:16:53, 23 May. (440785.420000) CWMP: session closed due to error: No response
11:16:52, 23 May. (440785.010000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
11:16:52, 23 May. (440785.000000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:16:52, 23 May. (440784.770000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
11:16:52, 23 May. (440784.730000) PTM over DSL is down after 0 minutes uptime
11:16:49, 23 May. (440781.900000) PTM over DSL is up
11:16:48, 23 May. (440780.050000) PPPoE is down after 39 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
11:16:44, 23 May. (440776.940000) PPP LCP Send Termination Request [User request]
11:15:48, 23 May. (440720.070000) Lease for IP 192.168.1.66 renewed by host KatieMarketing (MAC 80:56:f2:36:b8:85). Lease duration: 1440 min
11:15:48, 23 May. (440720.070000) Device connected: Hostname: KatieMarketing IP: 192.168.1.66 MAC: 80:56:f2:36:b8:85 Lease time: 1440 min. Link rate: 144.4 Mbps
11:15:47, 23 May. (440719.970000) Lease requested
11:15:42, 23 May. ath00: STA 80:56:f2:36:b8:85 IEEE 802.11: Client associated
11:15:42, 23 May. ath00: STA 80:56:f2:36:b8:85 IEEE 802.11: Client disassociated
11:14:50, 23 May. (440662.490000) New GUI session from IP 192.168.1.64
11:14:07, 23 May. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [54.230.199.161]:80->[86.168.251.248]:56850 on ppp3)
I believe the key lines are:
11:16:53, 23 May. (440785.420000) CWMP: session closed due to error: No response
11:16:52, 23 May. (440785.010000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
remember this connection failure is happening between around 10-40 times per day.
I have read multiple other posts but the only answer seems to be to install an openreach modem, but BT infinity should work with a HH5, I don't want to be told to buy more equipment please.
I have read: http://www.theregister.co.uk/2014/02/04/bt_home_hub_5_disconnection_mystery/
and BT's response to that: https://community.bt.com/t5/BT-Infinity-Speed-Connection/BT-Home-Hub-5A-dropping-connection-updates/...
How do I know if my HH5 has that configuration fix? I know my firmware number is the same, but it doesn't mean that I have received that configuration fix for that firmware version... is the whole problem because CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username is trying to install that configuration fix but it never completes it?
I have read: https://community.bt.com/t5/BT-Infinity-Speed-Connection/restarts-every-33minutes-speed-fine-sync-al...
Can a MOD install this configuration fix for me please?
Here is the data from the HH5>Troubleshooting>helpdesk:
1. Product name: BT Home Hub
2. Serial number: +068543+NQ50911009
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:39:09
6. Data rate: 9658 / 22352
7. Maximum data rate: 9658 / 26218
8. Noise margin: 5.9 / 5.7
9. Line attenuation: 27.4 / 24.2
10. Signal attenuation: 27.4 / 20.9
11. Data sent/received: 669.6 MB / 5.3 GB
12. Broadband username: [email protected]
13. BT Wi-fi: No
14. 2.4 GHz Wireless network/SSID: BTHub5-QPZK
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-QPZK
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: 44:e9:dd:fd:dc:46
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0
I have also done: http://speedtest.btwholesale.com/
down=21
up=6
ping=43
I ran the further diagnostics but there wasn't any extra information.
I have been told by BT over the phone that there is no phone line fault (and when doing the phone line noise test I cannot hear any crackling).
I just want my internet to not drop out, please can someone explain why it is dropping out and resolve it please?
I have taken a photo of my phone socket in case that helps:

Just had another connection drop:
14:48:37, 23 May. (453489.200000) PPP LCP Send Configuration Request
14:48:35, 23 May. (453487.210000) CWMP: session closed due to error: No response
14:48:35, 23 May. (453486.810000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
14:48:35, 23 May. (453486.810000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
14:48:35, 23 May. (453486.580000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
14:48:35, 23 May. (453486.540000) PTM over DSL is down after 0 minutes uptime
14:48:32, 23 May. (453483.790000) PTM over DSL is up
14:48:30, 23 May. (453481.960000) PPPoE is down after 211 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]
14:48:27, 23 May. (453478.890000) PPP LCP Send Termination Request [User request]
14:46:17, 23 May. IN: BLOCK [16] Remote administration (TCP [103.27.236.78]:43059->[109.157.48.0]:22 on ppp3)
14:44:40, 23 May. IN: BLOCK [16] Remote administration (TCP [43.255.188.134]:38120->[109.157.48.0]:22 on ppp3)
14:43:11, 23 May. IN: BLOCK [16] Remote administration (TCP [121.88.5.177]:8888->[109.157.48.0]:22 on ppp3)
14:41:59, 23 May. IN: BLOCK [16] Remote administration (TCP [183.136.216.3]:9090->[109.157.48.0]:22 on ppp3)
1. any ideas what the cause was?
2. ok I will find a way to unscrew the front plate and leave it plugged in to the test socket, and see if it goes down again.
3. what is the definition of internal wiring? I imagine it includes filters, but what else exactly?
Cheers again.

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