Home Hub 4 terminating Facetime calls

Hi, I rececently tried to set up Facetime (skype works fine), but every outgoing or income call terminates at the 'connecting' stage (irrespecive of device) even though the call notification is receieved. I assume it is an issue with my firewall. Could someone point me in the direction of the correct port forwarding settings please, as the hub was set up with default throughout.

Hi Dogandnophone,
I'm sorry that you're having problems with your BT home hub dropping out. Have you tried to manually change the wireless channel? Check out this link for help with this and let me know if it works.
Thanks
Neil
BTCare Community Mod
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Similar Messages

TS4268 I have two IPad registered in my name. I would like to leave one at home with my husband and call him on FaceTime while I travel. I cannot get this to work between the two iPads. What am I doing wrong?

I have an old IPad 2 and a new IPad. They are both registered to my name . I would like to leave the old one at home with my husband and call him on FaceTime when I travel. I have tried this at home with the two iPads and cannot seem to get it to work. Any ideas?

Hey Lft1033,
You'll want to have your husband sign up on the older iPad with his own Apple ID. First, on the old iPad, sign out of your Apple ID:
To sign out of your Apple ID
Go to Settings > FaceTime, tap your Apple ID, and select Sign Out.
Then, sign in with the other Apple ID, and that should work. If it doesn't work after having separate Apple IDs on each iPad, check out the following document where, towards the bottom, there is a "Troubleshooting FaceTime calls" section:
iOS: Using FaceTime
http://support.apple.com/kb/HT4319
Have a good one,
Delgadoh

I have iPad air, screen freezes after FaceTime call and cannot get back to home screen, have to power down and turn back on to get back to home screen. What am I doing wrong?

I have iPad air, screen freezes after FaceTime call and cannot get back to home screen, have to power down and turn back on to get back to home screen. What am I doing wrong?

Hi RWD2,
Welcome to the Support Communities!
To resolve your issue with Facetime freezing when you end a call, I would try the first three steps in the article below.
iOS: Not responding or does not turn on
http://support.apple.com/kb/ts3281
Resolution
If a single application is not responding or stops responding when it opens, you can force it to close.
If the device is unresponsive or if certain controls aren't working as expected, restart your device.
If the device remains unresponsive or does not turn on (or power on), reset your device.
If you are using Wi-Fi, it may be helpful to try these troubleshooting steps as well:
iOS: Troubleshooting Wi-Fi networks and connections
http://support.apple.com/kb/TS1398?viewlocale=en_US
Reset network settings by tapping Settings > General > Reset > Reset Network Settings.
Note: This will reset all network settings including previously connected Wi-Fi networks and passwords
iOS and OS X: Recommended settings for Wi-Fi routers and access points
http://support.apple.com/kb/HT4199
I hope this information helps ....
Have a great day!
- Judy

Home Hub Phones & blocking calls from a particular...

I have a BT Home Hub 1.5 and the Hub Phone. Is it possible to block, or blacklist one phone number, so as it cannot call my hub phone?
I tried saving it in the phone book & allocating a ring tone of "None" but it still rings. I have also looked under Advanced in the web interface for the home hub, but cannot see anything there either.

Hi KeithAFrench,
If you take a look at the link Choose to Refuse, you will find some information on calling feature and this could help you to block calls from that number. Let me know if you still have any question regarding this service.
Cheers
Paddy,
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Hi my iphone 4s keeps droping facetime calls and restarting my wifi router home and work. does anyone else have this issue?

I previously had the iphone 4 and on the same routers never droped a facetime call nor did my wifi router restar... is this a 4s issue??? pls help

I'm willing to bet it's dropping the connection because the router is rebooting. Try updating the firmware of the router. If that doesn't stop it re-starting spontaneously, I'd look into a new router.

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

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

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.

Poor service and the saga of the Home Hub 2.0

Since upgrading to Total broadband 3 earlier this year, I've had problems with the Home Hub 2.0 (type a). It keeps locking up/crashing. Its the home hub rather than the broadband connection, which when used with a Linksys modem router works fine.
I've run through usual fault finding and rectification - hard reset, plugging into test socket, countless line tests. of course trying to get BT call centre staff to understand its the home hub thats playing up/at fault, not the connection, is like banging ones head against a very hard wall. For a piece of equipment less than a year old it should work without problem. And I was tempted to go to PC world and buy a replacement modem, but decided to preserve with BT's 'help' desk.
Over the past 3 or 4 months I've probably made one help desk call about the same issue each month. Have to repeat myself time and time again and get fobbed off with another excuse, or promise of call back.
Eventually got through to a supervisor - after insisting when a call log was closed and marked 'resolved' when we were still having the problems and hadn't had a call back. Repeated my issues for the 4th or so time, went through what I had done to date (restore to factory settings, checking its logs, etc etc) he finally consented to send a replacement home hub.
I get an email telling me it would be delivered on the 6th before 6pm. But of course it wasn't. And I did as the email said, and tried to phone the number to say it hadn't arrived only to get an answer phone message saying the help desk was shut.
So wasted my lunch break today on the phone to BT trying to find out where it was, only to learn that BT had posted it to a previous address which I haven't lived at for 4 years. Well done BT, it takes real skill to be that rubbish.
Fingers crossed another new one is on its way to the right address.
I have however a couple of questions, which as I can't face phoning the call centre again I thought I'd post on here:
1) How on earth did BT manage to send the replacement home hub it to the wrong address? Especially since the original one was sent to the correct address & my delivery address is set correctly on the web portal and the agent handling the call confirmed the address? - and what are you going to do to ensure it doesn't happen again (dare I mention data protection - as the home hub pack presumably has some personal details on it..)
2) In the final call today I was asked for my date of birth and mothers maiden name so they could add it to the account - afterwards having not been asked by BT for this before on countless calls I wondered is this standard practice - or should I now be worried?
3) How do you have a sensible discussion with someone - preferably in the UK - about the customer experience? As mine as has been rubbish (you might be able to tell from the tone of this post), and I'm regretting ever having upgraded and wishing I had instead gone to another broadband provider.
4) Given that issues with certain models of home hubs seem to be known issues (at least to google) why do the call centre agents always focus on the broadband connection -(typical conversation with an Agent "..so your connection keeps dropping", Me: "No the connection is fine. The home hub has crashed again". Agent "So your connection has dropped"? and on and on) rather than actually listening to the customer. (Can you reset it - yes already have, several times and so on)
Any answers from a moderator would be welcome.
I am actually happy with BT's broadband product, and don't want to have to go through the hassle of changing provider, I'm just disgruntled at how bad the home hub has been, and how poor the customer service has been.
Thanks.

Hi EKandrew,
To be honest I have not heard of the hub locking up before. The questions you have been asked by our helpdesk are aimed specifically at your connection as most problems tend to occur here, either with slow speed or hub drops etc.
Could you be more specific in how the hub locks/crashes? What do you notice when this happens? What way do you have your connection set up?
As much info as possible would help
In answer to your questions:
1/ Sometimes we have an old address still on your account and this has not been updated for packages/correspondance.
2/ Nothing to worry about, we ask these questions for additional security. If you have quoted your account number previously this is normally enough for most things however the advisor probably just noticed we didnt have this info on file.
4/ As above, this is not a common problem and most issues that come to us are to do with your connection.
Thx
Craig
BTCare Community Mod
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Configuring a BT Home Hub to Reduce Disconnections

Hi, I have had disconnections over the last 2 days while I was playing poker. This has caused me a great deal of inconvenience.
I've been in touch with Pokerstars and have sent them log files, and they seem to believe that they have found the issue, and have given me instructions on how to solve it.
Firstly, is it possible for me to implement these instructions into a BT Home Hub 3? Are there instructions anywhere for how to go about doing this?
And also, I have had ongoing internet problems over the last year, which involved dropping connection when the phone rang but even sometimes just randomly, however, these problems have finally been solved, temporarily at least.
I am led to believe that implementing these instructions will not affect the work that BT has done to solve our dropping connection. Is this true? When these Pokerstars cutouts are happening I can still open my browser and the Hub still shows the internet as being on.
Cheers in advance, Tom.
Hello Tom,
Thank you for contacting PokerStars.
The Network Status Report (NSR) you provided verifies this issue stems from a local problem and not from our site. This report runs a ping trace to various websites around the world to test your connection in general.
Please allow us a moment to break down that report and demonstrate. The set of traces listed below are ran to Australia, Cambridge (UK), US West and East coasts, (US) Manx Telecom (IOM), and the Pokerstars.com Website (IOM). With the exception of the PokerStars website, none of the other servers belong to PokerStars nor are they related to your connection to our servers. We use these sites to test your overall connection and path of data communication. We have only included small snippets of each trace and you may review the file you sent to review the entire path.
[2012/09/05 21:39:40]
Host 210.247.216.161
1 --- [ 192.168.1.254], Pings=7 , Quality=55 , Lost=2
Host 67.195.160.76
1 --- [ 192.168.1.254], Pings=5 , Quality=25 , Lost=3
Host 128.112.132.86
1 --- [ 192.168.1.254], Pings=7 , Quality=55 , Lost=2
Host 164.67.183.186
1 --- [ 192.168.1.254], Pings=5 , Quality=25 , Lost=3
Host 80.65.254.253
1 --- [ 192.168.1.254], Pings=9 , Quality=80 , Lost=1
Host 77.87.181.63
1 --- [ 192.168.1.254], Pings=3 , Quality=0 , Lost=5
As you can see the traces fail starting at hop # 1 for all sites traced.
Hop #1 belongs to your router, which means that it may be blocking our software from connecting properly, as sometimes the default firewall that routers have can interfere with our client’s connection. Most routers are fine pieces of equipment, but sometimes they need to be updated and configured for online gaming software.
Please set the trigger (automatic port forwarding) for the following ports: 26002, 443 and 22.
Using a Web browser, bring up your router's configuration page. By default, the URL is 192.168.0.1 (or similar), the user name is "admin", and the password is blank. Once you have accessed the router configuration page follow these instructions as a guideline (exact instructions may vary depending on router model).
1. Click the Advanced tab
2. Click the Applications button
3. Click the Enable button
4. After Name, enter "PokerStars" or anything you wish to label this setting
5. After Trigger Port, enter 26002
6. After Trigger Type, choose TCP
7. After Public Port, enter 26002
8. After Public Type, choose TCP
9. Click "Apply"
10. Repeat these instructions for ports 443 and 22
Some players have also reduced the Maximum Transmission Unit (MTU) setting from 1,500 to 1,200 with excellent results. We recommend you to use the value of 1,312 as theoretically speaking it will be compatible with most equipment running on 53 byte packet sizes.
Updating the firmware on the router may also stabilize the connection, but if it does not then you may need to acquire a different model or a different brand of router, or work without a router (running your cable/DSL modem directly to your computer). As a router provides some minimal natural firewall capabilities, we do recommend using a router.
To upgrade your firmware, please contact the router vendor or manufacturer.
We suggest using a wired connection from your computer to your router as wireless connections (WiFi) are generally speaking less stable. If you use a wireless connection, please check to see if your router has a Turbo or G option and turn it off. For example, in the wireless option of your router's configuration page, you may find a field with 'B/M/G Mixed' which can be changed to 'B/M Mixed'. This will disable the G option. Some "Super-G" or "Super-G Turbo" routers have a problem running in Turbo mode. Apparently they use "channel hopping" to bond multiple channels in support of this feature, but it is highly susceptible to interference from other 2.4GHz wireless networks and devices. Turning off the channel hopping feature (or the Super-G/Super-G Turbo mode) of such devices will turn them into a standard 802.11g wireless device and may make them more stable. Please contact your router vendor or router documentation for more assistance with turning off these features of your router.
We hope this information is useful to you, please let us know if you need anything else.
Regards,
Ricardo A.
PokerStars Technical Specialist"

You just need to forward the port.
Please see Port forwarding problems
Look at the example for VPN, and simply call it something else, and alter the port number to 26002.
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.

I am have problems with the ipad mini, it is a little crazy. It controls by itself, opens and closes application zooms in and out, end my facetime calls, Also Un certain part of the screen is no longer responsive to the touch.

I am have problems with the ipad mini, it is a little crazy. It controls by itself, opens and closes application zooms in and out, end my facetime calls, Also Un certain part of the screen is no longer responsive to the touch, it Should be having so much problems. Thanks for your help.
iPad, iOS 7.0.4

Try reset iPad
Hold down the Sleep/Wake button and the Home button at the same time for at least ten seconds, until the Apple logo appears
Note: Data will not be affected.

BT Home Hub connection issue on XBOX 360

I have just upgraded from a BT Home Hub 3, to the BT Home Hub 4, before the upgrade I ran Sky TV wired, and 3PCs wifi, my Ipad and my Iphone. I also ran my XBOX 360 wifi, and a PS3 wifi, all worked no problem.
Now I am on BT Home Hub 4, all my connections are the same all working well apart from the XBOX 360.
I have tried doing the fix on the BT site logging into the Hub changed the SIDD and set the other bit to NO. this did not work.
I then reset the XBOX to factory settings as this was in another fix, I then reset the XBOX to the Hub 4, logged on to call of duty ghosts got half way through a game it crashed out saying no conection reset to test conection.
The Hub will conect to my XBOX 360 but only stay conected for up to 14 mins at most.
Do I need to go back to my BT Home Hub 3, Can any body help its starting to be a pain. As one good person said use a wired conection that would be good, but due to location would be hard. I did think upgrading was ment to make things better not harder. Please Help.

To add, I had on online chat with BT, they said that no problems exist about XBOX 360 and the BT Home Hub to do with wifi.
If this is the case why have a fix on the BT site, that does not work may I add well not on my XBOX.
I found BT online chat not much help in this case.
Please advise and help

Home Hub 3 "upgrade" Which router should I buy ins...

Hello to you all.
Set up my "upgrade" to HH3.
Wow! What a disappointment. I can bearly get 6m away from the thing before it starts to drops wifi N signal. Laptop won't hold N wifi. Tablets won't connect when in the other end of the house (modern bungalow)
Have tried disconnecting all manner of electrical devices to avoid any electrical interference and I have tried all the channels on the router.
I have gone back to my old HH1 for now and waddya know.......I get an "Excellent" signal all over the house (although it is a wifi G not N signal)
How this thing can be sold as a wireless N router; God only knows!! Hello BT.......I live in a house with walls made of bricks and mortar not paper and pva glue.
Anyway here is my question.
Which is the best wireless N 2.4Ghz router that I can buy for under £100 that will replace this HH3 thing and provide me a reliable wireless N signal?
Thanks
John

Hi all
I have a router problem..........I think.......Any suggestions as to what can be done or any suggestions for a good sub £100 router with antenna that could provide a better service than the HH3 would be gratefully received.
(the HH3 woud be great if they called it what it really is i.e. the Room Hub3)
Here is the problem.
My broadband connection is ok according to BT, as is my phone line but for some reason the wireless performance of my HH3 is very poor. It drops wireless N signal once you loose sight of the hub and the Mbps speeds drops are massive (down to 1.0 Mbps from 144.5). I can not get an usefull wireless N signal in the next room; usefull being better than a 54Mbps wireless G signal of excellent 5 bar strength. My daughter finds it very amusing that she can connect to a neighbouring wifi signal (wireless N) that is some 25m away in a different building but not her own home network (also N wireless) whose router she can see from her room with the door open.
I have tried to move the hub around. I have been on the phone to "Help" for hours so I have tried all the channels on the router and they have tweaked whatever they tweak over the phone. Wireless N enabaled devices only connect well to the wireless signal at distances of less than 7m (line of sight - no walls). Once walls and further distance are put into the equation then the signal drops away and the speed tails off exponentially.
If I revert to using the G signal on my old laptop by changing network adapters then I am able to hold a strong signal for longer but get a much slower Mbps speed (slower than the constant 54Mbps that is emmited at a constant 4-5 bar strength all over the house by the old wireless G Home Hub 1) which rather defeats the object of having wireless N. The idea was to be able to stream video such as bbc iplayer and the like without the annoying hangs that happens at slow data transfer speeds.
The old HH1 has a stronger signal and a faster speed than the new HH3 when distance from router is taken into account but that is no use if I need to get the use of a strong and faster wireless N signal
The only oprions open to me at the moment are either reverting back to HH1 and accepting that HH3 is useless as a router for anything except a garden shed or moving everyone into the room that the HH3 is located every time that they need to connect to the wireless network, which kind of defeats the whole point of wireless technology.
Any suggestions as to what can be done or any suggestions for a good sub £100 router with antenna that could provide a better wireless N service than the HH3
Thanks in advance
John

Home Hub 4 terminating Facetime calls

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