Question re HH5

If I upgrade to the hh5, will the engineer move the master socket if I request it. I only want it moved about 3 yards along the same ground floor wall. Also if the hh5 is situated on a tv stand with a tv and a dvd player will this affect performance.
Many thanks

If you are only upgrading your router from a previous version of the homehub to the Homehub 5 you will have to pay for the master socket to be moved.
If you are upgrading to Infinity from ADSL and you get an Openreach Engineer, moving the master socket should not be a problem. A contractor may not do it for you.
If you are upgrading from ADSL to Infinity 1 you might not get an engineer visit. Infinity 1 is a self install process now unless BT have established that an engineer needs to visit. Infinity 2 is still an engineer visit.
You are best not to site the Homehub next to a TV as it can cause wireless interference which may effect your speed.

Similar Messages

HH5 and static IP address question

I've been trying to set up static addresses for my devices and for some weird reason, when trying to set an address for one PC, the HH tells me the following:
The IP address entered conflicts with a device using the same IP address on your home network.
Please enter a different IP address.
Ok, seems fairly self-explanatory but after looking through the devices and dhcp table, it appears that no other devices have that IP address. How can I free up the address in question if I'm unable to locate what device has been assigned it please? It doesn't respond to pinging.
Thanks.
P.S - Can remember my previous frustrations with earlier models of the HH. Can anyone recommend a decent third party router that works well with BT Infinity please?

Nick2012 wrote:
I've been trying to set up static addresses for my devices and for some weird reason, when trying to set an address for one PC, the HH tells me the following:
The IP address entered conflicts with a device using the same IP address on your home network.
Please enter a different IP address.
Ok, seems fairly self-explanatory but after looking through the devices and dhcp table, it appears that no other devices have that IP address. How can I free up the address in question if I'm unable to locate what device has been assigned it please? It doesn't respond to pinging.
Thanks.
P.S - Can remember my previous frustrations with earlier models of the HH. Can anyone recommend a decent third party router that works well with BT Infinity please?
From what I can remember (I haven't used a Home hub in eons) the Home Hub's DHCP range is 192.168.1.64-192.168.1.253 (.254 is used for the router itself), so in order to use static IPs on your LAN, you would need to use 192.168.1.1-192.168.1.63 for your devices.
Don't forget that the subnet mask would be 255.255.255.0
I hope this info helps.

HH5 (Type A) - Drop-out issues now resolved? Still...

I have had a quick read about the forums - nothing conclusive on this one and as BT told us time and time again there wasn't a fault with the HH5 I don't suppose there will be an official post confirming a fix :-)
So, I had an HH3 with external VDSL modem - all was well. Upgraded to HH5 (Type A) and I had nothing but problems. Constant rebooting and my lovely 78/14 connection becamse 52/8 and wouldn't budge.
So I went back to the HH3, had an engineer visit and all was well once more.
Fast forward to yesterday. HH3 takes a nose dive. Don't believe it is PSU, but basically it switched off and won't come back on - it's looking rather broken.
So, I've still got my HH5 (Type A) in the draw and thought, well I do need fast broadband at home.
So, to the questions.
Has the issue with the HH5 (which I had, many others had, BT said wasn't an issue etc.) now been fixed? I appreciate that I will have out of date firmware, however if I start to use it and I'm assuming the firmware will aitomatically update itself, will all the old dropped connection issues have gone away?
If not, is an acceptable option to use the HH5 togeother with my external VDSL modem? I remember this solving a lot of people's disconnection problems as it appeared to be an integrated modem issue in the HH5 and not using that seemed to solve all issues.
Your advice greatly received.
Thanks.

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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HH5 Port Forwarding issues

Hi guys,
I've been trying for a couple of weeks now to try and forward a port from my HH5 but to no avail. What seems like such a simple task has got me puzzled. I've watched videos on YouTube and prowled loads of forums but still can't seem to do anything.
I'm using a static ip address on the PC I'm trying to forward to and I've switched between upnp on/off but nothing and also tried Dhcp on/off but again no progress. To see if the port is open i go into cmd on my pc and type "netstat -a". The port in question is UDP 3290 - If that makes any difference. I'm fairly new to this so happy to follow any advice anyone has.
Thanks in advance

This page should help.
Port forwarding 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.

Question RE: PS4 Wired Connection

Hi
Im a new member f the Infinity family.....almost 24hrs, getting a steady 75mb down and 19mb up, Pings between 15 - 18ms.
very happy with the speed so far.
my question is, with my ps4 connected via Cat5e the speed of the connection according to the ps4 itself is (and this does fluctuate a little) around 50mb down and around 8mb up......now dont get me wrong, im happy with this bandwidth and am not griping about the speed but im just curious if the drop in advertised speed when compared to a speed test on my pc is something that can be remedied by altering any sort of setting in the HH5 or the PS4?
if so, maybe someone could post up a guide on what and how they've set up
as i mentioned, this is more of a curiosity question rather than a moan as i am still pretty happy with what im gettin currently
cheers

i had this problem also with a relatively new mouse. at times the scroll would get jumpy and work on and off after a few taps and vigorous scrolling. so i called apple to report the malfunction and was issued a new one. so far, so good. well it's only been about a week so we'll see...

HH5 loses internet connection for a few seconds

I am struggling with the same issue for quite some time now.
We have HH5 Type A and BT Infinity 2 unlimited
All of a sudden it happens several times a day that we lose the internet connection. At the same time, the HH5 manager doesn't respond either.
I can not find anything in the HH5 event log that could tell me what causes it. First it started with the HH5 restarting on its own several nights in a row. Then I found out at least one of them was when they updated the firmware.
Last night according to the event log the hub restarted again for no apparent reason.
So this morning I was playing on my tablet and suddenly bang the connection was lost, I checked Hub manager via my PC and all I got was again can't connect. Tried to google and no internet on my PC either.
There is nothing in wired Lan or Wifi event viewer, I don't get an orange broadband light on the HH5. Everything looks like nothing has ever been wrong.
I have done a factory reset and that didn't help at all.
I keep getting this though
Time and date Message
00:30:11, 12 Mar.(129353.160000) The system is going DOWN for reboot.
00:30:11, 12 Mar.(129353.160000) OpenRG is going for reboot by IPC command
00:30:06, 12 Mar.(129348.160000) OpenRG will go down for reboot in 5 seconds
12:33:49, 10 Mar.(1185988.950000) The system is going DOWN for reboot.
And I am sick and tired of it.
Solved!
Go to Solution.

Hi empress48,
I'm sorry to see you're having connection problems. Can you try these dropping connection checks and let me know if you need any further help.
Thanks
Neil
BTCare Community Mod
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HH5 disconnecting the same time each night

Can anyone help me try to solve this issue, every night without fail my HH5 will disconnect around 6:45PM. This has been ongoing now for the last 4 nights and it's beginning to really annoy me.
Here is a paste of the event log which may be of some help to someone who know's what they're doing:
http://pastebin.com/jgu8W0Qi
Any help would be greatly appreciated, thanks

There are numerous posts similar to yours on the forum. There was supposed to be a fix applied to hh5 last night
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HH5 what info do you consider neccessary in the GU...

Stephanie suggested a couple of weeks back I create a post related to what information really should be available via the HH5 GUI.
As the unit is being trialled ATM by users I already know that the sync speeds are visable. These where added following input before the trial as I know they weren't planned.
Not a lot needs to be viewable by most users but if available can be of great help to those that help out on the forum with other users problems. All we'd need to do is point them to where they can find the info and ask them to post it.
So what else do you suggest should be available and more importantly why?
One thing I think should also be added is the ability to see the SNR, again as a diagnostic tool.
I'll also add that respond to ICMP ping should be added as a feature so that those who wish can set up a TBB monitor.
What else and why?

I agree with the items you have suggested as being the most needed not sure if the attenuation figure would be a useful addition I will leave that as a discussion point
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HH5 driving me insane.

I have had BT infinity 6 weeks. It drops connection constantly. I have never encountered such problems with any router. I have tried every suggestion on here that I can think of including splitting networks (2.4 and 5 ghz), turned off smart wireless, changed filters 5 times, changed the wireless channel to one that's not conflicting with the neighbours and did a hard reset 1 week ago to try and get a stable connection.
I am plugged straight into the test socket and if the phone goes the HH5 reboots. By that I mean it kicks all devices off and turns orange and then blue but takes a few minutes to do so. I am using a new DECT phone so the frequency should not be an issue. Never had these problems with the last netgear router but that was only ADSL.
The bell wire is disconnected but the line test comes back as nothing wrong with it when I do an online test and a quiet line test has been done with only cordless phone and had a little crackle but was mainly quiet.
If I unplug the phone (and turn base station off) and phone the home line it still resets.
I have read online it may be a high resistance fault but how could I tell? It also an old style master socket. The noise margin seems way off after the last reset, it was about 17/7 before.
Information for Helpdesk agents
When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.
1. Product name:
BT Home Hub
2. Serial number:
+068543+NQ44608797
3. Firmware version:
Software version 4.7.5.1.83.8.204 (Type A) Last updated 14/02/15
4. Board version:
BT Hub 5A
5. DSL uptime:
0 days, 00:38:56
6. Data rate:
8492 / 25383
7. Maximum data rate:
28391 / 70131
8. Noise margin:
18.7 / 18.2
9. Line attenuation:
17.0 / 15.2
10. Signal attenuation:
17.2 / 17.8
11. Data sent/received:
2.2 GB / 13.3 GB
12. Broadband username:
[email protected]
Any idea`s anyone? Every time I am in an online game it will kick me after wasting an hour. Something is clearly wrong but I don`t want to shell out £100+ for a new router (because i hate this thing with a passion) unless it is actually the HH5 that's the problem.

Was this a self install? By old style master do you mean an NTE5 and not a SSFP?
If briadband dropping everytime you receive a acll it certainly sounds like a HR fault and needs reporting to 151. Does it drop connection when making a call?
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HH5 wifi speed fading issue - any resolution?

Having trawled the forum here, it does seem that there is a recurring techinical problem with wifi speeds slowing over a time period, or drop-outs, that require a re-boot to solve.
It is a wifi issue, not wired or line problems.
It still occurs having unsynced the 5 and 2.4Ghz and given them different SSIDs
And Smart setup is off.
And automatic channel selection is off.
This does seem to be specific hardware issue with the HH5, and others before it.
Has anyone found a succesful route to either get it replaced or get it fixed?

sancsell wrote:
I'm also a bit concerned that rebooting/reseting the modem may trigger some automatic speed reduction by BT, thinking it's a fault! Wait, maybe that'll get their attention....!
no it won't - just result in a lower speed until the DLM sees line stable again and increases it which may be a few weeks
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BT HH5 Dropping All WiFi connections every few min...

Have been with BT for over a year with no problems with standard BT Broadband and the HH4
2 days ago I was upgraded to BT 'Faster' Broadband and an engineer updated my internal phone socket and I was upgraded to the HH5
Every few minutes it drops connections to all devices connected wirelessly (Android phone, tablet & Chromecast, 2 iPhones, 2 iPads and 2 Windows laptops) Have a PS4, Sky+HD box & Samsun TV connected via wired which don't seem to have problems.
With all the devices losing their connection regardless of manufacturer & my previous HH4 never having a problem, the WiFi connection problem obviously lies with the HH5
BT's troubleshooting is not fit for purpose as it all it does is talk you through getting connected wirelessly, which isn't a problem... staying connected longer than a few mins is.
Is it faulty, is there settings that need altering
Thanks in advance

have you tried giving the 5 ghz wireless a different SSID
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Return new HH4 and wait for the HH5?

I am on an Infinity exchange but still waiting for my cabinet to be upgraded so stuck on ADSL for now. I've just received the HH4 I ordered but have just noticed there is a HH5 due before xmas. Would I be better off returning the unopened 4 and waiting for the 5? Does anyone know if the 5 will be more epensive? I think I am able to re-contract with BT as I've been with them for over a year now. I can't help but feel the separate modem of the 4 would be desireable come the time I do get on Infinity.
BT support tell me they can't gurantee the availability of the HH5 come launch as it is predominantly aimed at the new 300Mbit/s users.
Thanks

there is currently no known release date for The HH5 as it is still a trial device and cannot until released be purchased
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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

Just received my HH5.. slow speed?

Maybe I'm jumping the gun a bit here but it's worth asking
I signed up to BT Infinity, got my HH5 today but my 'is' date is 15th. I connected my HH5 obviously expecting mindblowing speeds but only getting 10mb/<1mb?
I'm guessing this is because I am currently still with TalkTalk standard broadband til the 15th, could that be why my infinity speeds hasnt kicked in yet?
Kind regards
Simon
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Activation is normally on the date specified and not usually before. In fact activation took take until midnight on activation day
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HH5 and Openreach Optical Network Box

I have just upgraded my Infinity 1 to Infinity 2 and have a new HH5. I have not yet connected it up.
I understand that the HH5 has a built in modem.
The instruction book which came with the HH5 tells me to connect it to my Openreach optical network box.
Is there an advantage to using the HH5 on its own or is it better with the Openreach box, or does it make no difference?
I would prefer a single box solution if possible, for reasons of domestic harmony.
Any advice gratefully received.
Solved!
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the Openreach optical network box is only used on fibre to home not fibre to cabinet if you are on FTTC then the hub 5 replaces the Openreach modem they are different pieces of equipment
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Question re HH5

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