topic Re: Need to reboot Hub 3 router daily as loses connection in Archive

Need to reboot Hub 3 router daily as loses connection

AElmariesh — Wed, 16 May 2012 14:02:51 GMT

Please help! This is driving me crazy... Have a new BT Router (Business Hub 3) connected via a Infinity 2 80/20 Fibre connection. Nearly every day, the internet goes down (the lights on the router all stay blue and connected), but running a windows network diagnostic always shows the following error message "The DNS server is not responding". There is nothing on the router event logs. Restarting the router always connects again until it shuts down the next day... this has been happening for the last 2 weeks and I cannot run an internet business with servers going offline every day. I rang the support line, but apparently this is a known fault with no apparent resolution, although a new router is being shipped to me... Does anyone know what is going on? Desparate for information... Regards and thanks Anis

Re: Need to reboot Hub 3 router daily as loses connection

Turv — Wed, 16 May 2012 22:07:50 GMT

ve the same problem, but am regrading to Infinity 2 tomorrow. The problem appeared around the 9 or 10 May, and a BT bod told me that a firmware upgrade went out around that time and lots of people had been reporting the same issue. I went away to check the firmware version, which was as he quoted, but when I spoke to someone else they basically fobbed me off and logged a line fault with Openreach!

We were "up" from Sunday until this evening, so I thought the issue had passed on its own, but no - it's back!

Will be speaking to BTB again tomorrow to try and get them to replace the Hub 3 - we have only been on the service since the end of April, so I think a swap is the least they can do!!

Re: Need to reboot Hub 3 router daily as loses connection

AElmariesh — Thu, 17 May 2012 06:43:09 GMT

Hi Turv Thanks for reply. Will a new BT 3 router be sufficient? Wont it have the same problem? In the meantime I've swapped back to my older 2701HGV-C router - hopefully the problem was router/formware specific as you say and at least my internet wont go down in the middle of the day and stop all my servers from working. Thanks

Re: Need to reboot Hub 3 router daily as loses connection

kimura — Thu, 17 May 2012 13:17:01 GMT

Hi. "The DNS server is not responding". Looks like a DNS issue right here. Try assigning a static one on your notebook. say 4.2.2.2 or 8.8.8.8, those are opensource DNS servers on the internet.

Re: Need to reboot Hub 3 router daily as loses connection

MHC — Thu, 17 May 2012 15:36:01 GMT

Is it a Hub issue or is it the modem? Have you proved conclusively that the hub is at fault?

Re: Need to reboot Hub 3 router daily as loses connection

Turv — Fri, 18 May 2012 15:43:37 GMT

use Google DNS on all our PCs and laptops, and the problem persists.

A BT operative told me it was probably due to a firmware upgrade to 4.7.5.1.83.8.82.1.1 (type A) dated 9/5 as they had quite a few calls with the same problem since it went out. The issue leaves the Hub unresponsive (cannot even access the 192.168.1.254 config pages) and the reset button doesn't work. only a power cycle will bring things back to normal, until it goes down again. My money is definitely on the Hub!

Re: Need to reboot Hub 3 router daily as loses connection

Turv — Fri, 18 May 2012 15:44:29 GMT

oh, forgot to add - the modem does not require reset - all lights seem normal, and once the Hub is power cycled, all is well again!

Re: Need to reboot Hub 3 router daily as loses connection

AElmariesh — Mon, 21 May 2012 04:37:46 GMT

Problem peristed all throughout weekend... BR was supposed to send out a replacement hub last week but nothing has arrived.... Turv - identical symptons... Still no fix then?

Re: Need to reboot Hub 3 router daily as loses connection

AElmariesh — Mon, 21 May 2012 11:07:57 GMT

I am SCREAMING at the walls in sheer frustration at BT!! HOW UTTERLY RUBBISH!!!! Receive a voicemail call saying closing my issue as they cant get through to me Say if i want to call them back I can (giving me: 0800 678 1107) as the number to call. Keep getting through to some guy saying he is BT Wholesale and he cant help me! I AM "THIS" () close to pulling the plug on BT - UNF*"(&£*^%*$KING BELIEVABLE...

Re: Need to reboot Hub 3 router daily as loses connection

JillJ — Wed, 13 Jun 2012 20:08:31 GMT

Is this issue now resolved for you? If so what sorted it? We have had infinity installed recently and are having to do a factory reset every 24/25 hours. BT seemed to have no idea why.

Re: Need to reboot Hub 3 router daily as loses connection

eachieve — Mon, 23 Jul 2012 09:27:06 GMT

We are also experiencing this issue on a daily basis.

Does anyone know where to find out when the next firmware release is planned?

Is there anywhere to download the latest beta version or older versions of the firmware?

Re: Need to reboot Hub 3 router daily as loses connection

DaveA — Mon, 23 Jul 2012 14:42:31 GMT

Hi,

Issues like dropping connection should always be raised with the Helpdesk, and keep chasing till it's fixed.

As far as the question about firmware is concerned, no older versions aren't available from BT and newer ones are only tested internally before release, at least to my knowledge.

Dave

Re: Need to reboot Hub 3 router daily as loses connection

suntattood — Tue, 24 Jul 2012 02:20:00 GMT

I also get this type of problem every once in a while. I don't think there is a problem with the router or any firmware that needs to be updated, but I guess the problem is coming from BT server which they should fix on their end. I've tried resetting and disconnecting the hub, but to no avail.

Re: Need to reboot Hub 3 router daily as loses connection

DaveA — Tue, 24 Jul 2012 13:50:59 GMT

Hi suntattood,

Could you PM me your broadband phone number and I'll see what I can do to help?

Dave

Re: Need to reboot Hub 3 router daily as loses connection

Hornburger — Wed, 01 Aug 2012 19:20:23 GMT

I have had the same problem since a supposed upgrade to my broadband - over 2 weeks ago. The email said it would 'take time to settle down', but this is ridiculous. Every day the router has to be re-started to get any internet and sometimes this happens four or five times a day.

Please help.

Re: Need to reboot Hub 3 router daily as loses connection

Hornburger — Wed, 01 Aug 2012 19:22:57 GMT

P.s. have attempted contact with BT via live chat - was cut off after waiting 30 mins. Have tried to call three times, again waiting 30mins+ - I do not have the time for this. Perhaps if I phone the number and switch to SKY I will get a more rapid response.

Re: Need to reboot Hub 3 router daily as loses connection

DaveA — Thu, 02 Aug 2012 14:14:45 GMT

Hi,

I really hope you weren't trying to contact Live Chat on your regularly dropping connection, because that would just be silly. Wouldn't it?

There is a 10 day stabilisation period, but if your connection is dropping regularly then there may be something else wrong, so you should call in to the Helpdesk and have it checked - 0845 600 7020. Not Live Chat. No.

Dave