BT Hub 3.0 needs daily reset

Chali — Mon, 19 Nov 2012 16:05:22 GMT

Hi, can anyone help please with this. We recently changed provider to BT, the first couple of weeks were ok, but now we are requiring on average daily factory resets of the router in order to rectify a lost broadband connection (flashing orange/red 'b' light). A factory reset is the only thing that solves it, but is annoying as we need to reopen ports etc with each reset.

BT say if they send an engineer they will charge us £150+vat if it is our fault. We are a small charity of 6 people with no dedicated IT personnel, and can ill afford this, or our own IT company to come out. Everything was fine until this new Hub and switch to BT.

These are our line status report:

ADSL Line Status

Connection Information

Line state:	Connected
Connection time:	0 days, 04:34:19
Downstream:	6.336 Mbps
Upstream:	1.008 Mbps

ADSL Settings

VPI/VCI:	0/38
Type:	PPPoA
Modulation:	G.992.5 Annex A
Latency type:	Fast
Noise margin (Down/Up):	8.5 dB / 5.7 dB
Line attenuation (Down/Up):	35.4 dB / 20.3 dB
Output power (Down/Up):	20.0 dBm / 12.3 dBm
FEC Events (Down/Up):	0 / 0
CRC Events (Down/Up):	710 / 60
Loss of Framing (Local/Remote):	0 / 0
Loss of Signal (Local/Remote):	0 / 0
Loss of Power (Local/Remote):	0 / 0
HEC Events (Down/Up):	1299 / 7
Error Seconds (Local/Remote):	348 / 0

Re: BT Hub 3.0 needs daily reset

DaveA — Tue, 20 Nov 2012 15:01:22 GMT

Hi,

If you're having to fully factory reset the router every day then it sounds like there's something wrong with the router.

The fact is, however, that they are correct in that if an engineer comes out and it's your internal wiring or settings then you would be charged. That's why we get you to check everything before we send out an engineer.

So the only way you can avoid that charge is to get in contact with the Helpdesk and make sure that you do absolutely everything they tell you to.

Dave

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BT Hub 3.0 needs daily reset

Re: BT Hub 3.0 needs daily reset