BT Infinity complete reset - what Happened?

I have a 40/20 BT Infinity connection with a HH5.

Earlier this week I was on a computer wirelessly attached to the above HH5 when I lost internet connection. It would not reconnect as it said my password was wrong. I reconnected by pressing the connect button on top of the HH5. We have now found that all our computers ( 3 laptops with wireless connections and one desktop with a wired connection) have suffered the same problem and the password is still wrong!

Unfortunately one of the laptops which has always had a good connection is now problematic.

What happened?

The WPS pin may have been reset hence the need to reassociate.

Has the actual security key for the wireless network actually changed.

One possibility is that another Wi-Fi network has appeared nearby and is causing problems with interference.

The admin password for the hub manager has not changed

The password that connects a wireless computer to the hub has changed & I don't know how to find out what it now is.

The HH5 is located somewhere that I am absolutely confident nobody touched it.

I have found the network security key - it has reset back to the one that was supplied on the HH5 when new - on the card on the back of the HH5

If a HH5a then there are some firmware upgrades relating to G.INP going around, so maybe the password was reset as part of the firmware upgrade.

I presume it is different to the tag/label on the router now, if so should be available in the web interface somewhere.

As I said above - I think we overlapped - the wireless password has reverted to the one printed on the label.

How do I know if it is an HH5a? The card says that it is a BTHub5-WHZT

In reply to a post by chris52:

How do I know if it is an HH5a? The card says that it is a BTHub5-WHZT

I think it should tell you at the bottom of the web interface page.

That along with the firmware version and when it was last updated.

Paul

You can log onto the HH5 and have a look.
Browse to http://bthomehub.home or http://192.168.1.254/
then select troubleshooting tab
then select the helpdesk tab
which should tell you all about the firmware and line stats

Thank you.

1. Product name: BT Home Hub
2. Serial number: +068543+NQ41257758
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 10/01/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 04:22:12
6. Data rate: 9995 / 39993
7. Maximum data rate: 27723 / 80900
8. Noise margin: 17.6 / 17.5
9. Line attenuation: 9.8 / 11.1
10. Signal attenuation: 9.7 / 11.1
11. Data sent/received: 135.3 MB / 1.2 GB
12. Broadband username: [email protected]
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-WHZT
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-WHZT5Ghz
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: 34:8a:ae:d0:8e:a4
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

Any thoughts?

Sounds like a factory reset happened, but I've no idea why. There may be something in the event log which is right next to Helpdesk.

I imagine your wireless problem is due to some wireless settings being reset to defaults. Did you change the settings from default in the past?

It's worth noting that the wired connection stopped at the same time. That makes it very likely that was just when something like a reset was happening to the router

I have had a look at the event log & it is very very long. I am not quite sure when the problem occurred so if anything happens again I will grab a copy at that point.

Do my stats that I posted look reasonable?

Just to clarify I not only lost the wireless passwords but the HH5 reset back to the initial installation screen & I had to decide on parent filtering etc.

As you say the wired connection fell over at the same time, that was probably when it happened. Nothing should have stopped that working as soon as the Hub reconnected to BT - which could take a few minutes.

You say you were using a wireless one at the time, so try to remember as well as you can. That helps searching these big logs. Also if you can select what shows in the log, the System Log should be the one. If you are looking at "All" then see you in a week!

Ok here is the system bit - not very many. Happened on 17th & these are the latest entries.


Message

13:27:18, 17 Jun. ( 4740.370000) The system is going DOWN for reboot.

12:08:59, 17 Jun. STP Alert: Port eth0 leaving blocking state.

12:06:54, 17 Jun. (1211250.080000) The system is going DOWN for reboot.

12:06:54, 17 Jun. (1211250.080000) OpenRG is going for reboot by IPC command

12:06:49, 17 Jun. (1211245.080000) OpenRG will go down for reboot in 5 seconds

11:38:28, 03 Jun. etc etc etc

NOTE: The wire connected computer did reconnect automatically but still went back through the initial start up routine - all the computers did the set up bit.

Edited by chris52 (Fri 19-Jun-15 19:44:14)

The stats look fine, except you have a HH5 type A which doesn't use G.INP if you're on a Huawei cabinet.

Thanks for all the help.

The cabinet is, I think, Huawei. Does that & the lack G.INP explain anything?

I seem to be back to a stable connection.

It just means you won't get the advantage of G.INP

To answer my own question. What happened is that it was a sign that my HH5 was well on its way to being scrap.

Tuesday 29th June 2200hrs I lost the internet & could not reconnect.

Wed 30th June checked router & found green light flashing. Tried restarting, pressing reset etc etc which changed nothing as I just kept getting back to a flashing green light. Phoned BT who very quickly confirmed HH5 was dead & that I would get a priority delivery of a new one & that it would be with me next day - the 1st July & that it would be no charge.

Thur 1st July. No new HH5 ( what a shock). Phoned BT who appeared never to have heard of priority delivery & said that it would take 3-5 days for them to despatch a new one. Hopefully next Monday.

Fri 3 July. Hoped that it might get a new HH5 today but no such luck

The way the tech guy dealt with the problem leads me to suspect that flashing green death might not be that unusual.

Had thunderstorms in your area? xDSL modems are sensitive beasts

Not that I noticed

Did you Factory Reset the Homehub 5?

In reference to bt.custhelp.com/app/answers/detail/a_id/11386/~/how-do-i-reset-my-b...:

How to reset a BT Home Hub 5

Find the recessed "Reset" pinhole button on the back of your Hub
Using a paper clip or similar press the button and hold for 20 seconds. Your Hub lights will go out and your Hub will restart
Wait a few minutes for the Hub lights to settle. The central Power light will go blue and the Broadband light will be off

Note: Afer doing a factory reset, you'll be guided through the Smart Setup on all your devices (like when you first set up your Hub).

In reply to a post by BatBoy:

Did you Factory Reset the Homehub 5?

Yes - several times!

Edited by chris52 (Fri 03-Jul-15 15:10:30)