BT Home Hub!!!!!!!

[Suvvey]

Well a few weeks ago I told Orange to go whistle after they wanted to put up my monthly bill by over a tenner for absolutely no change in service :shock: Went through all the usual hassle of getting my MAC code out of them and then swapping to BT.

Got my Home Hub a couple of days ago and thats when all my troubles begain Basically the Hub, the installation software and BT India's helpline are all POO! Despite my instincts telling me otherwise I tried to set up the wifi using the provided disk :doh: Well that took nearly all night to get any kind of response from the Hub and even the ethernet connection needed to use the disk to establish a connection every time I tried plugging it in :-.

Decided that it was 2 different connection managers conflicting and removed any traces of BT's installed software (quite a bit of it) and hey presto the laptop connects itself automatically without any prompting from myself.

I thought this was the end of my problems so left it for the night. Yesterday I find that it still connects no problem, Internet explorer works fine for a bit and then it APPEARS to lose the connection and stops working. The confusing thing is that it hasn't lost the connection as the notification bar shows that it is still connected and I can still send/receive emails via outlook and if messenger was already connected it will still work but if it wasn't logged in before IE stops it won't let me log in.


As you'd expect BT's helpline was useless and basically the guy reading the script in front of him keeps coming back to one of 2 conclusions:-
 1 The Hub is fine because the blue broadband light is on, so it must be my computer (worked fine before BT arrived on the scene).
 2 It is the settling down period whilst BT try to test my line for the optimal spped so bare with it for a few more days and call back later if still an issue (other wise known as 'go away, we can't fix it and hopefully you'll sort it yourself)

Should mention that if connected by ethernet (which now conects as it should) IE works fine without freezing. Also whilst using wireless if I use firefox it still does the same and freezes.  I have tried changing the wireless channel and I have software that shows all the wifi channels in use and their strength  and there are now no interfering channels. Also it can work fine for anything up to a couple of hours but usually only last ten minutes or so, sometimes only a few seconds

I am completely at a loss now. I have googled like a man possesed and have only found one possible lead which involved playing with the registry, something to do with not using flags whilst acquiring an ip or was it DNS address??? This is pushing my limits a bit but wasn't convinced that acquiring addresses was the problem as it will work for a time before giving up.

Any ideas anyone? Or even someone else with the same trouble? just a fellow shoulder to cry on 
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[zebidee]

Since it's working fine via direct ethernet connection I think it's likely you're experiencing a channel conflict with someone else's wireless connection.

My HomeHub was working fine until one day it started dropping, picking-up, dropping ... the wireless - couldn't work it out, the direct ethernet turned out to be fine. I updated the hub's security settings, tried a couple of other things with no joy.

Finally noticed that there was a new HomeHub listed in the available networks list (used to be just two in the local area - mine + one other).

Connect your machine via ethernet to the Hub, bring up a browser and go into the hub manager http://bthomehub.home/ - click on Basic Config > Wireless. There's a box there which says:

If you are experiencing problems with poor wireless range or speed, first set Channel Selection to Manual, then try another channel starting with 11. Click Apply to make your selection, then wait for 1 min for your devices to automatically pick the new channel.

See the attachment for a screenshot.

Give that a shot ... might help.

Z~

[Suvvey]

  I have tried changing the wireless channel and I have software that shows all the wifi channels in use and their strength  and there are now no interfering channels.

As I said I've moved the channel and the 'inSSIDer' software I downloaded shows that there are no conflicting channel users even if I leave it scanning for several hours. Nothing shows up. Although the MY hub does seem to drop out occasionally for a second but cant tell if this is connected or not :-k Maybe on reconection this is when there is trouble reaquiring an ip address? It's hard to tell if this is when the trouble occurs as most of the time it doesn't seem to affect it and on the odd occasion it does seem to be around the same time it is still difficult as there is a lag between what 'inSSIDer' shows and actual real time.

[Porny]

I've been having loads of trouble with my new black BT home hub.. basically kept dropping in and out, and some days just wouldn't work at all.  So got fed up and plugged in my old white Home Hub... no problems at all.

When you phone BT (and most other call centres for that matter) - if you do get put through to India, asked to be put through to an English call centre.

I spent 3.5 hours trying to sort out a problem with my email addresses with various foreign call centres - in the end I asked to be put through to an English call centre... it took the woman on the other end of the phone 15 mins to do what I wanted!!! - after being told by the other call centres it was impossible.

Ian

[Suvvey]

Hmmmm Orange don't seem that bad now :roll: Never had any issues for 5 years other than in the last 2 months when the speed dropped to about half a Mb then the letter that told me my phone line and broadband package no longer existed :shock: so my bill would go from £23 to £34 a month BUT not to worry as I didn't have to do anything and they would kindly help themselves to the new amount each month. Very helpful of them I thought

[Yoshi]

We had the same problem, and BT said the same.

Its something to do with settling down, after a few days its fine and no problems whatsoever!

[landmannnn]

Many have suffered like you.  Google bt home hub connection problems !

I sorted it by :

Unplugging everthing, pc, laptop , home hub.
Remove all 3rd party wifi software from the laptop - not needed.
Reset the hub to defaults.
Remove norton and any other anti virus software and disable firewalls.
Scan wireless and connect using wpa.

No problems since.

[Suvvey]

I can understand it being 'settling down' if I lose the ethernet too but I don't. Also just to add to the confusion I don't have any trouble with the Wii and online gaming. Infact the connection is that  much better it has seriously improved my game  :roll: So it only seems to affect my internet browser which ever I use :-k

[Mutz]

Scrap it Suv's; should have gone Virgin :-k

[Suvvey]

no cable in my area (village life ;)), otherwise i would of done.

[beast5680]

I seem to be the exception to the rule then :-k BT home hub connected no problem and no problem with it ever since indian man was very helpful and seemed to be one of the few i,ve spoken to who actually knew what he was doing, the problem we had was getting the phone line put in to start with

[Sider]

Since you don't list the offending equipment details, I'll go blindly:

1.- Try to update the drivers on your computer's wifi card. Sometimes, that is the problem
2.- Make sure your TCP/IP properties are properly configured (i.e. to match the new router) You wouldn't believe how often people make that small and very silly mistake. If the router is configured for DHCP, sao should be the copmputer, and viceversa. Make sure gateway and DNSs are correct, specially.
3.- If the router is one of the new fangled N band whatchamacallit, but the wifi card is still one of the older G or even B, it might be worth limiting the router's range to that of your card.
4.- Double check your WEP or WPA details, as well as the router's name, you know, all the basics.
5.- If all the above fails, get BT to collect the Hub, and replace it with a decent, hardworking wifi modem-router :D. Just kidding. :D

I know some of the above suggestions may sound stupid, but then, so is Microsoft.

[carbore]

Hello,

Good advice from Sider, but also

Check your proxy settings. Maybe you have a bad proxy in the various BT installs?
Try looking for other wifi again, possibly wiht netstumbler http://www.netstumbler.com/downloads/ make sure your bt-hub  is off (so it does not mask it)
Try running wihtout WEP/WPA as it could be you processor failing to do the encryption only do this if you are happy that you not doing anything that can be intercepted or that no one will "borrow" you wifi. My old laptop 192mb ram struggles with encrypted stuff.
Check that any personal firewall/AV is not blocking the web at random on the wi-fi interface
Dont rule out hardware failure on laptop or hub caused by heating in use

Do a good virus/spyware sweep just in case teh hub is coincidence and you have something nasty messing about with your browsing.

[Suvvey]

Well I've just got off the phone to BT India after a 3 hour session :shock:

After no less than 5 attempts I finaly got through to the technical helpline as they where having problems with their own phone system which meant that I kept getting directed to the general account enquiries department even when they tried to transfer me themselves :shock: Didn't bode well :roll:

On the 5th attempt I got through and spoke to a helpful chap but typically my connection behaved impeccably whilst on the line to him so there was nothing he could diagnose and said to call back when it goes down. Obviously you can guess what happened as soon as I put the phone down :doh:

Called back again and as expected had to sit in a queue to then speak to someone else. Fortunately the connection played up merry hell to the point that he didn't know whether he was coming or going. Spent quite a bit of time watching my computer screen as someone called Thomas in India took control of my computer and did nothing that I hadn't already tried. I was even able to show him my 'inSSIDer' results that showed the wifi signal dropping out which I could see he was interested in as he played with it for a while but then gave me the text book answer about 3rd party software and ignored it. After about 2 hours he decided to do a line check which meant I had to hang up on him and to be honest I wasn't expecting him to call back. I thought oh yeah right, I've just been brushed off here. But he did call me back and say that there appeared to be a fault on the line :-. Not entirely convinced myself as I'm sure it's a hardware issue like the wifi card in the hub but apparently the local engineers will be in touch within 48 hrs so maybe we are getting somewhere now [-o<

[skip2]

Turn everything off unplug everything including power the hub,the BT vision box and telly if you got one & internet phone

Pick it up give it a good light slap on the back. :lol:

Leave it to rest for a while say 20 minutes :?

Plug everything back on then start up BT vision box

Then one by one been everything (computer phone lappy back on)

Always seems to work takes hours to boot everything back up have to do it at least once a month but seems to work :)

[DoubleTop]

my BT Home hub lasted about 2minutes in my house before being placed onto ebay.  Went straight back to my netgear and had no issues at all.

DT.

[Suvvey]

Errrrrr aren't they still technically the property of BT and have to be returned when/if you cancel your contract? I know my old Wanadoo (orange) livebox is although they haven't asked for it back yet so may see if I can set that up again although I think they were meant to be locked to orange

[Vicarious]

Spare a thought for the poor Indian help desk operator. He does his job precisely within scope. Trouble is the scope is set by a corporate dick who doesnt trust him to get on and do a job - these people have alot to answer for.

[Suvvey]

I was actually quite impressed with the service from ALL 7 or 8 of the operators I spoke to. All extremely courtious, polite and actually wanted to help but as you say they are extremely restricted to what they can do and say. Several times I actually said 'look we both know I need a new hub' and he very deftly steered the conversation away and back to the strict protocol and procedures they have to follow before I ever get near a new hub :roll: One step further today as I had another phone call from an engineer who tested the line whilst I was on it (still in India!) but then said he couldn't find anything wrong with it so he will get someone else to call me tomorrow to arrange an engineer visit.

[marjan]

I use mine as a door stop, only thing it is good at. Bought a Netgear router for 36 quid and it works great.

[marjan]

Errrrrr aren't they still technically the property of BT and have to be returned when/if you cancel your contract? I know my old Wanadoo (orange) livebox is although they haven't asked for it back yet so may see if I can set that up again although I think they were meant to be locked to orange

No they are your property from day one of your contract.

[Suvvey]

In that case does anyone want to buy an almost new Home hub?

No?

Didn't think so :doh:

[Suvvey]

Got a phonecall today whilst at work to tell me that BT have carried out work to my line from there end and I should now be able to connect with no issues. I wasn't convinced as I didn't believe it was a line issue but thanked him anyway. Got home to find that absolutely nothing had changed other than if anything the ethernet connection seemed a little more troublesome than it was before. Running windows diagnosis on the wifi and LAN connections as usual came up with a different answer each time but all seemed to revolve around trouble connecting to the hub at all or acquiring an IP address. I think this is the crux of the problem as when connecting via the LAN it sometimes takes several attempts to even recognise I have plugged it in and sometimes it can't identify the network, but once connected it remains stable and has been connected for over 24 hrs without dropping. The wireless seems to have similar problems which are just made worse by the nature of wireless and what seems to be a 'twitchy' wireless card in the hub that often drops the signal and then it can't re-establishing the connection probably because of trouble acquiring an IP address.
I plugged my old Livebox back in today alongside the hub just to watch the wireless results on 'inSSIDer' and could quite clearly see a difference between the 2. I could recieve them both at -50dB but where the hub dropped out maybe 20 times other half an hour, the Livebox dropped it twice. Couple this with the ability to quickly re-establish the connection I would of barely noticed it infact I never really did.
So rang BT back up with no intention of putting the phone down without a new hub on the way It took another 48min and 40sec of negotiation where I was told I could absolutely not have a new hub without a visit from an engineer to confirm it was faulty. This of course would involve me taking the morning off work which I told them was not possible and even if it was I wouldn't of done it because of the loss of earnings. Also surely a hub costs them less than what an engineer would of done :doh: Told the by now quite upset girl in India that either I got an out of hours visit or a new hub or I wouldbe canceling the contract on the grounds of not recieving the service I am paying for. Eventually after speaking to her supervisor who then had to speak to someone else they relented and agreed to send me a Hub.

God I hope it turns out to of been the problem :shock: :oops:

[Saffy]

you could try this:
http://news.bbc.co.uk/1/hi/world/africa/8248056.stm

[Yoshi]

IIRC the people who make the livebox are the same people who make the home hub arent they???

Cant remember though lol

[Suvvey]

you could try this:
http://news.bbc.co.uk/1/hi/world/africa/8248056.stm

:lol: probably would be better :lol:

As for the Livebox and Homehub manufacturers I've no idea but I do know that the livebox was faultless for 3 years and the hub didn't last 3 min

Had another two calls today from BT. First one was someone offering to try and fix it over the phone for me ](*,) and the second was the poor girl from last night to tell me that my hub should be here tomorrow or monday. I suspect the first one was her supervisor trying to get out of sending the hub as the second call came only 20 minutes later :-k

[Suvvey]

Oh dear :oops:

Borrowed a mate's router today just to have similar problems. This was the last straw so started to dismantle the laptop to get to the wireless card. Took it out and cleaned the connections. Put it all back and guess what? :roll:

Now I really should ring that nice Indian lady back shouldn't I? :lol:

[Saffy]

 :tappity:

[M0EAF]

I hope all of these people going with the bt hubs arnt interested in amateur radio, because from 50 metres away these hubs swamp the hf bands with full scale 60db of noise !!!!!!!!!!!

[Saffy]

I hope all of these people going with the bt hubs arnt interested in amateur radio, because from 50 metres away these hubs swamp the hf bands with full scale 60db of noise !!!!!!!!!!!

That's not correct. Different technology, not the WIFI BT home hub exactly, it's the network over household power cables (BT Vision package) that is the major noise concern, B.P.L' & 'P.L.T.' devices... the ones where they got tested and certified because the testing house failed to notice they where in sleep mode during tests!
http://www.mikeandsniffy.co.uk/UKQRM