BT HomeHub 5 with Netduma

[Stealth_01]

Hi all,

 

So, since a couple of weeks ive been having issues with the Netduma and the BT HH5, for some reason everytime i have it connected im getting really bad frame drops in game and the HH5 just randomly starts to re-boot. Slow turn is another issue also, it feels like im playing on a low sense. Ive had some really good games with the DUMA and i know exactly what it should feel like. I have my controller plugged it always so i eliminated the fact that it could be the bluetooth playing up. I get random disconnects on the HH5. Gave BT customer service a call and they're looking into it (said they'll get back to me on Thursday). Its been fine usually up until now. Anyone else having these issues? My ping to google is around 13ms which isnt bad. I have the BT Infinity 2 package and i usually get 74 down and 18 up. Its really bugging me out and bo3 has become unplayable recently. Without the duma it seems alot better but then i cant get all the features i want. Currently im gaming without the duma  

 

Any thoughts would be much appreciated,

 

Regards

[Macca65]

Hi, I have the HH5 but don't have any issues with it. I have the wi-fi disabled on the HH5 and just use the Dumas wi-fi. I assume that you have turned everything off for around 5 minutes and then reboot the HH and then the Netduma and see if that helps

[slashformayor]

Hi all,

 

So, since a couple of weeks ive been having issues with the Netduma and the BT HH5, for some reason everytime i have it connected im getting really bad frame drops in game and the HH5 just randomly starts to re-boot. Slow turn is another issue also, it feels like im playing on a low sense. Ive had some really good games with the DUMA and i know exactly what it should feel like. I have my controller plugged it always so i eliminated the fact that it could be the bluetooth playing up. I get random disconnects on the HH5. Gave BT customer service a call and they're looking into it (said they'll get back to me on Thursday). Its been fine usually up until now. Anyone else having these issues? My ping to google is around 13ms which isnt bad. I have the BT Infinity 2 package and i usually get 74 down and 18 up. Its really bugging me out and bo3 has become unplayable recently. Without the duma it seems alot better but then i cant get all the features i want. Currently im gaming without the duma

 

Any thoughts would be much appreciated,

 

Regards

Do you still have an open NAT in game and in Xbox settings?

 

Not sure why you are getting frame drops in game though tbh, that should not be down to network connection. Does your TV have a 'Game' profile? Is it possible it has been reset to a different profile?

[Netduma Fraser]

It's hard to determine what the issue could be considering the HH5 is rebooting and that is out of my area. I'm happy to help once that issue is resolved and we can get the duma on point.

[Stealth_01]

Hi, I have the HH5 but don't have any issues with it. I have the wi-fi disabled on the HH5 and just use the Dumas wi-fi. I assume that you have turned everything off for around 5 minutes and then reboot the HH and then the Netduma and see if that helps

 

Unfortunately ive already tried this a countless number of times, but to no avail.. did a full reset of the HH5 and the duma too. Kinda baffled as to what it could be.

 

 

Do you still have an open NAT in game and in Xbox settings?

 

Not sure why you are getting frame drops in game though tbh, that should not be down to network connection. Does your TV have a 'Game' profile? Is it possible it has been reset to a different profile?

 

 

Yes i do have an open NAT, the frame drops just occur randomly. The BT technician did say thathe could see the HH5 Re-booting itself for no apparent reason..

 

 

It's hard to determine what the issue could be considering the HH5 is rebooting and that is out of my area. I'm happy to help once that issue is resolved and we can get the duma on point.

 

 

Well they're looking into it for the minute, hopefully it gets resolved soon. With regards to the setup of the DUMA i pretty much had it spot on. Although u did get the occasional WTF moments or games, all in all it was pretty good. 

 

Regards,

[Zennon]

It could be a RJ11 cable problem, a master socket issue (non BT filtered face plate) , dongle filter fail ( if you do not have a BT filtered face plate) a line issue out side your property, or a faulty HH.

 

If you can access the HH and post the broadband line stats and error data here so I can take a look.

 

Post taken from Kitz http://www.kitz.co.uk/adsl/frogstats.php

 

http://bthomehub.home  

From the top Menu
> Troubleshooting
> Helpdesk

Default admin password is on the card on the back of the hub.
If this is the 1st time you have been to the Hub manager you will have to change & set your admin password.

[Stealth_01]

It could be a RJ11 cable problem, a master socket issue (non BT filtered face plate) , dongle filter fail ( if you do not have a BT filtered face plate) a line issue out side your property, or a faulty HH.

 

If you can access the HH and post the broadband line stats and error data here so I can take a look.

 

Post taken from Kitz http://www.kitz.co.uk/adsl/frogstats.php

 

http://bthomehub.home  

 

From the top Menu

> Troubleshooting

> Helpdesk

 

Default admin password is on the card on the back of the hub.

If this is the 1st time you have been to the Hub manager you will have to change & set your admin password.

 

Cheers Zen, ill have it up as soon as i get a chance

[Stealth_01]

It could be a RJ11 cable problem, a master socket issue (non BT filtered face plate) , dongle filter fail ( if you do not have a BT filtered face plate) a line issue out side your property, or a faulty HH.

 

If you can access the HH and post the broadband line stats and error data here so I can take a look.

 

Post taken from Kitz http://www.kitz.co.uk/adsl/frogstats.php

 

http://bthomehub.home  

 

From the top Menu

> Troubleshooting

> Helpdesk

 

Default admin password is on the card on the back of the hub.

If this is the 1st time you have been to the Hub manager you will have to change & set your admin password.

 

Right so i just wanted to eliminate a few things before the stats. The master socket was recently installed, its a BT 5C with a BT mk4 faceplate. All the other wiring is fairly new, since ive bought the duma ive been trying to use the best wiring possible.

 

Im starting to think its the HH5 but cannot be too sure.

 

 

  1. Product Name: HomeHub5 2. Serial number: +076286+1533008494 3. Firmware version: v0.07.06.09028-BT (Type Last updated 6/11/2016 4. Board version: 01 5. VDSL uptime: 1 days, 03:14:34 6. Data Rate: 19999 / 79999 7. Maximum Data Rate: 29427 / 87181 8. Noise Margin: 15.2 / 7.3 9. Line Attenuation: 12.0 / 11.8 10. Signal Attenuation: 0.0 / 0.0 11. Data sent/received: 369.2 MB / 5.5 GB 12. Broadband username: [email protected] 13. BT Wi-fi: No 14. 2.4GHz wireless network/SSID: BTHub5-CQS9 15. 2.4GHz wireless connections: Disabled (802.11 b/g/n (up to 144 Mb/s)) 16. 2.4GHz wireless security: WPA2 Only (Recommended) 17. 2.4GHz wireless channel: Automatic (Smart Wireless) 18. 5GHz wireless network/SSID: BTHub5-CQS9 19. 5GHz wireless connections: Disabled (802.11 a/n/ac (up to 1300 Mb/s)) 20. 5GHz wireless security: WPA2 Only (Recommended) 21. 5GHz wireless channel: Automatic (Smart Wireless) 22. Firewall: Default 23. MAC Address: 5c:dc:96:c9:ce:5c 24. Software variant: - 25. Boot loader: 0.5.1-BT (Wed Nov 12 11:52:05 2014)

 

 

[Stealth_01]

 

Right so i just wanted to eliminate a few things before the stats. The master socket was recently installed, its a BT 5C with a BT mk4 faceplate. All the other wiring is fairly new, since ive bought the duma ive been trying to use the best wiring possible.

 

Im starting to think its the HH5 but cannot be too sure.

 

 

  1. Product Name: HomeHub5 2. Serial number: +076286+1533008494 3. Firmware version: v0.07.06.09028-BT (Type Last updated 6/11/2016 4. Board version: 01 5. VDSL uptime: 1 days, 03:14:34 6. Data Rate: 19999 / 79999 7. Maximum Data Rate: 29427 / 87181 8. Noise Margin: 15.2 / 7.3 9. Line Attenuation: 12.0 / 11.8 10. Signal Attenuation: 0.0 / 0.0 11. Data sent/received: 369.2 MB / 5.5 GB 12. Broadband username: [email protected] 13. BT Wi-fi: No 14. 2.4GHz wireless network/SSID: BTHub5-CQS9 15. 2.4GHz wireless connections: Disabled (802.11 b/g/n (up to 144 Mb/s)) 16. 2.4GHz wireless security: WPA2 Only (Recommended) 17. 2.4GHz wireless channel: Automatic (Smart Wireless) 18. 5GHz wireless network/SSID: BTHub5-CQS9 19. 5GHz wireless connections: Disabled (802.11 a/n/ac (up to 1300 Mb/s)) 20. 5GHz wireless security: WPA2 Only (Recommended) 21. 5GHz wireless channel: Automatic (Smart Wireless) 22. Firewall: Default 23. MAC Address: 5c:dc:96:c9:ce:5c 24. Software variant: - 25. Boot loader: 0.5.1-BT (Wed Nov 12 11:52:05 2014)

 

 

Call me a noob but how do u attach screenshots on here again? i cant see any attach icons? or am i missing something here?

[Zennon]

More reply options next to post, then you can attach.

 

You live close to the cabinet and have max sync and a good SNRM I would not have thought it would be a line issue looking at these stats.

 

I would ask for a new HH to be sent out firstly.

[Stealth_01]

Right, so just a quick update on the current situation, the BT technical guy rang me today and informed me that the dropouts are not as consistent anymore but the packet loss has increased a whole load im assuming this is the reason as to why im getting really laggy frame skipping games atm.? Any ideas as to what could be possibly causing this packet loss?? Is the line too congested maybe?

Well on a positive note, the broadband specialist engineer is on his way round tomorrow so hopefully he can sort it..

 

Regards,

[ColonicBoom]

Right, so just a quick update on the current situation, the BT technical guy rang me today and informed me that the dropouts are not as consistent anymore but the packet loss has increased a whole load im assuming this is the reason as to why im getting really laggy frame skipping games atm.? Any ideas as to what could be possibly causing this packet loss?? Is the line too congested maybe?

Well on a positive note, the broadband specialist engineer is on his way round tomorrow so hopefully he can sort it..

 

Regards,

 

If he's coming to check on things tomorrow then it's probably better we don't suggest anything until after he's checked/replaced your Hub/wires.

 

Might be best to unplug the Netduma (and put it elsewhere) before he gets there.

In my experience, some engineers will blame anything but their own stuff and if the Netduma is there then it's an easy target.

Not sure if BT are one of those companies that can charge you if they deem it's not their fault but best not to give them any excuses.

 

Good luck, let us know tomorrow.

[Stealth_01]

So the BT engineer visited yesterday, couldnt find any faults with the line itself, so he had a look at all the wiring and found a few crimps that wernt in the best of conditions. He presumed that those were probably causing the issue with the faults that id been having. He changed them out for some brand new crimps and left. Once i jumped on bo3 i found that the issue wasnt resolved. Got a call from BT today and asked if i was still having any issues and i told them that the faults were still noticeable. He had a look at the line stats and could clearly see i was still getting packet loss so he re-booked an appointment with another engineer to come out and have a look again on monday... While the first engineer came round i started having a chat with him and he came across a term known as a lift and shift. I enquired about this with the BT tech guy that rang today and he said they had to come to an agreement that they needed to perform one of these. He said that the cards and other components in the cabinet could be faulty in which case they might have to change out the cabinet itself. So heres hoping that we get a new bit of fresh installation to resolve the issue at hand. Any thoughts are welcome.

 

Regards,

[ColonicBoom]

Looks like a case of wait and see for the moment.

Pretty poor that the engineer came and 'had a go' but didn't bother testing the line (assume he didn't as the man on the phone could still see there was a problem).

[Stealth_01]

So another update after a second visit from another engineer...

Well basically he pretty much did the same thing as the first guy. Plugged his little device into the phone line and the broadband router and said he couldn't see any issues. At this point i didnt know whether to start arguing or just let him slide by considering he was a very polite man. Although he did say that he'd put a note in for me to recieve a new router. I really dont know or understand what tests this little device he plugged into the phone socket performs. Any help here..? Obviously there is an issue somewhere as i am getting packet loss. Following the visit from the first engineer i did receive a follow up phone call so i was expecting the same this time round so i could voice my opinion with regards to their service more abruptly. Its been 3 days now but nothing, I dont know where to go from here.. Its like a never ending cycle which has been going on for 2 weeks now and the frustrations are building up. Do i call them again and wait on the damn line for another 20minutes only to get a scripted fault finding procedure from an an overseas assistant and pursue it, or just let it be? What kind of a mess has BT become. All suggestions are welcome and highly appreciated.

Regards,

[BENORMOUS]

The machine he plugged in performs a general health check on the line and thats it,he will have listened for noise and checked if anything popped up saying there was a fault anywhere from your home back to the cabinet,there's far more issues with people's lines than they actually check for it can be a frustrating time with engineers

[Netduma Fraser]

I would give them another ring & mention that the engineer that came round said you would be getting a new router & when that will arrive. They will likely not look further into the issue unless you experience the same thing on the new one.

[Zennon]

Yeah you need to rule out the router first as your line stats seem fine.

 

Thats why I said to swap it out last week

[Stealth_01]

Yeah you need to rule out the router first as your line stats seem fine.

 

Thats why I said to swap it out last week

 

 

 

The machine he plugged in performs a general health check on the line and thats it,he will have listened for noise and checked if anything popped up saying there was a fault anywhere from your home back to the cabinet,there's far more issues with people's lines than they actually check for it can be a frustrating time with engineers

 

 

I would give them another ring & mention that the engineer that came round said you would be getting a new router & when that will arrive. They will likely not look further into the issue unless you experience the same thing on the new one.

Firstly id like to thank you all for the input guys  

Anyways back to the topic at hand, I already asked them for another router but they did say they had to eliminate all other possibilities first. Looks like another phone call to BT it is, seriously dreading it though, cba waiting and all the rest that comes with it. Was contemplating buying a tp link vr900 instead but need a few honest reviews with regards to the router first. Any recommendations for vdsl2 routers that are compatible with BT infinity 2 that work well?? What set-ups do people have? I did have a HUAWEI HG612 unlocked modem but i had to get rid of it due to the fact that the wi-fi on the duma kept dropping out. Ive tried many times to configure it by reading through countless threads. But ive just come to accept that it doesnt work perfectly, hopefully the new firmware can rectify this somehow.

Regards

[BENORMOUS]

So you no longer have the hg612? Because if anything is gonna talk to the cabinet down ur Street well it will be the hg612,I'm using a hg612 straight to duma using PPPoE and it works great not having any trouble at all especially with wifi,my laptop at one point wouldn't hold connection with the duma until I changed the wifi security to wpa psk2 on my netduma and ever since its been strong and not dropped once,if you chat online to an advisor you can force them to call you which will save a bill on your end I suppose

[Zennon]

So you were HH (WiFi on) > Duma (WiFi off) ?

 

That is the wrong set up, you need to turn WiFi off in the HH and on in the duma to stop local congestion using congestion control in the duma over both LAN and WAN.

 

If you have WiFi issues with the duma, turn off the WiFi workaround in misc settings and change the security mode to WPA-PSK2.

[Stealth_01]

So you no longer have the hg612? Because if anything is gonna talk to the cabinet down ur Street well it will be the hg612,I'm using a hg612 straight to duma using PPPoE and it works great not having any trouble at all especially with wifi,my laptop at one point wouldn't hold connection with the duma until I changed the wifi security to wpa psk2 on my netduma and ever since its been strong and not dropped once,if you chat online to an advisor you can force them to call you which will save a bill on your end I suppose

 

Ive lost it like a lemon, its somewhere in the house probably but cant seem to bloody find the damn thing. I do have an ECI modem, but i dont think it will have g.inp enabled

[Stealth_01]

So you were HH (WiFi on) > Duma (WiFi off) ?

 

That is the wrong set up, you need to turn WiFi off in the HH and on in the duma to stop local congestion using congestion control in the duma over both LAN and WAN.

 

If you have WiFi issues with the duma, turn off the WiFi workaround in misc settings and change the security mode to WPA-PSK2.

 

Nope, i had wi-fi off on the HH5 and turned on the duma. Ive tried all the settings with regards to wi-fi, including the ones you have mentioned, but for some reason I keep getting dropouts for a good 30 seconds or so here and there. Is the wi-fi light meant to be lit? i know that sounds like a stupid question, but mine never lights up. The light im talking about is the one at the top of the duma, because all the other lights are lit when im using their corresponding ports, but the wifi isnt unfortunately.

[Zennon]

No the light does not light up, have you tried WiFi workaround on?

[Stealth_01]

No the light does not light up, have you tried WiFi workaround on?

 Yeah i have Zen, ive just come to accept it dude. It doesnt bother me too much as everything is pretty much wired, and if i do need to connect to wi-fi i just do it through the powerline adaptors ive bought which work a treat.

 

Ive just managed to get through to BT and speak on the phone with a supervisor, he said there was no congestion on the line and that he wouldn't be able to send me out a new router as the engineer never put it down on his notes (although the engineer did say he would)! The supervisor did tell me that i was getting paket loss but it wasn't down to them as this was a 'hard' networking issue out of the control of the ISP. So i asked how i could go about getting this issue resolved and he said to start a thread on the BT community forum. Ive written a complaint to BT and also now i've given up. All doors seem closed on this one unless anyone has any other ideas? Kinda sucks i know, but it is what it is *sigh*

Regards,