Home
 » ISP News » 
Sponsored

UK ISP BT Fixes HomeHub 5A FTTC Router Disconnection and Reboot Bug

Tuesday, February 24th, 2015 (1:24 pm) - Score 7,173
bt hub 4 frontside

Customers of the BTInfinity (FTTC) superfast broadband package(s), specifically those with a HomeHub 5A router (integrated VDSL2 modem), may be pleased to hear that the ISP has finally deployed a firmware fix to tackle a nasty bug that was causing random disconnections and device reboots.

Problems like this have been sporadically reported for quite some time, although BT denied via a separate statement to The Register that their fix had anything to do with those historic complaints and instead said it related to a “recent issue” that was “identified last week based on customer feedback“. Apparently the fix was rolled out to all customers on Monday.

Customers impacted by the problem (example) noted how the HomeHub 5A could often reboot itself, sometimes several times a day, and in other cases it would lose broadband connectivity or cause disruption to the local wifi network. Some users were able to temporarily solve the rebooting issue by shutting off the HomeHub’s 5GHz WiFi and using just 2.4GHz instead.

Officially BT began deploying the firmware fix, which apparently contains little more than a “configuration change“, on 19th February 2015 to reach all affected Hub 5A’s. It’s claimed that only a “small number” of their customers were known to be experiencing this fault, although the word “small” is always difficult to define for an operator with 7.6 million broadband subscribers.

StephanieG, a BT Community Manager, said:

We can confirm that our technical team have rolled out a fix to all affected Home Hub 5As, so your service should be back to normal. The fix is a configuration change to the current firmware 4.7.5.1.83.8.204. We apologise for this issue and thank you for your patience.

If you are continuing to experience any issues with your broadband connection, it will be due to a problem with your own connection.

The good news, according to BT, is that they claim to have seen a “significant decrease” in the number of Hubs dropping connection and rebooting.

Leave a Comment
8 Responses
  1. Avatar adslmax

    BT Home Hub 5A is a pile of cheaper and rubbish router. I sold it to Ebay for £130! But I never pay for it as BT sent to me free. Lol. A profit of £130 in my pocket!

    • Avatar David

      It’s odd, other ISPs (Virgin comes to mind) at least claim to retain ownership of the routing equipment and even ask that you return it at the end of your contract.

      BT seem to have no such stance, even offering help on how to reset it if you’re “giving away or selling to someone else”.

  2. Avatar Paul

    Well done to BT for fixing the issue, it may have took a while but should be admired that they pursued and solved it. Strange though they have decided to decline the fix is for previous known bugs. I would had thought it would had been better from a PR perspective not to have taken the deny approach which would demonstrate they still wish to support their devices.

    • Avatar adslmax

      And it took BT to fix it over a year later. Not good enough because BT always blamed on the customers!

    • Avatar Richard

      I’m on my 3rd HH5 and the one I have now uses an Openreach VDSL modem. This fixed all my random reboot issues.
      BT never once admitted that the HH5 had a bug!

  3. Avatar david

    still a piece of cheap tat run by the BT and there excellent services they wish .

  4. Avatar Rodger Shanks

    I have the BT Home hub 5A with the latest firmware and still have the problems.
    Anyone know what the fix is? As BT have no idea and told me to go back to Homehub4 !!

  5. Avatar David Shakeshaft

    My HH5 has been totally unreliable since I got it over a year ago. At first I thought it was related to channel conflicts due to the proximity of other wifi networks where I live. However, I subsequently discovered the problem was related to the modem side continuously resetting and losing its wifi connection. Told BT that I had no intention of using their rubbishy kit and wanted config details for another modem router. In the end bought an ASUS DSL-AC68U AC1900 unit. It self configured and has provided a fast reliable service. I’ve never been particularly impressed by BT but Infinity is the only option locally so I’m stuck with this awful company, at least for the time being.

Comments RSS Feed

Javascript must be enabled to post (most browsers do this automatically)

Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message. By clicking to submit a post you agree to storing your comment content, display name, IP, email and / or website details in our database, for as long as the post remains live.

Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.

NOTE 1: Sometimes your comment might not appear immediately due to site cache (this is cleared every few hours) or it may be caught by automated moderation / anti-spam.

NOTE 2: Comments that break our rules, spam, troll or post via known fake IP/proxy servers may be blocked or removed.
Cheapest Superfast ISPs
  • Hyperoptic £21.00 (*22.00)
    Avg. Speed 50Mbps, Unlimited
    Gift: None
  • SSE £22.00
    Avg. Speed 35Mbps, Unlimited (FUP)
    Gift: None
  • xln telecom £22.74 (*47.94)
    Avg. Speed 66Mbps, Unlimited (FUP)
    Gift: None
  • Post Office £22.90 (*37.00)
    Avg. Speed 38Mbps, Unlimited
    Gift: None
  • Direct Save Telecom £22.95 (*29.95)
    Avg. Speed 35Mbps, Unlimited
    Gift: None
Prices inc. Line Rental | View All
The Top 20 Category Tags
  1. BT (2555)
  2. FTTP (2301)
  3. FTTC (1688)
  4. Building Digital UK (1628)
  5. Politics (1463)
  6. Openreach (1445)
  7. Business (1277)
  8. FTTH (1132)
  9. Statistics (1120)
  10. Mobile Broadband (1071)
  11. Fibre Optic (987)
  12. Ofcom Regulation (933)
  13. Wireless Internet (932)
  14. 4G (927)
  15. Virgin Media (876)
  16. EE (607)
  17. Sky Broadband (602)
  18. TalkTalk (588)
  19. Vodafone (543)
  20. 3G (418)
Promotion
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules , Contact