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

Tuesday, February 24th, 2015 (1:24 pm) - Score 7,285

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.

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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