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BT INFINITY

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By (user no longer on site) OP   
over a year ago

Can anyone help with bt infinity?

I have fibire optic broadband so i have the white openreach router with a homehub 3. I keep losing my connection. The wifi is fine, the whole hub shuts down and then restarts knocking the internet off, ive been onto bt many times. Lines.exchange etc all checked and show no faults. I have had 3 hubs, 3 routers and many engineers, but no luck!..any tech advice out there?

Thanks in advance.

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By (user no longer on site)
over a year ago

Have you had an electrician check out the power supply that the hub is connected to?

It only takes a small break in supply to initiate a reboot.

If possible, plug it into a different supply and see what happens.

Hope this helps

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By (user no longer on site) OP   
over a year ago

Good point, not tried that...but my comp is connected to that power point also..would a faulty power pont shut the comp down?

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By (user no longer on site)
over a year ago


"Good point, not tried that...but my comp is connected to that power point also..would a faulty power pont shut the comp down?"

I had such problems with BT even the Chairman's office couldn't sort it and they let me off my contract and paid compo.

One tip. That white router is extremely prone to overheating. I had it "flat" and sat my hub on it, which is how their engineer left it. When it stopped working, they said it shouldn't be like that but should be mounted on a wall with grill above and below.

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By (user no longer on site)
over a year ago

we had problems with the old white hub eventually after kicking off to BT they got us the black one

since then no problems no reboots or no hanging x

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By *ewels74Woman
over a year ago

Dundee/Angus/Blackpool

yeah same here, white router was having issues now with the bt home hub its been running a dream...only after i was on the phone all the time wanting answers to tons of issues

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By *omnlynneCouple
over a year ago

milton keynes

we had that problem about a month after installation and were told the original white box the hub connects to has an inherrent manufacturing fault that causes overheating but the mark 2 has been modified.

new white box now have no probs in over 6 - 8 months and fantastic speed so now will never go back to normal broadband contact bt they will sort it within 48 hours.

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By *ophieslutTV/TS
over a year ago

Central

If after checking the power supply for issues, I'd probably try a completely different router, using the same power. Obviously the pc connection, as well as BT line/sockets could be the same too. If a borrowed router - not a home hub - performs fine, then it isolates the issue to the home hub.

Whilst I realise that you've had several of them, then - if it is the BT home kit - it would hint at a generic problem with it/its operation in your place. What the solution is, when it's supposedly far superior to any other router equipment in the UK, I'm not so sure. I'd guess they'd need to provide suitable equipment and/or a refund, for lower grade performance.

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By (user no longer on site) OP   
over a year ago

Thanks for all the advice.

Our hub is black and modem white and yes hot to touch!

Using WI-FI so comp not connected to anything.

Getting feb up now as had it fitted dec and an engineer round at least every two weeks since then.

The hub was mounted on the modem when installed..but its not now after reading this thread.

Will contact bt later about replacing the white modem for a black version!

Thank you for all the advice.

When this issue is sorted..we will be asking for a good will refund from bt and they have been informed of that.

When it works..its fantastic but the key word is when!!

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