BT Smart Hub 6

[#1]

OK.

Good news; strong signal (MUCH stronger than the old Thomson) working well on both 2.4 and 5 Ghz.

Bad news.

I'm getting what googling tells me is the old "Smart hub keeps rebooting itself" issue.

To which I can't find a known cure. In the only support thread I found with a solved tag, the issue was "solved" by buying a different router.

My reset date time (once I started logging) have been

2020.12.27 16:45
2020.12.30 12:40
2011.01.06 13:33
2011.01.07 15:19

Here's a sample from the log;

event_log_01.csv:00:00:37, 01 Jan.,:WDG Laststatus:: # Current boot was caused by Power Reset
event_log_01.csv-00:00:25, 01 Jan.,:WAN: ethernet as LAN
event_log_01.csv-15:17:33, 07 Jan.,:FIREWALL [ENDED] ipv4   2 icmp   1 src=192.168.1.209 dst=192.168.1.254 type=8 code=0 id=603 src=192.168.1.254 dst=192.168.1.209 type=0 code=0 id=603 id=3654521680
event_log_01.csv-15:17:03, 07 Jan.,:FIREWALL   [OPEN] ipv4   2 icmp   1 30 src=192.168.1.209 dst=192.168.1.254 type=8 code=0 id=603 [CONNECTION INITIATED] src=192.168.1.254 dst=192.168.1.209 type=0 code=0 id=603 id=3654521680
event_log_01.csv-15:14:42, 07 Jan.,:FIREWALL --INPUT_DROP--IN=ppp1 OUT= MAC= src=45.129.33.82 DST=51.7.158.19 LEN=40 TOS=0x00 PREC=0x00 TTL=246 ID=36308 PROTO=TCP SPT=53843 DPT=6903 WINDOW=1024 RES=0x00 SYN URGP=0 MARK=0x8000000
event_log_01.csv-15:12:32, 07 Jan.,:FIREWALL [ENDED] ipv4   2 icmp   1 src=192.168.1.209 dst=192.168.1.254 type=8 code=0 id=603 src=192.168.1.254 dst=192.168.1.209 type=0 code=0 id=603 id=3600709712

Does anyone know any useful action I can take to fix, or at least diagnose this?

   BugBear

[#2]

@bugbear 

If your reboots followed a pattern such as every 24 hours when there is a TR069 communication with BT’s servers then I would suspect a firmware issue, but your drops are at random intervals. 
I note that the cause is a Power Reset. I don’t know what this means as I have not come across it. I assume that it is connected with loss of power for some reason. If this is the case it could range from a mains drop out or an intermittent fault in the power supply plug or the hub.

[#3]

The power supply unit is quite big (by modern standards) so I'd "hope" it would have some small amount of reserve to bridge over minor brown outs.

I'm keeping a note of when the router drops to see if there is a pattern, but I haven't spotted one yet. 😞

For the moment, I'll just "keep an eye" on it.

   BugBear

[#4]

Mine survived a brown out the other day, the lights went out (and the non serviced alarm systems went off in the street) but hub stayed online.

[#5]

Thanks for the info.

Some of the other fault threads that I found imply that the reason given in the log for the reboot ("Power Reset") may not be accurate, and might be a catchall.

  BugBear

[#6]

@bugbear 

It might well be a catch all. I know that the Smarthubs will ride out a brown out, I was surmising that there could be a fault, for example the smoothing capacitors that hold the 12V supply up during these instances might have failed or some other intermittent fault in the power supply could be the cause. The point I was trying to make is that it is unusual for router firmware to cause faults at random times. These are much more likely to be hardware issues.

[#7]

Just to add to my previous post, coincidentally I had several power cuts in the night and can confirm that the cause was reported as a 'Current boot was caused by a Power Reset'.

[#8]

I think for the moment, I'll just keep taking my time notes.

Sounds like it may-or-may-not be a PSU issue 🙂

  BugBear

[#9]

I've yet to spot a solid pattern in the reboots.

My only real observation is that it ONLY crashes when I'm using it to supply my Amazon Fire TV 4K stick, which happens to be the only device I have configured to use the 5 Ghz connection.

I estimate the crashes to be around 10 per week; strangely, it's quite common for crashes to occur in quite tight groups, say 3 within 2 hours, and for the router to then be fine for a couple of days.

So it's not just "crashes after some amount of data"

I very much LIKE the router, apart from this crashing issue. If I thought buying another one would fix this, I would.

  BugBear

[#10]

Just spent circa 90 minutes reading threads about people with BT Smart Hub 6's rebooting/restarting, mainly on the BT support forum.

In several cases BT had supplied 2 (or more) new replacement Smart Hubs, which didn't fix the issue.

What's most depressing is that I haven't found a single thread where the issue was resolved "properly".

The commonest fixes were to change ISP, and/or use a different model router.

It appears that some non-universal persistent circumstance, external to the router, causes them to crash.

And no one know what it is, or how to address the issue.

   BugBear