This topic

Intermittent broadband drop out

mattj84 — Tue, 22 Sep 2020 22:32:24 GMT

My internet drops out every five minutes or so for around a minute. During this time, I cannot load webpages. etc

The drop outs are becoming more frequent.

This occurs on any device that I use. It also affects any streaming on the Bt Box which is on a wired connection so not sure its the wi-fi

My internet has a decent speed for ADSL. About 13mbps.

I have a number of devices connected but only one or two running at the same time. General day to day use of phones etc.

The blue light on Home Hub remains on even during the drop outs

Phone line is fine. No interference

Any suggestions?

Many thanks

Re: Intermittent broadband drop out

imjolly — Wed, 23 Sep 2020 07:41:31 GMT

if hub light remains blue suggesting still connected to internet can you post hub stats if hh5 then troubleshooting helpdesk and if hh6 then advanced settings then technical log information

after posting stats then try a factory reset of hub but pressing recessed button on back and holding 20/30 secs until light flash remember to turn off smart setup when hub reboots

Re: Intermittent broadband drop out

mattj84 — Fri, 25 Sep 2020 12:51:59 GMT

Thanks,

Stats as follows:

Product name:
BT Hub 6A

Serial number:
+084319+NQ92744926

Firmware version:
SG4B1000E020

Firmware updated:
27-Mar-2020

Board version:
1.0

Gui version:
1.115.0

DSL uptime:
4 Days, 22 Hours 27 Minutes 43 Seconds

Data rate:
1.15 Mbps / 16.14 Mbps

Maximum data rate:
1144 / 17560

Noise margin:
5.4 dB / 3.3 dB

Line attenuation:
27 dB

Signal attenuation:
15.9 dB / 27 dB

VPI / VCI:
0/38

Modulation:
G_992_5_ANNEX_A

Latency type:
Fast Path

Data sent / received:
27 GB Uploaded / 27 GB Downloaded

Broadband username:
bthomehub@btbroadband.com

BT Wi-fi:
Active

2.4 GHz wireless network name:
BTHub6-TJ7W

2.4 GHz wireless channel:
Smart (Channel 11)

5 GHz wireless network name:
BTHub6-TJ7W

5 GHz wireless channel:
Smart (Channel 36)

Wireless security:
WPA2 (Recommended)

Wireless mode:
Mode 1

Firewall:
On

MAC address:
D0:57:94:C8:FB:05

Software variant:
-

Boot loader:
0.48.8-sec

Re: Intermittent broadband drop out

imjolly — Fri, 25 Sep 2020 13:21:53 GMT

stats show 4+ days stable connection and a good speed for adsl

I would try splitting the wireless networks and also selecting the channels manually rather than auto I would get a wifi analyser for my phone, see what networks are near me and channels in use and then select free or least congested channel

have you turned of smart setup

Turn Off smart setup

have you split the networks

Split the networks

Re: Intermittent broadband drop out

mattj84 — Wed, 30 Sep 2020 22:14:34 GMT

Thanks for help so far.

No discernible change when changing/splitting channels.

No other networks on same channel. Used wifi analyzer

Disconnected Chromecast - no difference

The router located in centre of house. No difference in connection depending on where sat. When connection is good, it works fine all over.

Any further suggestions?