This topic

Bt Broadband Router restarting at least 3 times a day.

awake84 — Tue, 16 Feb 2021 19:46:20 GMT

Hi all.

Not sure if this problem has been raised already by other people. I have checked but it is difficult to find the same situation.

It has been a couple of weeks the router keeps resetting/dropping with green light showing up while streaming or working from home. Also the speed has been quite unstable.

I have done a factory reset and that seemed to have resolved the issue, getting a peak of 18,7 mbps which is good. But then yesterday still the same problem of the router dropping. It occurs mostly in the evening.

Is there anything else I can do from my end?

Thank you in advance.

Graziano

Re: Bt Broadband Router restarting at least 3 times a day.

Keith_Beddoe — Tue, 16 Feb 2021 19:50:04 GMT

@awake84

Which BT Home Hub are you using?

Re: Bt Broadband Router restarting at least 3 times a day.

imjolly — Tue, 16 Feb 2021 19:58:48 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Tue, 16 Feb 2021 20:02:53 GMT

I have a BT Smart hub

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Tue, 16 Feb 2021 20:12:33 GMT

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Tue, 16 Feb 2021 20:18:38 GMT

Re: Bt Broadband Router restarting at least 3 times a day.

imjolly — Tue, 16 Feb 2021 20:52:00 GMT

What about quiet line test.

which master do you have

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Tue, 16 Feb 2021 20:56:23 GMT

i haven t got the landline to test . I use n.4 with a filter to plug the router

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Tue, 23 Feb 2021 09:32:12 GMT

Any further advice? My router dropped again yesterday, twice. Do I need to change router??

Re: Bt Broadband Router restarting at least 3 times a day.

Devon_Dave — Wed, 24 Feb 2021 04:49:31 GMT

It could be a noisy phone line causing the drops but cannot be proved without trying a phone in the test point. Can you not beg, steal or borrow one?

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Wed, 24 Feb 2021 10:12:07 GMT

I'll buy a cheap one today and test it!

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Thu, 25 Feb 2021 12:34:28 GMT

Hello. I have done the quiet line test on the master socket ( it s the n.2 style actually) and i can hear like playing an old vinyl. So it s not silent. The router is connected on a n.4 style socket through a filter. Hope you can give some advice . Thank you

Re: Bt Broadband Router restarting at least 3 times a day.

imjolly — Thu, 25 Feb 2021 13:00:45 GMT

If you can hear noise on quiet line test which should be silent the need to report phone fault to 151

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Fri, 26 Feb 2021 14:16:26 GMT

Hi. I have reported the fault and I will be contacted by an engineer. After some tests they have done it looks like they have reduced the broadband. Data rate is 6.65 mbps compared to 22 mbps I used to have an hour ago!

Re: Bt Broadband Router restarting at least 3 times a day.

DavidM — Mon, 01 Mar 2021 16:25:05 GMT

Hi @awake84 and thanks for posting.

Has the engineer been yet? If so have you noticed any improvement?

Cheers

David

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Wed, 03 Mar 2021 00:02:20 GMT

The engineer has only called me and said to test the router on the master socket for a few days but I still have trouble . I am not sure if i have to call him back or he is going to call me.

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Thu, 11 Mar 2021 09:45:20 GMT

Hi, just a quick update. The engineer came and found no issues with my line. So I will have a new router delivered today. Apparently the same model I currently have. Hopefully that would fix the issue.

Re: Bt Broadband Router restarting at least 3 times a day.

RobbieMac — Thu, 11 Mar 2021 09:50:45 GMT

@awake84 wrote:

Hi, just a quick update. The engineer came and found no issues with my line. So I will have a new router delivered today. Apparently the same model I currently have. Hopefully that would fix the issue.

Thanks for the update @awake84

Keep us posted on how your broadband is performing when you have the replacement Hub connected.

Cheers,

Robbie

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Thu, 11 Mar 2021 14:53:55 GMT

Hello, I just had the new router delivered. Data Rate is still low,according to the Technical Log. (max speed is around 7mbps) . So I can't say if this can fix the dropping until speed is higher. Is it due to the fault currently open?

Re: Bt Broadband Router restarting at least 3 times a day.

awake84 — Thu, 18 Mar 2021 08:13:13 GMT

Hi there. I have been told by BT my speed has been capped. The situation is still the same after a week and after a couple of calls, I still haven't had a phone call from the engineer..