This topic

Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 13:10:27 GMT

So I’ve been having a nightmare with BT.

My Home Hub 3 was hacked, somehow, by someone in Ghana. So I unplugged it. I’d been given a Smart Hub 2 last year, when my contract was renewed. I didn’t use it, as I wasn’t that impressed with the size and build, and more than satisfied with the Home Hub 3 which was working reasonably okay (over 7 years I’ve had it), till it was hacked. And even if it had been useable still, I disconnected it and plugged the new Smart Hub 2 in.

I have a ASDL/Copper connection. I’m 5 miles from the BT Cabinet because I live in the middle of nowhere.
When I first plugged in the Smart Hub 2 around the end of August, beginning of September it was working fine, perfectly. At about 1.7 mbps. And then I switched over from Halo, to the new Home Essentials contract because I’m not rich. And on disability.
It was all okay, until the weekend of the 24th September, when my internet just started to play up, continually disconnect. Nothing has changed in my life, no new gadgets. Etc. It dropped 1000 times over 4 days. On that weekend. Which is just ridiculous.
l’ve had two engineers out. Had a new Smart Hub (Home Hub 6) sent out, packed up the Smart Hub 2 to send back. Still it’s just going from one speed to another… From the highest ever today at 2.06 mbps to 0.94 mbps.
When on my Home Hub 3 it was always around the 1.40-1.60 mbps range.
Am I seriously going to have to buy a second hand Home Hub 3, or is there something the engineers are not picking up, because I’ve not changed a thing, and I’ve been using my iPad mini 4 happily with my Home Hub 3 since last May when I got a new iPad.
I changed the router to just use the one wifi channel to 2.4 GHz, like my Home Hub 3. But it’s still not working correctly, the swing is too great between speeds. I want my stable old internet back.

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

imjolly — Sun, 10 Oct 2021 14:02:14 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 hub enter 192.168.1.254 in your browser and 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

have you turned of smart setup

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-

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

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 14:29:58 GMT

Smart Set up was off, I turned it on just now.

I’ve tried the Quiet line, as far as I know there’s no interference, just a continuous whine a bit on the line. But no crackling or ticking unless my iPad was next to it.

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

imjolly — Sun, 10 Oct 2021 14:37:08 GMT

smart setup is best set to off

any noise on quiet line test is a problem - it should be totally silent with corded phone. if you have not tried it from test socket then I would try that to ensure nothing in your internal wiring causing problem before reporting phone fault to 151

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 14:44:32 GMT

But I’m not an engineer, I don’t know what I’m meant to be hearing or not. I’ve had two engineers out already. They said there’s nothing wrong with the line. I’ve been given a new Master socket, ASDL filter and a new Lan Wire, and a Smart Hub, all in the space of two weeks.
I’m not sure what I’m meant to be hearing or not hearing?

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 14:58:28 GMT

I’ve been told by the Engineer that about 2.20 mbps comes into my house from outside of course there is some loss between the socket, the router and my iPad. But shouldn’t be dropping to 0.9, or 0.3 when usually I got a steady 1.4-1.5 for years.

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

imjolly — Sun, 10 Oct 2021 15:11:21 GMT

some of the information I requested would help forum member help you

any speed tests should be done using ethernet connection as checking download speeds over wifi fluctuate as you can see . There is no speed guarantee over wifi

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 15:11:40 GMT

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 15:28:51 GMT

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 15:36:29 GMT

Whether wifi speed checker or not. (I don’t have an Ethernet cable). These are the consistent speeds I was getting all last year on my Home Hub 3, to the beginning of this. Some dropout here or there, but not consistent like I’ve had in the past week or two.

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

imjolly — Sun, 10 Oct 2021 15:37:03 GMT

@Hevski77

sorry but these are the logs it is the logs/information page which shows the detailed information about your connection

from dslchecker results it is showing your connection speed on 3/10/21 was only 0.8mb

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 15:38:16 GMT

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 15:59:32 GMT

Yes the 3/10/2021 was actually when an engineer was meant to come out. But the issue was supposed to have been rectified, but it hadn’t been. It wasn’t rectified at all. No engineer came. They cancelled it because I said the fault had been fixed, when I hadn’t said that, and when it hadn’t AT ALL. Apparently BT does these stupid automated things, just to get peoples cases closed, even when the issues aren’t fixed… My issues with connectivity happened around the weekend of the 24th September, even before that. My internet dropped out 1000 times over 4 days, over that weekend.

Then it went off completely between the 3rd and 5th, totally disconnected, wouldn’t reboot, or come back. Another engineer was meant to come out on the 5th and again cancelled and then finally a engineer came on the 7th, checked the line for ages. And then it even dropped out when he was in my home, and then it just went off again completely, like before, that night. And they automatically sent out a Smart Hub (Home Hub 6). (I’d wanted a Home Hub 5 but apparently you don’t have them anymore).
It’s so confusing replying to you here, not everyone is technically minded. Or know you want them to show you.

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

imjolly — Sun, 10 Oct 2021 15:51:09 GMT

can you post the hub stats - what you posted was the logs but stats are found under advanced settings/technical log/information

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Sun, 10 Oct 2021 16:00:40 GMT

Product name:

BT Hub 6A

Serial number:

+084316+NQ80584488

Firmware version:

SG4B1000E020

Firmware updated:

09-Oct-2021

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 6 Minutes 55 Seconds

Data rate:

448 kbps / 1.54 Mbps

Maximum data rate:

836 / 1444

Noise margin:

12 dB / 4.7 dB

Line attenuation:

63.5 dB

Signal attenuation:

31.5 dB / 63.5 dB

VPI / VCI:

0/38

Modulation:

G_992_1_ANNEX_A

Latency type:

Fast Path

Data sent / received:

2 MB Uploaded / 3 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

imjolly — Sun, 10 Oct 2021 16:39:58 GMT

thanks for the stats

it shows you have a HH6 not a SH2 which is probably better for your adsl connection. you currently are connected at 1.54mb. your connection time is only 6min was that hub dropping connection of manual reset?

as you are using wifi it may help if you split the 2.4/5ghz networks

have you split the networks

https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/i-want-to-improve-my-wi-fi/how-do-i-split-my-bt-hub-s-ssid--wireless-network-name--

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Mon, 11 Oct 2021 13:44:55 GMT

Yes I’ve done all that, it’s on 2.4/5 Ghz and it’s still not working as it should. It’s still dropping out too much. I don’t know why as I haven’t done a thing at my end. To cause this.
They say there’s nothing wrong with my line, nobody has gone up any poles (when I think that’s where an issue might be).
Yes I have a HH6 NOW, after the SH2 didn’t work……… and even that’s not working so I need to get a second hand Home Hub 3…….

And no I’ve not manually reset anything. It just keeps dropping out. It drops from 1.5-2.0 down to 0.5-0.9 and I usually haven’t touched a thing.

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Keith_Beddoe — Mon, 11 Oct 2021 14:07:55 GMT

@Hevski77

See if you can get a second hand HH4, as that is better than the HH3. They are both optimised for ADSL use, and are not affected by out-of-band noise which the later hubs are. All the later hubs are wideband, as they have to deal with VDSL as well. This makes them more likely to drop out on a long ADSL line which will have wideband noise on it.

When I refer to noise, I am referring to radio frequency noise, not audible noise.

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Mon, 11 Oct 2021 14:44:03 GMT

Ignore this bit. Lol.

Re: Signal Dropping out all the time, for the past 2 Weeks. Never happened on my Home Hub 3

Hevski77 — Mon, 11 Oct 2021 14:43:14 GMT

Thanks. I asked around and people already said get a second hand HH3, or even a HH5. But if you think a HH4 would be okay too…
(Someone was meant to have Brand new HH3s, and was going to get back to me, but hasn’t got back to me, he works in the telecom industry).
What causes out-of-band noise, do you think like traffic going by could affect it. There’s nothing electrical near it.
Also, I don’t think I’ve got dodgy electricity, like say a fluctuating voltage, (I’m not an electrician so I don’t know what I’m talking about), could that cause a router to disconnect. I don’t think it’s that. What you said seems more like the issue.