This topic

Connection dropping every evening

Sarat — Tue, 07 Jul 2020 18:55:41 GMT

I have posted recently - I have had nothing but trouble with trying to change my package and am still on Halo 1 when apparently it was going to upgrade to Halo 2.

The main reason I am posting though is every single night the connection drops at around 6pm and stays that way until around 10pm. We have the latest hub and are now paying nearly £150 a month for our broadband / tv package - this simply isn’t good enough - we have to use our data on our phones and we can’t stream the expensive tv package we have.
Attached is one page of speed test, I have exported the data and can email that info - or I could if BT help wasn’t so difficult to access!

Re: Connection dropping every evening

pippincp — Tue, 07 Jul 2020 18:59:12 GMT

Can you post the connection stats from the hub.

HH5 Troubleshooting/helpdesk

HH6 (and smart hub) Advanced settings/technicl log/information.

Do a quiet line test 17070 option 2, best with corded phone.

Re: Connection dropping every evening

imjolly — Tue, 07 Jul 2020 19:07:18 GMT

In addition

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

Re: Connection dropping every evening

Sarat — Tue, 07 Jul 2020 19:25:46 GMT

Smart Hub 2 Manager

Technical log

InformationEvent log

This is a list of your BT Smart Hub settings and current statistics.

Product code:Smart Hub 2

Serial number:+091300+2011005386

Firmware version:v0.17.01.12301-BT

Firmware updated:Sat Jun 6 12:11:57 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:1 days,01 Hours45 Mins50 Secs

Data rate:1000 Mbps / 1000 Mbps

Upstream error control:Off

Downstream error control:Off

Data sent / received:870.2 MB Uploaded / 5.9 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-K3A5K6

2.4 GHz wireless channel:Smart (Channel1)

5 GHz wireless network name:BT-K3A5K6

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:CC:D4:2E:6A:29:F3

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

Re: Connection dropping every evening

pippincp — Tue, 07 Jul 2020 19:37:34 GMT

That looks like an FTTP connection.

Give the FTTP team a ring. 0800 587 4787

Re: Connection dropping every evening

Sarat — Tue, 07 Jul 2020 19:39:13 GMT

Re: Connection dropping every evening

Sarat — Tue, 07 Jul 2020 19:45:43 GMT

Re: Connection dropping every evening

Sarat — Tue, 07 Jul 2020 19:46:26 GMT

Sorry for poor images, I had to reduce them so this site would accept them.

Re: Connection dropping every evening

Sarat — Tue, 07 Jul 2020 20:09:48 GMT

Have just spent 20 minutes on the phone to BT who can’t find any fault, suggested it could be electrical interference and suggested completely unplugging everything and setting it up again, which I can try but as I have just put a new hub in I have done that recently.

Re: Connection dropping every evening

imjolly — Tue, 07 Jul 2020 20:18:21 GMT

If new hub did you turn off smart setup

Re: Connection dropping every evening

Sarat — Tue, 07 Jul 2020 20:33:09 GMT

Smart set up was showing as on in the hub admin portal - I’ve switched it to off now - would that be causing it?

Re: Connection dropping every evening

Sarat — Thu, 09 Jul 2020 18:16:05 GMT

I have done everything BT have said. Unplugged it all, plugged it all back in one by one, hub reset to default, smart set up turned off. Makes no difference, broadband has still been dropping off since 6pm. There are no electrical devices which come on in the evening on a timer - they said it may be electrical interference. They said there’s nothing they can do as the line tests fine - it would as when they test it it’s usually fine! Sounds like the expect us to suck it up, despite paying well in excess of &100 a month for the BB/TV. 😡

Any more suggestions?