This topic

Internet seems to lose connection 2 or 3 times a day

meekamunz — Mon, 02 Nov 2020 09:39:05 GMT

Hi,

My computers and devices seems to lose internet connection 2 or 3 times a day, but the Smart Hub never shows a period where it has lost connection or has rebooted. This is the case for wired and wireless devices. Are there more detailed logs I can see to determine what the issue is?

Re: Internet seems to lose connection 2 or 3 times a day

imjolly — Mon, 02 Nov 2020 10:00:22 GMT

if your hub still maintains internet connection - light remains blue - and both ethernet and wireless devices drop connection then have you tried a factory reset of the hub by pressing the recessed button on back and holding 20/30 secs until lights flash

when hub reboots remember to turn off smart setup

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Mon, 02 Nov 2020 12:32:14 GMT

Yeah, I've tried a factory reset.

Re: Internet seems to lose connection 2 or 3 times a day

imjolly — Mon, 02 Nov 2020 13:07:38 GMT

did you also turn off smart setup?

which hub version do you have?

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Tue, 03 Nov 2020 11:44:03 GMT

Smart Setup turned off

BT Hub 6A

Board version:

1.0

Gui version:

1.115.0

Boot loader:

9.2.0

Re: Internet seems to lose connection 2 or 3 times a day

imjolly — Tue, 03 Nov 2020 11:47:40 GMT

can you post hub stats advanced settings then technical log information

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Tue, 03 Nov 2020 11:55:58 GMT

Product name:
BT Hub 6A

Serial number:
+084318+NQ74738940

Firmware version:
SG4B1000E020

Firmware updated:
26-Mar-2020

Board version:
1.0

Gui version:
1.115.0

WAN:
PPP Connected

Data sent / received:
262 GB Uploaded / 1 TB Downloaded

Broadband username:
bthomehub@btbroadband.com

BT Wi-fi:
Active

2.4 GHz wireless network name:
BTHub6-PTW7

2.4 GHz wireless channel:
Smart (Channel 1)

5 GHz wireless network name:
BTHub6-PTW7-5

5 GHz wireless channel:
Smart (Channel 36)

Wireless security:
WPA2 (Recommended)

Wireless mode:
Mode 1

Firewall:
On

MAC address:
D8:D7:75:AB:EC:EB

Software variant:
-

Boot loader:
9.2.0

Re: Internet seems to lose connection 2 or 3 times a day

pippincp — Tue, 03 Nov 2020 12:02:21 GMT

That's not your hub stats. Go to Advanced settings/technical log/information.

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Tue, 03 Nov 2020 12:04:22 GMT

Re: Internet seems to lose connection 2 or 3 times a day

imjolly — Tue, 03 Nov 2020 12:10:36 GMT

that's right place just missing the rest of information

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Tue, 03 Nov 2020 12:11:34 GMT

That's all the information on the screen in my post before the image

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Tue, 03 Nov 2020 16:22:13 GMT

Is there anything further you need?

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Wed, 04 Nov 2020 15:58:05 GMT

I posted the requested information, is there any further update?

Re: Internet seems to lose connection 2 or 3 times a day

imjolly — Wed, 04 Nov 2020 16:15:11 GMT

Your previous posts do not include all the information which is available when you go to advanced settings then technical log then information. The information in addition to that which you posted should include connection speed, attainable speed noise margin etc

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Wed, 04 Nov 2020 16:22:35 GMT

here is a screen shot from the page you asked for:

This is the entire page

Re: Internet seems to lose connection 2 or 3 times a day

pippincp — Wed, 04 Nov 2020 16:42:01 GMT

Is you hub connected directly to the master socket?

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Wed, 04 Nov 2020 16:57:21 GMT

I'm not really sure how to answer that, as it is FTTP and doesn't use the traditional telephone master socket. I have a fibre box inside my front door that take the fibre (actually proper fibre with what looks like an SC connector) and turns that into a copper signal into the Smart Hub.

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Wed, 04 Nov 2020 16:58:27 GMT

And here could be the problem - have I posted this to the wrong forum, ie this isn't a "BT Fibre Broadband" issue

Re: Internet seems to lose connection 2 or 3 times a day

pippincp — Wed, 04 Nov 2020 19:13:01 GMT

It would've helped if you'd told us it was FTTP.

What happens with the lights on the ONT when you have the drops?

Re: Internet seems to lose connection 2 or 3 times a day

meekamunz — Wed, 04 Nov 2020 19:20:26 GMT

My bad, should have said! Ah well no harm done.

Nothing different happens to the lights during the drops, but to be honest the first thing I do is make sure I've not lost connection to the hub, then I load the admin web page for the hub. This takes a long time during this period, so I assume there is either an unreported local network outage or some kind of congestion on my local network. In any case, by the time of have got out of my chair and walked to the ONT the issue would most likely have resolved itself - it's that quick, about a minute or so. The issue for me is that it will kick me out of zoom meetings at work