This topic

Internet dropping intermittently

Willubby — Sun, 31 Jan 2021 21:41:17 GMT

Hi Everyone

Would value some help on how to approach this problem.
I have BT Fibre with a BT Smart Hub and a set of BT Whole Home discs.

The problem we are having is that the internet drops for 2-5 minutes a few times each day. No clear pattern. Phone signal OK - no noise nor any noise on phoneline noise test. Test on BT website indicates all is well.
We cannot see a pattern to the internet dropping. The blue light on Smart Hub and discs remain steady when the internet is dropped. The internet drops for both wifi connected and computer directly connected to router (so presume not an issue with Whole Home discs). It comes back on spontaneously within 5 minutes.

Here is our availability checker log:

Any thoughts on where the problem might lie would be gratefully received as working from home / Zoom calls with this is becoming tricky.

Many thanks, Tom

Re: Internet dropping intermittently

imjolly — Sun, 31 Jan 2021 21:50:47 GMT

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 .

if your hub light remains blue that suggests that hub is not dropping Internet connection

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

Re: Internet dropping intermittently

Willubby — Sun, 31 Jan 2021 23:20:23 GMT

Re: Internet dropping intermittently

pippincp — Sun, 31 Jan 2021 23:13:49 GMT

That is not what was requested. Advances settings/technical log/information is what is required.

Re: Internet dropping intermittently

Willubby — Sun, 31 Jan 2021 23:28:55 GMT

Apologies - I now see what what requested:

Serial number:+088047+1825005760

Firmware version:v0.11.01.10191-BT

Firmware updated:Thu Dec 17 07:46:09 2020

Board version:01

DSL uptime:2 days,01 Hours51 Mins56 Secs

Data rate:19.999 Mbps / 59.984 Mbps

Maximum data rate:21.423 Mbps / 59.201 Mbps

Noise margin:5.9 / 5.6

Line attenuation:14.7 / 13.5

Signal attenuation:14.4 / 13.5

Data sent / received:3.0 GB / 46.8 GB

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BTHub6-7FRT

2.4 GHz wireless channel:Automatic (Smart Wireless)

5 GHz wireless network name:BTHub6-7FRT

5 GHz wireless channel:Automatic (Smart Wireless)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:BC:30:D9:9D:DF:32

Software variant:-

Boot loader:0.1.6-BT (Fri Sep 9 10:05:09 2016)