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Internet hangs, WiFi stable

user85uk — Tue, 08 Dec 2020 20:32:12 GMT

Hi All,

Hope you're all well.

My Smart Hub router is causing a WiFi issue where the Internet hangs and stops working, even though the WiFi signal strength is on full bars.. I have to turn WiFi off and on again for the Internet to work.

Happens on multiple devices / phones.

I would be grateful if someone knows why this issue occurs. Tried changing channels, rebooting router, still hasn't fixed it.

Re: Internet hangs, WiFi stable

Keith_Beddoe — Tue, 08 Dec 2020 21:18:04 GMT

@user85uk

Try a factory reset of the home hub.

http://bt.custhelp.com/app/answers/detail/a_id/11386/%7E/how-do-i-reset-my-bt-hub-to-its-factory-settings%3F

Then turn off smart setup.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

Re: Internet hangs, WiFi stable

user85uk — Tue, 08 Dec 2020 21:22:19 GMT

I am grateful for your response @Keith_Beddoe .

BT sent me a new Smart Hub so that's probably better than a factory reset and smart setup is already turned off.

Any other ideas?

Re: Internet hangs, WiFi stable

imjolly — Tue, 08 Dec 2020 22:03:35 GMT

Did you try changing wireless mode in hub from default 1 to either 2 or 3?

Re: Internet hangs, WiFi stable

user85uk — Tue, 08 Dec 2020 23:08:37 GMT

@imjolly that's literally the last thing I have tried. Takes a couple of days to see if the problem reoccurs. I'm hoping not.

What is the mode setting and why would it affect the issue I'm having?

Re: Internet hangs, WiFi stable

user85uk — Wed, 09 Dec 2020 10:47:10 GMT

@imjolly same issue again this morning after changing mode from 1 to 2.

Would you have any other suggestions? Even BT engineers don't seem to know the issue.

Thanks in advance