This topic

SH2 WiFi unreliable

Yderi — Fri, 26 Feb 2021 10:39:55 GMT

This is a long-standing prob,em. Both Open Reach and BT tell me that I receive 17Mbs "to the router". When all is well we receive approx 13-14 Mbs on our WiFi enabled devices. That is acceptable, given that we are in a rural area and on copper.

but....

The WiFi regularly drops to between 0.5 and 4Mbs. When that happens I switch to my aPlus et hotspot and get decent service, so it's not my equipment.

so far BT have done this in the last two years

- replaced my router 5 times, from HH4 up to SH2 (no difference

- replaced my main incoming box

- Replaced the incoming copper from the post

- engineers visited 4 times

- nothing has changed in the nouse layout for years, and we used to get totally reliable WiFi at all times.

its incredibly frustrating, and there is nobody in BT 151 with the knowledge or the will to sort it out.

Any advice /suggestions welcomed

Re: SH2 WiFi unreliable

imjolly — Fri, 26 Feb 2021 11:52:58 GMT

@Yderi

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 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 .

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

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

Re: SH2 WiFi unreliable

Yderi — Fri, 26 Feb 2021 16:07:28 GMT

Many thanks for those positive suggestions.

1. quiet line test was silent

2 router check attached

3 broadband checker also attached

Re: SH2 WiFi unreliable

Yderi — Fri, 26 Feb 2021 16:11:47 GMT

Re: SH2 WiFi unreliable

Yderi — Fri, 26 Feb 2021 16:38:59 GMT

I may have posted this twice

I removed this as it contained my phone number. I have edited it out and reposted. Can't find a way to delete a post

Re: SH2 WiFi unreliable

Yderi — Fri, 26 Feb 2021 16:21:35 GMT

Missing image url linkhttps://web.tresorit.com/l/2N4Dg#tzs2ENv7gIqOaiXRckWI4A

Re: SH2 WiFi unreliable

imjolly — Fri, 26 Feb 2021 16:38:50 GMT

@Yderi

Having problems viewing your links. Can you post information on your thread using camera icon. It make helping easier as saves jumping between different web pages

Re: SH2 WiFi unreliable

Yderi — Fri, 26 Feb 2021 16:41:18 GMT

Re: SH2 WiFi unreliable

Les-Gibson — Fri, 26 Feb 2021 17:48:46 GMT

Regarding the screenshot in message 4, turn off Smart Setup, What is Smart Setup on the BT Hub? How can I turn it on and off? | BT Help

Re: SH2 WiFi unreliable

Yderi — Fri, 26 Feb 2021 21:53:13 GMT

Will try and see if that makes a difference. Thanks for the help

Re: SH2 WiFi unreliable

Yderi — Sat, 27 Feb 2021 12:35:50 GMT

Initially I thought it had solved the problem, but it was only one times when I get good WiFi. This morning I ran the btwholesale test and if did not even load, and when it eventually did it showed this

which is not acceptable. Any other ideas? I also tried my iPhone hotspot and got 25mbs a few seconds later.

Re: SH2 WiFi unreliable

Les-Gibson — Sat, 27 Feb 2021 13:22:11 GMT

Retest your speed again and immediately redo the quiet line test (dial 17070 option 2) if it's still low.

What else can you tell us, for example are you on an overhead or underground feed, does wind or rain make it worse and anything else you think may be worth mentioning

Re: SH2 WiFi unreliable

Yderi — Sat, 27 Feb 2021 18:49:39 GMT

The nature of this problem is that it's 50:50 with good speeds half the time. No pattern, no changes down to wind, sun, rain etc. I will do as you suggest next time it's poor.

Re: SH2 WiFi unreliable

Yderi — Sat, 27 Feb 2021 21:19:15 GMT

Had to wait for some signal.

went down again, ran the wholesale test and it pinged at 2150, with 0 Mbs upload and download.

Did the quiet line test and it was quiet.

Now, the test shows (see image) very frustrating

Re: SH2 WiFi unreliable

Les-Gibson — Sat, 27 Feb 2021 23:47:20 GMT

Call it clutching at straws if you wish but, you mention that the drop-wire, phone socket and router have all been changed but you don't say if you're using an external filter or a filtered socket or whether the RJ11 lead from the phone socket to the router was changed.

What type of socket are you using (see link) and did you use a new RJ11 lead?

https://btbusiness.custhelp.com/app/answers/detail/a_id/15770/~/how-do-i-identify-what-type-of-socket-i-have%3F

Re: SH2 WiFi unreliable

Yderi — Sun, 28 Feb 2021 08:17:37 GMT

Clutch away at straws please. New socket is single hole, so no filters required. All cables renewed/replaced.

To give you an idea of the variance I used a speed tester which keeps the history. Ignore the high reading 4th from bottom - that's my iPad hot spot!

Re: SH2 WiFi unreliable

imjolly — Sun, 28 Feb 2021 09:02:28 GMT

can you clarify which master your have

Re: SH2 WiFi unreliable

Yderi — Sun, 28 Feb 2021 09:54:52 GMT

Very sorry. I was trying to correct my last post and lost all signal and my phone was flat. We have type 7 with the two sockets, ot one as I mistakenly posted. I've now changed the cable from the socket to the router again with another new one. Still booting up while I'm typeing this using my hotspot

Re: SH2 WiFi unreliable

Yderi — Sun, 28 Feb 2021 10:08:46 GMT

Router now flashing purple, not blue

Re: SH2 WiFi unreliable

Yderi — Sun, 28 Feb 2021 10:12:12 GMT

Oops, connection of cable not secure. It's difficult with only one arm. Sorry