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Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sat, 13 Mar 2021 13:57:16 GMT

Hello, I recently got FTTP BT broadband and have been struggling to maintain a connection to my laptop ever since. On the Network & Sharing Centre, I can see that both the ethernet and wifi connection to the router drop every 15-20 seconds, remain disconnected for a few seconds, and then reconnect. Sometimes they both disconnect at the same time, and sometimes only 1 or the other is disconnected at a time. I have tried using only ethernet, and using only wifi, but the problem remains. I have changed all my cables, installed a new Smart Hub 2, and had customer service take a look but they have no answer. In the Hub's error log I can see the laptop continually disconnecting and reconnecting. I don't seem to have any trouble on any other connected devices, and the laptop previously connected perfectly well to the old router with the previous provider.I have tried updating and reinstalling the setting and drivers on the laptop, and disabled power management of network devices.

Can anyone help fix this please, I am at my wit's end.....

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

gg30340 — Sat, 13 Mar 2021 14:09:04 GMT

If you have not already done it make sure you turn off "smart setup" on the BT hub.

See link how to do that.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/what-is-smart-setup-on-the-bt-hub%3F-how-can-i-turn-it-on-and-off%3F

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sat, 13 Mar 2021 15:36:59 GMT

Thanks very much for the suggestion, Smart Setup is already off

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Ribblelancs — Sat, 13 Mar 2021 16:47:02 GMT

Have you fixed your wi-Fi channels in the hub settings!

e.g. 2.4 GHz ch 5, 5 GHz ch 36.

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sat, 13 Mar 2021 17:39:41 GMT

The disconnects also happen over ethernet, so not sure if wifi channels would make a difference?

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Les-Gibson — Sat, 13 Mar 2021 18:14:55 GMT

If it's happening on both Wi-Fi and ethernet then check that the cable between the hub and ONT is connected properly and that the fibre is fully pushed home in the ONT

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sat, 13 Mar 2021 18:18:40 GMT

Thanks, all the cables have been checked and even replaced just in case, the actual internet connection seems fine on all the other devices, so it's just the connection between the laptop and the hub that's at fault.

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Ribblelancs — Sat, 13 Mar 2021 18:24:07 GMT

You could try concentrating on the wi-Fi aspect first.

Remove any Ethernet connections, and then try wi-Fi connections, e.g. your HP pc. There are Network Settings in Windows 10, which you have been through, presumably. Once you have stabilised Wi-Fi, then proceed to Ethernet.

Try fixing your wi-Fi channels from within the hub manager.

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sat, 13 Mar 2021 18:28:57 GMT

Sorry what do you mean, try to stabilise wi-fi?

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Les-Gibson — Sat, 13 Mar 2021 18:56:10 GMT

I suspect your laptop is still looking for your old router which presumably had a different Gateway address.

Try the following.

From Settings, click Network & Internet

Scroll down to the bottom of the Status page and click Network Reset

OR,

Click on Network Troubleshooter just above the reset link

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sat, 13 Mar 2021 20:09:16 GMT

Thanks, I have tried this and it hasn't resolved the problem

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Ribblelancs — Sun, 14 Mar 2021 08:46:06 GMT

You may get some information of activity from Windows Device Manager. (Type "Device Manager" in bottom search panel).
You will see details of CPU usage, Disc, Memory and wi-fi. It also lists the running processes.

This may give you more clues.

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sun, 14 Mar 2021 11:43:45 GMT

Do you mean the task manager? I've looked into that and the device manager and haven't found any clues, starting to lose the will to live...

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Les-Gibson — Sun, 14 Mar 2021 11:52:45 GMT

Hold the Win Key down whilst pressing R.

Type cmd into the Run box which opens.

Type ipconfig /all (note the space, it won't wok without it) into the Command Prompt window

What does it report for IP address, DNS server & Gateway

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Ribblelancs — Sun, 14 Mar 2021 15:25:30 GMT

Seems that you know all the answers. Can’t help you any more.

Do you still hold a warranty/service contract?

Your suppliers told you that it’s too old!

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

gg30340 — Sun, 14 Mar 2021 16:32:53 GMT

What make and model of laptop are you using?

When you say you have updated drivers, did you go onto the laptop and network card manufacture's websites to check for the latest drivers rather than using Windows update?

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sun, 14 Mar 2021 17:59:35 GMT

Ribblelancs I certainly don't have all the answers but I have already tried what you suggested, thanks for the advice.

gg30340 It's a HP Pavilion13-s052sa, and no I couldn't find any drivers other than the ones through windows update, which claims the drivers are up to date.

Les-Gibson thanks, screenshot attached

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

gg30340 — Sun, 14 Mar 2021 19:02:36 GMT

The HP website has drivers for your network card

HP Pavilion x360 - 13-s052sa (ENERGY STAR) Software and Driver Downloads | HP® Customer Support

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Les-Gibson — Sun, 14 Mar 2021 19:04:35 GMT

There's nothing wrong with that, your ethernet connection to the hub is good

Could you unplug the ethernet cable and do the same test again with a Wi-Fi connection

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Gallfish — Sun, 14 Mar 2021 19:10:22 GMT

Just checked that link and it seems I already have the most recent driver.

I've just noticed on my screenshot that the wi-fi was disconnected when I took the screenshot - this must have been one of the disconnects as I was using both ethernet and wi-fi at the time. I've attached another screenshot with the ethernet unplugged.