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Internet keeps dropping?

vickolous — Fri, 18 Jun 2021 15:49:13 GMT

I am unsure what is happening, but for some reason today my internet has been playing up. I have the BT smart hub 2 along side a BT disc. The disc I keep in my room plugged into the ethernet port on my pc. And for the couple months I've had it, it has been fine. However for whatever reason today I have just been getting problems where the disc starts flashing and therefore it disengages the ethernet and I get reverted to the Wi-Fi, but the internet pretty much stops working, it can be anywhere from 30 seconds to 2 minutes where the internet is down for, before the Wi-Fi fixes itself and the disc stops flashing blue and works as normal. I have tried turning the BT hub on and off, I have tried plugging the ethernet port into another slot on the hub, I have even completely reset and factory reset the disc before completing the usual start up procedure yet I keep having these issues. I rushed downstairs to check on the hub and there was no flashing lights, it was fine. I am unsure of the issue but it is most likely with my disc.

Update: I have tried using the Wi-Fi alone without the disc and the same issue happens, the internet randomly goes down for about 30 seconds or so then continues fine, so it isn't specifically my disc

Re: Internet keeps dropping?

imjolly — Fri, 18 Jun 2021 15:51:49 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

If your hub is not changing from blue then suggests internet is still connected and problem is between the hub and disc

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: Internet keeps dropping?

vickolous — Fri, 18 Jun 2021 15:59:30 GMT

But I tried for a while without the disc, just using the Wi-Fi and I had the exact same issue come up

Re: Internet keeps dropping?

imjolly — Fri, 18 Jun 2021 16:45:59 GMT

Can you please post information requested