This topic

broadband continually dropping out

eric36 — Sun, 05 Nov 2023 10:15:04 GMT

For the last few months broadband has been cutting out multiple times every day meaning the hub has to be reset each time.

None of the following has solved the problem:

- numerous calls to BT;

- Hub was changed a few months ago;

- Switching to Full Fibre 500 (which BT retention team said would solve the problem);

- recently did a factory reset;

- BT engineer visit who conducted tests & said no problem inside but problem with line from BT exchange & would arrange for Openreach to sort it;

- Openreach haven't investigated the fault despite me making a reminder call to BT;

- Contradictory advice from BT about use of Wholehome hub (1. don't use it; 2. use it & keep it connected by lead to hub; 3. use it but don't connect it by lead to hub).

- Got text from BT saying minimum g'teed download speed being provided, so "we will close your fault" - totally ignoring the problem being broadband dropping out.

- Yet another call to BT. Despite the engineer who visited saying its a problem with the line from the exchange, the BT system would not permit an Openreach visit to be booked, so they suggested upgrading to BT Complete Wi-Fi (for an extra £15 a month) to ensure connectivity throughout the property - ignoring the fact that broadband is dropping out 6 feet away from the hub.

Re: broadband continually dropping out

ptrduffy — Sun, 05 Nov 2023 10:25:26 GMT

When you say "broadband has been dropping out" what do you mean exactly. Is the hub losing its broadband connection completely, or is the WiFi connection to your device dropping, or is WiFi speed slowing down?

A starting point would be what happens to the light on the hub when the problem happens. If it stays a solid blue, then the problem is not with your brodband connection and must lie elsewhere.

Re: broadband continually dropping out

imjolly — Sun, 05 Nov 2023 10:30:56 GMT

do the lights on the ONT remain green?

Re: broadband continually dropping out

eric36 — Sun, 05 Nov 2023 11:07:09 GMT

Hi ptrduffy,

The wifi connection cuts out until the hub is turned off & back on again, but the hub remains blue.

Re: broadband continually dropping out

eric36 — Sun, 05 Nov 2023 11:08:22 GMT

Hi imjolly,

Not sure - I'll take a look next time it happens

Re: broadband continually dropping out

imjolly — Sun, 05 Nov 2023 11:10:35 GMT

so it is nothing to do with internet connection but a wifi problem.

have you tried changing the wifi channels from auto/smart to a fixed channel using a wifi analyser app on mobile to find channels in use by neighbours and selecting a free or less congested channel for your connection

Re: broadband continually dropping out

licquorice — Sun, 05 Nov 2023 11:11:15 GMT

So the problem is WiFi dropping out, not Broadband dropping out.

Do Ethernet connected devices drop out?

Re: broadband continually dropping out

eric36 — Sun, 05 Nov 2023 11:13:48 GMT

I haven't checked that, will do so next time

Re: broadband continually dropping out

ptrduffy — Sun, 05 Nov 2023 11:14:47 GMT

The wifi connection cuts out until the hub is turned off & back on again, but the hub remains blue.

Which suggests there is nothing wrong with your broadband connection, meaning the problem is either with the hub itself, or your WiFi environment.

You say the hub has already been replaced, which makes that less likely - does the WiFi disconnection affect all devices at the same time? Can you try connecting a laptop to the hub with cable when the WiFi drops out just to validate that the laptop can still connect?

Re: broadband continually dropping out

eric36 — Sun, 05 Nov 2023 11:25:24 GMT

I'll give it a go, thanks, I'm not very tech savvy so will have to rely on google!

One other thing I'm on digital voice altho' don't use the landline much, but had repeated calls from a colleague the other day to the landline & the connection was awful - I could only hear about every fourth word they said & vice versa. Same happened about 4 times when they rang again a few times over the space of 2 or 3 minutes. That has never happened before on the landline, but isn't unusual on the mobile as the reception here is dire (even with wifi calling).

That does sort of suggest its a line problem maybe?

Re: broadband continually dropping out

eric36 — Sun, 05 Nov 2023 11:45:39 GMT

i'll try ethernet connection (my comment about not being tech savvy was about changing wifi channels!)

Re: broadband continually dropping out

eric36 — Sun, 05 Nov 2023 11:47:14 GMT

does the WiFi disconnection affect all devices at the same time? - sometimes things closer to the hub still get wifi, but others don't

Re: broadband continually dropping out

imjolly — Sun, 05 Nov 2023 12:25:20 GMT

if you go to hub manager 192.168.1.254 into browser address bar then enter admin password then got to advanced settings/wifi and you should be able to change 2.4/5ghz channels there and remember to save when you exit