This topic

Internet connection breaking

janetelfer — Tue, 18 Jun 2024 13:50:27 GMT

For the last week or so I've noticed breaks in my Internet connection which have become more frequent. To begin with I tried restarting my computer which has worked, but not always. I've checked the hub (Smart Hub 2) and the light is constant blue. I've tried resetting it, which has solved the problem but only temporarily. After checking online help, today I restored my hub to factory settings. This seemed to do the trick, I thought, until now when the connection has dropped again. My laptop states that I am connected and secured, but still no access and the hub still shows a blue light.

I'd appreciate any help in this matter. Thank you.

Re: Internet connection breaking

naylor2006 — Tue, 18 Jun 2024 14:22:20 GMT

What product do you have?

If you have Full Fibre you could also try power cycling the ONT on the wall, IE switch it off for a few minutes then power it back on, do this with the hub powered down. Depending on the ONT you have once you have solid Power and PON light then switch the hub back on and wait for it to go blue. I generally dont think this fixes much but I saw a guy on here the other day and it solved his various intermittent issues so worth a shot.

If you have a copper based product you wont have the ONT so thats irrelevant to do that.

Do you have other devices along with your laptop the exhibit the same issue?

Re: Internet connection breaking

pippincp — Tue, 18 Jun 2024 15:58:55 GMT

How are you connecting Wired or wireless? If wireless it would suggest local interference with the signal from the hub to the device.

Re: Internet connection breaking

janetelfer — Wed, 19 Jun 2024 13:39:06 GMT

Thank you for your reply.

I'm wireless, but have been with no issues for some time. There have been no changes in our house to cause a problem, but I can't speak for the area around us. You may have a point, I'll see how it goes...at the moment the Mods are taking a look.

Thanks again

Re: Internet connection breaking

janetelfer — Wed, 19 Jun 2024 13:41:47 GMT

Thank you for your suggestion. The Mods are currently checking things for me, but failing a solution from them I'll give yours a try.

Cheers

Re: Internet connection breaking

DavidM — Fri, 21 Jun 2024 14:53:31 GMT

Hi @janetelfer and thanks for posting.

Before the mods step in can you please try the advice posted by @pippincp and @naylor2006 as these are steps we would be asking you to follow anyway.

Cheers

David

Re: Internet connection breaking

janetelfer — Sat, 22 Jun 2024 18:45:56 GMT

Hello David, thank you for your message. I've just followed @naylor2006 's suggestion as you requested. However as the internet dropping seems to be intermittent - it had dropped just before I read (on my mobile) your message - I'll just have to wait and see.

@pippincp suggested interference, which doesn't seem likely from within my house, but I can't really confirm outside interference.

I'll report back on progress. Cheers

Re: Internet connection breaking

naylor2006 — Mon, 24 Jun 2024 10:31:25 GMT

How are you getting along?

Re: Internet connection breaking

janetelfer — Wed, 26 Jun 2024 21:32:41 GMT

Hello David, just to let you know that after trying the switch off, after a few days of seeming success the connection has broken again.

I'll have to wait for the moderators...I read somewhere that a new router solved one contributor's problem with the internet dropping off, maybe that could be the answer to mine as well. Cheers

Re: Internet connection breaking

janetelfer — Wed, 26 Jun 2024 21:43:09 GMT

Hello @naylor2006 , as requested by @DavidM tried your suggestion, and for a few days things were good...until this p.m. when the connection dropped again. I didn't do anything about it because we had a visitor arrive, but it's still unconnected now. I'm switching off and I'll check tomorrow. (Currently using my mobile in roaming)

Thank you for your interest, much appreciated.

Cheers

Re: Internet connection breaking

imjolly — Wed, 26 Jun 2024 21:44:29 GMT

@janetelfer

You don't appear to have done anything about possible external interference.

Have you tried using a WiFi analyser app on your to check for networks near you and the channels in use then go to your hub manger then wireless and change your WiFi channels from smart to free or less congested channels shown by the WiFi analyser

Re: Internet connection breaking

naylor2006 — Thu, 27 Jun 2024 08:47:48 GMT

I'd be surprised if interference would cause a complete loss of WIFI, most WIFI AP's can operate still with plenty of interference and still provide connectivity. Your latency would be effected and overall bandwidth but I personally wouldnt expect a 'drop out'.

@janetelfer I dont think its been said, but aside from checking for interference...when you next get a drop in connection on the wireless, grab an ethernet cable, if you have one spare and connect your laptop directly to the back of the Hub and see if indeed internet is down or if its just WIFI.

Re: Internet connection breaking

janetelfer — Thu, 27 Jun 2024 09:05:01 GMT

@imjollyThank you for your reply, I appreciate your help. Sadly the methods you suggest are a shade too technical for me. However, with BT's promises about the benefits of fibre I would be disappointed if their signal was outgunned. I'll have to leave it to the mods I think. Cheers

Re: Internet connection breaking

naylor2006 — Thu, 27 Jun 2024 09:07:09 GMT

Keep the thread updated though, be interesting to see the results.

Re: Internet connection breaking

janetelfer — Thu, 27 Jun 2024 09:17:22 GMT

@naylor2006 Thank you again. Sadly, I don't have an ethernet cable.

Out of interest, when the connection has dropped, I've checked to see if there are any issues with BT in my area and each time I've done so there's been no issue reported. I've also checked that it's not just my laptop that's affected because I've not been able to get wifi on the phone either.

Thanks again

Re: Internet connection breaking

naylor2006 — Thu, 27 Jun 2024 09:37:13 GMT

If you have the Smart Hub 2 im pretty sure you will have an ethernet cable. It comes with one you connect to Openreach equipment on the wall, the ONT, and one other, one us red and one is yellow. So you may find you have one spare in the box.

Re: Internet connection breaking

janetelfer — Tue, 02 Jul 2024 09:53:56 GMT

@naylor2006 My memory isn't what it was, and it was quite some time ago that fibre broadband was fitted, but as far as I do remember the fitter took care of everything and I don't recall a box being left. I don't have a cable, anyway.

Out of interest the connection dropped aagain just now, but not for too long I'm pleased to say.