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Connection dropping

mrmachiatto — Wed, 11 Jan 2023 22:10:06 GMT

Hello,

I need some help. My connection keeps dropping out around the house. I have BT Halo with three discs around the house. An engineer has been out and set the discs up in the optimum places. The router seems to be connected but the connection keeps dropping out which is causing havoc with everything that needs a broadband connection. How can I resolve this?

Re: Connection dropping

countrypaul — Thu, 12 Jan 2023 11:15:05 GMT

What sort of Broadband do you have, FTTP, FTTC, VDSL? What model of router BT Smart Hub 2? What is dropping, the WiFi, or the Broadband?

Re: Connection dropping

imjolly — Thu, 12 Jan 2023 11:30:10 GMT

if your hub stays connected (blue light) then problem is your wifi. have you tried changing the wifi channels in your SH2 from smart/auto to a fixed channel? if you have SKYQ which uses channel 36 then select a different 5ghz channel say 48

Re: Connection dropping

DavidM — Thu, 12 Jan 2023 16:42:14 GMT

Hi @mrmachiatto and welcome to our community.

Sorry you're having problems with your connection dropping. If you can post the information mentioned by @countrypaul and @imjolly I'm sure we'll be able to give you some advice.

Cheers

David

Re: Connection dropping

mrmachiatto — Sat, 14 Jan 2023 13:54:40 GMT

Hello, thanks for the help. I’ve changed the channel to 48 and I’ve not noticed a difference. However, I can no longer log into the hub to change any settings. Last night we couldn’t connect anything to the WiFi at all. The light on the router and all the discs is blue but devices keep dropping off. A very frustrating situation.

Re: Connection dropping

DanielS — Sat, 14 Jan 2023 15:08:01 GMT

Hi @mrmachiatto,

I'm sorry to see that you couldn't connect to your WiFi after changing your channels. If that happens again, when your testing which channels work best, you can reset your Smart Hub to factory settings. There's a recessed pinhole on the back that you need to press in and hold for 20 seconds. Can you try that if you still can't get connect to your WiFi?

Thanks
DanielS