This topic

losing broadband connectivity on some but not all devices

Tmouse58 — Thu, 05 Sep 2024 14:50:43 GMT

Hi,

Please can anyone offer a solution to this ongoing issue? We have the BT Smart Hub 2 and we are losing broadband connectivity with some but not all of our devices on a pretty regular basis, those affected are an iPad, mobile phones and television. The only way to get everyone back online is to reboot the router and it always needs doing at an inopportune moment, anyone have an idea as to what might ne causing this and how I can go about resolving it? Thank you

Re: losing broadband connectivity on some but not all devices

licquorice — Thu, 05 Sep 2024 15:03:04 GMT

Try a factory reset of the hub to clear out stale connections. If you have MAC randomisation enabled on any of your devices I advise disabling it.

Re: losing broadband connectivity on some but not all devices

TimCurtis — Thu, 05 Sep 2024 15:47:04 GMT

@Tmouse58

Just to add to @licquorice comment about MAC randomisation - Apple call it Private Wi-Fi Address btw .

Everytime a device that has this enabled connects to the SH2 it makes another entry in the SH2's IP address table and eventually fills that table so no more connections can be made and only a reboot clears this table.

Re: losing broadband connectivity on some but not all devices

Tmouse58 — Fri, 06 Sep 2024 10:47:13 GMT

Many thanks for your reply, I'll give that a go and let you know how it goes

Re: losing broadband connectivity on some but not all devices

Tmouse58 — Mon, 16 Sep 2024 08:40:11 GMT

Morning,

Many thanks for your previous replies, I have tried to do a factory reset but for whatever reason I can't get the router to do so. It goes back to a green light, then reverts to the blue and all devices connect without me needing to log in to each one. I have tried pushing in the button for 5, 10 and up to 30 seconds but on each occasion the hub lights don't flash.

Re: losing broadband connectivity on some but not all devices

Christopher_G — Mon, 16 Sep 2024 12:34:45 GMT

Hi @Tmouse58

It should only take a five second button push to factory reset. Are you pressing the button whilst the hub is still switched on?

Chris

Re: losing broadband connectivity on some but not all devices

imjolly — Mon, 16 Sep 2024 12:38:44 GMT

@Christopher_G

from personal experience it takes nearer 30secs of holding the recessed button on back before lights flash and hub resets back to factory settings

Re: losing broadband connectivity on some but not all devices

Christopher_G — Mon, 16 Sep 2024 13:09:46 GMT

I stand corrected. Thanks @imjolly 🙂

Chris

Re: losing broadband connectivity on some but not all devices

Tmouse58 — Thu, 19 Sep 2024 08:17:58 GMT

Morning,

I managed to get the factory reset done ok however the issue of non-connectivity is still there and it appears to be affecting the iPhone & iPad only. Is there something I should be adjusting so that I don't need to keep rebooting the router regularly? Thank you

Re: losing broadband connectivity on some but not all devices

Keith_Beddoe — Thu, 19 Sep 2024 08:26:34 GMT

@Tmouse58

Disable MAC randomisation (Private Addressing), see earlier post.

Its a setting on the Apple wireless options.

Re: losing broadband connectivity on some but not all devices

Tmouse58 — Mon, 23 Sep 2024 12:33:29 GMT

Hello again,

Well I disabled the MAC Randomisation but it's not made any difference, the Apple devices are still losing connectivity. Is there anything else I can be trying please?