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Beginner
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Message 1 of 7

Broadband freezing / buffering

I am experiencing frequent freezing / buffering and unable to cone to to wifi.

this problem is on both hard wired and wifi connections.

speed test is ok and have gone through diagnostics with Bt who cannot find a problem, don't know what to do next.

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Broadband freezing / buffering

@Spectec 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Beginner
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Message 3 of 7

Re: Broadband freezing / buffering

Thanks for that very faint hiss 

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Distinguished Sage
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Message 4 of 7

Re: Broadband freezing / buffering

It should really be quiet.

Please can you display the connection information from your home hub.

he information contained within your router management pages can really help others diagnose technical issues. To post these stats, open up a web browser and type 192.168.1.254 or BThomehub.home. Navigate to the 'Troubleshooting' Tab and then click on 'Helpdesk', you will then need to enter the admin password which can be found on the sticker on the back of BT Home Hub 4 and 5. BT Home hub 3 will have the sticker on the underside of the router.

When using a Hub 3, you will see an option at the bottom right hand corner to select 'full details'. click on this, copy the info displayed and post the results. If using a BT Home Hub 4 or 5 navigate to 'Troubleshooting' then to 'Logs'. You will then find two lines which will state 'DSL noise margin' and 'DSL line rate', copy this info and include this in your post.

If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager.  Click Advanced Settings’ and then ‘Technical log’

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Beginner
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Message 5 of 7

Re: Broadband freezing / buffering


BT LogoBT Smart Hub Manager
Home

Advanced settings

Technical log
Information

Event log
Back
This is a list of your BT Smart Hub settings and current statistics.


Product name:
BT Hub 6A
Serial number:
+084319+NQ73792813
Firmware version:
SG4B1000E020
Firmware updated:
11-Mar-2020
Board version:
1.0
Gui version:
1.115.0
DSL uptime:
0 Days, 1 Hours 17 Minutes 56 Seconds
Data rate:
1.25 Mbps / 21.97 Mbps
Maximum data rate:
1244 / 21932
Noise margin:
6.1 dB / 3 dB
Line attenuation:
10.5 dB
Signal attenuation:
4.3 dB / 10.5 dB
VPI / VCI:
0/38
Modulation:
G_992_5_ANNEX_A
Latency type:
Fast Path
Data sent / received:
59 MB Uploaded / 2 GB Downloaded
Broadband username:
bthomehub@btbroadband.com
BT Wi-fi:
Active
2.4 GHz wireless network name:
BTHub6-P6TX
2.4 GHz wireless channel:
Smart (Channel 1)
5 GHz wireless network name:
BTHub6-P6TX
5 GHz wireless channel:
Smart (Channel 36)
Wireless security:
WPA2 (Recommended)
Wireless mode:
Mode 1
Firewall:
On
MAC address:
58:90:43:DB:F1:09
Software variant:
-
Boot loader:
9.2.0

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Message 6 of 7

Re: Broadband freezing / buffering

17:04:52, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
17:02:43, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
17:00:38, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:58:39, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:56:29, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:54:22, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:52:18, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:51:17, 06 Apr.
wl1:Device <7C:5C:F8:66:30:14> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:50:15, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:50:15, 06 Apr.
BR_LAN:The DHCP options that are offered by the device (id:15): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-C6D0FHQ | VendorId: MSFT 5.0
16:50:15, 06 Apr.
:DHCP Confirmation of Request
16:50:13, 06 Apr.
wl0:A WiFi device <7C:5C:F8:66:30:14> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV5G])
16:49:55, 06 Apr.
BR_LAN:The DHCP options that are offered by the device (id:15): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-C6D0FHQ | VendorId: MSFT 5.0
16:49:55, 06 Apr.
:DHCP Confirmation of Request
16:49:53, 06 Apr.
wl1:A WiFi device <7C:5C:F8:66:30:14> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:49:52, 06 Apr.
wl1:Device <7C:5C:F8:66:30:14> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:49:49, 06 Apr.
BR_LAN:The DHCP options that are offered by the device (id:15): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-C6D0FHQ | VendorId: MSFT 5.0
16:49:49, 06 Apr.
:DHCP Confirmation of Request
16:49:48, 06 Apr.
wl1:A WiFi device <7C:5C:F8:66:30:14> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:49:46, 06 Apr.
wl1:Device <7C:5C:F8:66:30:14> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:49:36, 06 Apr.
BR_LAN:The DHCP options that are offered by the device (id:15): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-C6D0FHQ | VendorId: MSFT 5.0
16:49:36, 06 Apr.
:DHCP Confirmation of Request
16:49:35, 06 Apr.
wl1:A WiFi device <7C:5C:F8:66:30:14> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:49:34, 06 Apr.
wl1:Device <7C:5C:F8:66:30:14> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:49:15, 06 Apr.
:HTTP UserAdmin login from 192.168.1.132 successfully
16:48:19, 06 Apr.
BR_LAN:The DHCP options that are offered by the device (id:15): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-C6D0FHQ | VendorId: MSFT 5.0
16:48:19, 06 Apr.
:DHCP Confirmation of Request
16:48:17, 06 Apr.
wl1:A WiFi device <7C:5C:F8:66:30:14> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:48:16, 06 Apr.
wl1:Device <7C:5C:F8:66:30:14> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:48:11, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:47:36, 06 Apr.
BR_LAN:The DHCP options that are offered by the device (id:15): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: DESKTOP-C6D0FHQ | VendorId: MSFT 5.0
16:47:36, 06 Apr.
:DHCP Confirmation of Request
16:47:35, 06 Apr.
wl1:A WiFi device <7C:5C:F8:66:30:14> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:47:33, 06 Apr.
wl1:Device <7C:5C:F8:66:30:14> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:47:11, 06 Apr.
:HTTP UserBasic login from 192.168.1.132 successfully
16:46:00, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:44:16, 06 Apr.
wl1:Device <3C:E0:72:E1:8A:6F> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:43:57, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:43:14, 06 Apr.
BR_LAN:The DHCP options that are offered by the device (id:18): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,55,57,61,50,51,12 | RequestOption55: 1,121,3,6,15,119,252 | HostName: Pauls-iPad | VendorId:
16:43:14, 06 Apr.
:DHCP Confirmation of Request
16:43:14, 06 Apr.
wl0:A WiFi device <3C:E0:72:E1:8A:6F> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV5G])
16:41:58, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:39:51, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:37:42, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:35:40, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:33:30, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:31:27, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:29:24, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:27:17, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:25:15, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:23:12, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:21:05, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:18:54, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:16:58, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:14:45, 06 Apr.
eth2:IGMP join received for group 234.81.130.251 on interface eth2
16:13:10, 06 Apr.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed
16:13:10, 06 Apr.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated

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Distinguished Sage
Distinguished Sage
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Message 7 of 7

Re: Broadband freezing / buffering

There does not seem to be any problem with the broadband connection, so it may just be network congestion.

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