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whammond
Beginner

on ‎31-07-2020 9h17

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Message 1 of 2

BT hub/Internet dropping

Morning, we have been having issues with the internet dropping. almost daily basis and this is resetting the time on the Hub to 2003 and as we have controls on timings on the internet this is becoming a real pain as have had to set the time manually on the Hub, have tried to set it from BT directly but it is an hour behind and have left it to catch up as know it can take some time to do so-unsure what to do?

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JohnC2
Moderator-Retired

on ‎01-08-2020 9h58

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Message 2 of 2

Re: BT hub/Internet dropping

Hi @whammond  welcome to the forum and sorry to hear that your internet is dropping and this is causing your hub to reset.

To find the cause of the drops would you complete a quiet line test? A faulty phone line will have a negative impact on your broadband connection. To help rule out any issue with your phone service please run a quiet line test by dialling 17070 from your BT Landline. If using a corded phone then the test should be quiet, if you are using a cordless phone then you may hear a low hum.

Also, would you post your Router stats?The 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 that 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’

cheers

John

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