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Aspiring Contributor
694 Views
Message 1 of 22

Frequent Connection Drops

We're seeing some really odd behavior out of our connection. 

 

It's mostly ok, but at times thhe Home Hub 3 will just drop connection (orange DSL light) and refuse to do anything else. Our infinity box seems to be fine (solid power and DSL lights, flashing LAN1). If we restart the home hub then the connection will come back but only for a few minutes before it drops again. And again. And again.

 

We aren't sure exactly what's causing the issues; it feels like it might be when Steam downloads from an upstairs computer. This machine downstairs doesn't have problems but we can reproduce this issue 100% of the time by starting any download from Steam on that upstairs machine. Nothing else seems to be obviously able to cause the issue. 

 

Any help would be really appreciated.

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21 REPLIES 21
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Aspiring Contributor
669 Views
Message 2 of 22

Re: Frequent Connection Drops

Anyone?

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Distinguished Sage
Distinguished Sage
658 Views
Message 3 of 22

Re: Frequent Connection Drops

try connecting direct to modem which will rule out a problem with hub  this will help  https://community.bt.com/t5/BT-Infinity-Speed-Connection/Poor-upload-speed-literally-halved-from-whe...



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Aspiring Contributor
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Message 4 of 22

Re: Frequent Connection Drops

The modem connects fine from my machine downstairs but the the home hub does as well. The problem is coming from the upstairs machine and I can't directly connect the modem to that machine.
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Distinguished Sage
Distinguished Sage
649 Views
Message 5 of 22

Re: Frequent Connection Drops

so with that set up your internet conenction is ok so have you tried a factory reset of the hub not the modem and see if that helps?  have you checked the driver for your network card is up to date from manufacturers website and not rely on windows update



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Aspiring Contributor
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Message 6 of 22

Re: Frequent Connection Drops

We have tried a factory reset; it didn't help anything. Not too surprising since we haven't changed any settings in the Hub. 

 

The network card drivers on the effected machine are the most recent ones available as per the manufacturer website.

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Aspiring Contributor
587 Views
Message 7 of 22

Re: Frequent Connection Drops

Any other suggestions at all? And if you guys can't help me who should I be looking to to solve this?

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Aspiring Contributor
558 Views
Message 8 of 22

Re: Frequent Connection Drops

Really no advice further advice at all beyond 'reset your router and update your drivers'? 

 

Can no-one even tell me who to call about this?

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Distinguished Sage
Distinguished Sage
554 Views
Message 9 of 22

Re: Frequent Connection Drops

You could try customer services and see if they will send you a new router. As you internet connection is ok then you are unlikely to be able to get an engineer visit



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Distinguished Sage
Distinguished Sage
552 Views
Message 10 of 22

Re: Frequent Connection Drops

Or just buy a cheap router and see if that fixes the problem. As you have an Openreach modem, any router with a WAN port capability will do.

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