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Message 1 of 6

Help, Broadband keeps dropping!

Hi there, me and my family have been having this issue for many weeks now, i feel like ive tried everything - nothing works. Screen Shot 2014-11-14 at 20.49.56.pngAs you can see above this is an example of what were dealing with - i can confirm this is a periodic drop as there was another drop shortly after, although strangely a fifth one didnt happen for 25 minutes. This all started happening from the moment it was reset (with pin to the back).


I am using BT home Hub 4, I have called BTs mumbai office soo many times, the closest I came to solving this was changing the wireless channel - this still didnt work. We have many devices connected to the hub - tablets computer phones.

At the time of the drops:

2.4 GHz Wireless:Sue-pc00:1c:26:86:56:ac192.168.1.68
5 GHz Wireless:COM-MID160:02:b4:ae:9c:eb192.168.1.83
Ethernet:No devices detected  
USB:No devices detected  


In terms of what colour the hub turns when dropping - i believe it flashes orange although not 100% certain.


I even resorted to buying a new router - this didnt make it past the automatic setup phase. It kept telling me to i need to turn off the modem - which as far as I know I dont have!


Im really really coming to the end of my tether with this, please someone help! If you need any more information ill do my best. Thanks.

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Distinguished Sage
Message 2 of 6

Re: Help, Broadband keeps dropping!

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted
once you have posted the information asked for then the community members can help you more

if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
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Distinguished Sage
Distinguished Sage
Message 3 of 6

Re: Help, Broadband keeps dropping!

From the information posted all the devices are connected wireless. I would turn off smart wireless and select the channels manually. I would also split the 2.4 and 5ghz networks by say adding a 5 to 5ghz channel and uou can use same password fir both. Many devices don't like the 2 networks combineD


you can also use inssider to chrck free channels.


you can try downloading inssider3 (istumbler if MAC) and then run it. This will show the broadcasting networks round about you and their channels including your own. If you then enter your router and change your wireless channel to a free or less congested channel.





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Message 4 of 6

Re: Help, Broadband keeps dropping!

DL speed 4.14

UL speed:0.98



I yield the same results using the test socket or not. We also had a booster put on which seems to make no difference. 


These speeds are fine, when the connection hasnt dropped of course.


06:54:58, 16 Nov.(132492.200000) DSL noise margin: 5.90 dB upstream, 6.00 dB downstream
06:54:57, 16 Nov.(132491.290000) DSL line rate: 1109 Kbps upstream, 4544 Kbps downstream


Thanks for the replys so far, ive downloaded netspot as it was the only free one I could find. 


Ive checked the other wireless networks and changed the channels of both 2.4gz and 5 gz. to channels not being used Ill get back to you on how it goes.


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Aspiring Contributor
Message 5 of 6

Re: Help, Broadband keeps dropping!

What did you use to capture that graph of performance? I could do with somehting running to log my conenctions. I'm pretty sure my problem is the same

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Distinguished Sage
Message 6 of 6

Re: Help, Broadband keeps dropping!

have you tried a factory rest of the hub ?
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