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Message 1 of 5

Internet dropping intermittently

Hi Everyone 


Would value some help on how to approach this problem.
I have BT Fibre with a BT Smart Hub and a set of BT Whole Home discs.

The problem we are having is that the internet drops for 2-5 minutes a few times each day. No clear pattern. Phone signal OK - no noise nor any noise on phoneline noise test. Test on BT website indicates all is well.
We cannot see a pattern to the internet dropping. The blue light on Smart Hub and discs remain steady when the internet is dropped. The internet drops for both wifi connected and computer directly connected to router (so presume not an issue with Whole Home discs). It comes back on spontaneously within 5 minutes.

Here is our availability checker log:

Willubby_0-1612129095077.png

Any thoughts on where the problem might lie would be gratefully received as working from home / Zoom calls with this is becoming tricky.

Many thanks, Tom

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Message 2 of 5

Re: Internet dropping intermittently



in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

if your hub light remains blue that suggests that hub is not dropping Internet connection 


Someone may then be able to offer help/assistance/suggestions to your problem



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Message 3 of 5

Re: Internet dropping intermittently

 
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Message 4 of 5

Re: Internet dropping intermittently

That is not what was requested. Advances settings/technical log/information is what is required.

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Message 5 of 5

Re: Internet dropping intermittently

Apologies - I now see what what requested:
 
Serial number:+088047+1825005760
 

 

Firmware version:v0.11.01.10191-BT
 

 

Firmware updated:Thu Dec 17 07:46:09 2020
 

 

Board version:01
 

 

DSL uptime:2 days,01 Hours51 Mins56 Secs
 

 

Data rate:19.999 Mbps / 59.984 Mbps
 

 

Maximum data rate:21.423 Mbps / 59.201 Mbps
 

 

Noise margin:5.9 / 5.6
 

 

Line attenuation:14.7 / 13.5
 

 

Signal attenuation:14.4 / 13.5
 

 

Data sent / received:3.0 GB / 46.8 GB
 

 

Broadband username:bthomehub@btbroadband.com
 

 

BT Wi-fi:Activated
 

 

2.4 GHz wireless network name:BTHub6-7FRT
 

 

2.4 GHz wireless channel:Automatic (Smart Wireless)
 

 

5 GHz wireless network name:BTHub6-7FRT
 

 

5 GHz wireless channel:Automatic (Smart Wireless)
 

 

Wireless security:WPA2
 

 

Wireless mode:Mode 1
 

 

Firewall:Default
 

 

MAC address:BC:30:D9:9D:DF:32
 

 

Software variant:-
 

 

Boot loader:0.1.6-BT (Fri Sep 9 10:05:09 2016)
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