Smart Hub Disconnection issue

[bingefeller]

I've been having a strange issue with disconnections on my Smart Hub.

I was chatting on IRC and I got the message "Disconnected from server because the Internet is not reachable".  I haven't noticed anything strange otherwise.  When I got this message I immediately tried to load a website and, sure enough, the site loaded.

I checked the event log and Smart Hub stats are they read:

Product name:
BT Hub 6A
Serial number:
*******************
Firmware version: SG4B10002244
Firmware updated: 07-Nov-2017
Board version: 1.0
Gui version: 1.32.0
DSL uptime: 0 Days, 0 Hours 58 Minutes 40 Seconds
Data rate: 7.20 kbps / 49.00 kbps
Maximum data rate: 7323 / 51077
Noise margin: 6.4 / 7.8
Line attenuation: 23.1
Signal attenuation: 
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 10 MB Uploaded / 158 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Not active
2.4 GHz wireless network name: ************
2.4 GHz wireless channel: Smart (Channel 11)
5 GHz wireless network name: ************
5 GHz wireless channel: Smart (Channel 36)
Wireless security: WPA2 (Recommended)
Band steering: Off
Wireless mode: Mode 1
Firewall: On
MAC address: **********
Software variant:
-
Boot loader: 7.33.1

First disconnection and the event log reads:

16:16:38, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1585032704 / preferred time = 0)
16:16:38, 04 Dec.
BR_LAN: Allocated address = 2a00:23c5:b603:2b00:924d:4aff:fe41:3c7b (valid time = 1585032704 / preferred time = 0)
16:16:38, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1585032704 / preferred time = 0)
16:16:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1585032704 / preferred time = 0)
16:16:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 1585032704 / preferred time = 0)
16:16:38, 04 Dec.
ppp1: Allocated address = 2a00:23c5:b603:2b01:924d:4aff:fe41:3c79 (valid time = 1585032704 / preferred time = 0)
16:16:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1585032704 / preferred time = 0)
16:16:38, 04 Dec.
ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
16:16:38, 04 Dec.
BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
16:16:37, 04 Dec.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
16:16:37, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
BR_LAN: Allocated address = 2a00:23c5:b603:2b00:924d:4aff:fe41:3c7b (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
ppp1: Allocated address = 2a00:23c5:b603:2b01:924d:4aff:fe41:3c79 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
ppp1:WAN DHCPv6 Mode : Statefull
16:16:37, 04 Dec.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
16:16:37, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 1585032704 / preferred time = 0)
16:16:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 1585032704 / preferred time = 0)
16:16:03, 04 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1c1c:447e:433e:d5d9 is set active
16:15:38, 04 Dec.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
16:15:38, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1645032704 / preferred time = 0)
16:15:38, 04 Dec.
BR_LAN: Allocated address = 2a00:23c5:b603:2b00:924d:4aff:fe41:3c7b (valid time = 1645032704 / preferred time = 0)
16:15:38, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1645032704 / preferred time = 0)
16:15:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1645032704 / preferred time = 0)
16:15:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 1645032704 / preferred time = 0)
16:15:38, 04 Dec.
ppp1: Allocated address = 2a00:23c5:b603:2b01:924d:4aff:fe41:3c79 (valid time = 1645032704 / preferred time = 0)
16:15:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1645032704 / preferred time = 0)
16:15:38, 04 Dec.
ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36
16:15:38, 04 Dec.
BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1
16:15:37, 04 Dec.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
16:15:37, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
BR_LAN: Allocated address = 2a00:23c5:b603:2b00:924d:4aff:fe41:3c7b (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
ppp1: Allocated address = 2a00:23c5:b603:2b01:924d:4aff:fe41:3c79 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
ppp1:WAN DHCPv6 Mode : Statefull
16:15:37, 04 Dec.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
16:15:37, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 1645032704 / preferred time = 0)
16:15:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 1645032704 / preferred time = 0)
16:15:20, 04 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1c1c:447e:433e:d5d9 is set active
16:14:51, 04 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1c1c:447e:433e:d5d9 is set active
16:14:38, 04 Dec.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

Second disconnection and the even lot reads:

16:43:38, 04 Dec.
BR_LAN: Allocated address = 2a00:23c5:b603:2b00:924d:4aff:fe41:3c7b (valid time = 4260000000 / preferred time = 0)
16:43:38, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 4260000000 / preferred time = 0)
16:43:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 4260000000 / preferred time = 0)
16:43:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 4260000000 / preferred time = 0)
16:43:38, 04 Dec.
ppp1: Allocated address = 2a00:23c5:b603:2b01:924d:4aff:fe41:3c79 (valid time = 4260000000 / preferred time = 0)
16:43:38, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 4260000000 / preferred time = 0)
16:43:38, 04 Dec.
ppp1:WAN DHCPv6 Mode : Statefull
16:43:37, 04 Dec.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)
16:43:37, 04 Dec.
BR_LAN: Allocated prefix = 2a00:23c5:b603:2b00::/64 (valid time = 4260000000 / preferred time = 0)
16:43:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b01::/64 (valid time = 4260000000 / preferred time = 0)
16:43:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 4260000000 / preferred time = 0)
16:43:37, 04 Dec.
ppp1: Allocated prefix = 2a00:23c5:b603:2b00::/56 (valid time = 4260000000 / preferred time = 0)
16:43:05, 04 Dec.
wl0:Device <5C:F7:E6:4B:8B:05> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV5G])
16:42:58, 04 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1c1c:447e:433e:d5d9 is set active
16:42:38, 04 Dec.
BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

I note that the Smart Hub didn't lose any uptime after the second disconnection, which is interesting.

Any help or advice is appreciated!

[imjolly]

have you turned off smart setup?  did you split the 2.4/5ghz bands as some devices don't like them combined

try quiet line test  dial 17070 option 2  should be quiet and best with corded phone

are you currently using test socket to see if any improvement

[bingefeller]

Hi imjolly

I just turned off smart setup.  

I dont have a corded phone, will I still do the test anyway?

I'm not using the test socket - I have a double faceplate.

How do I split the bands?  Sorry I'm not very technically minded.  Just noticed it says below "wireless off" I'm using wi-fi so I'm assuming that's referring to something else......?

[imjolly]

just select the toggle separate bands to on and it will automatiaclly add a 5 to the 5ghz bans to show which is which  you then can sign into both separately or both if device capable

however you have wireless turned off so no point as you don't use any wireless devices

[bingefeller]

This probably sounds stupid but what is considered a wireless device? I have my phone / iPod / Switch etc all connecting to the hub via wi-fi. I thought that this would have been considered wireless?

I thought the bands were split actually due to this info:

2.4 GHz wireless network name: ************
2.4 GHz wireless channel: Smart (Channel 11)
5 GHz wireless network name: ************
5 GHz wireless channel: Smart (Channel 36)

[imjolly]

switch the wireless on the separate the bands then conenct your wireless smartphone/iphone/ipad/laptop to either the 2.4 or 5ghz or both

it sounds like you are connecting to BTWIFI or BTWIFI-x neither of which is your home network  the SSID of the hub will be the same for both bands until you split them  once done then connect to your home network