Smart hub 2 broadband working as normal but wi-fi dropping regularly

[Sbradish]

Over the past few weeks I have consistently had my Wi-fi dropping across all devices for up to 15mins at a time and sometimes shorter, even though the Blue light on my router was on. I had the router replaced by BT a few weeks ago to a smart hub 2 serial number +091301+1941022779 MAC:F08620A290A6.

Replacing the hub has not solved the problem and the Wi-fi is still dropping out even though broadband is working. I have a Lan cable from the SH to a sky Q Wi-fi booster which then connects to the main sky Q box via Wi-fi and these work 100% even when the Wi-fi from the SH drops to my devices.

I downloaded a Wi-fi analyser and this shows my Wi-fi on channel 42 and neighbour on channel 46 at 5ghz, so not much traffic. But when my Wi-fi drops it also shows that the neighbour’s Wi-fi is dropping at a similar rate, and with a similar amount of interference.

I have done several resets of the router but still getting the Wi-fi dropping.

I have used a dedicated channel 42, not on smart setting, and have set it for 5ghz only but none of these made a difference. I checked if there was interference from my boiler or thermostat switch and turned these off during the interference but this made no difference, they are not Wi-fi switches.

I have searched without success across sites to find a reason for good broadband but dropping Wi-fi but found nothing up to now so any assistance would be appreciated.

It’s unlikely that a neighbour has a signal jammer otherwise it would affect the sky Q box, I’ve just logged a call with BT and waiting for reply.

thanks in advance

simon

[imjolly]

out of curiosity have you tried turning off the SKYQ wifi booster to see if that is causing the problem?

have you turned off smart setup in hub manager as it often causes problems

[Sbradish]

HI I have had the Sky Q boosters for 4 years but the wifi issue has only been with me for a couple of months, but of course i'll give it a go when the TV is not in use.

Yes I turned the smart setup off and went onto a dedicated channel 42 at 5ghz, because my neighbour is using channel 46, there was no difference.

[pippincp]

I would stop reetting the snart hub, DLM will think there is an issue and take action.

[Sbradish]

I turned off the boosters, no change!

[dcookster]

Same here! 5ghz for both my laptops regularly drops off, 2.4ghz is fine.
Complained to BT and they upgraded to the firmware that was supposed to fix the issue, it didn't.

[leinad13]

I've been experiencing the same issue for the past few weeks, I noticed that my hub update on the 19th July and suspect its related. 

I've read about the issues with Sonos devices and the dual band wifi, i guess the update to fix that issue has resulted in some other issues...

I hope BT have noticed and are preparing another firmware update to resolve this issue, as its quite frustrating that it was working perfectly until recently.

[Sbradish]

Update to my original post:

I contacted BT help on 28/7 and they were pleased that I had done most of the checks myself which really did save lots of time going through them if I hadn't. Long story short, the person I spoke was very knowledgeable but had not heard of my type of issue before. He did escalate it through his supervisor and after an hour came up with the following that worked so far.

I had switched my smart settings off and moved to channel 36. They checked the usage to our local hub and suggested they move me to channel 48. So I am on dedicated channel 48 with 5Ghz and smart settings on 2.4Ghz.

They suggested I don't look at the wifi analyser as it can be deceiving which to be fair, it is a little.

I'm not sure if they did something behind the scenes that I'm not aware of but so far so good.

The chap that helped me also was excellent.

Thanks BT 

[Sbradish · Accepted solution]

Update on 15/08/21 to solution: Yesterday I went into my router and the channels settings were set on 2.4Ghz channel 6 and 5Ghz Channel 48 (neither set on Smart). I changed the 2.4Ghz setting to smart setting leaving the 5Ghz on a dedicated 5Ghz. About 2 hours later I started getting drop outs exactly how I had experienced previously. So I changed back the setting on 2.4Ghz to channel 6 dedicated.

So my solution has been: don't use Smart settings for channel set up, get a wifi analyzer app on your phone to check what channels are either free or not being used much and set the channels for 2.4 & 5Ghz to those. 

Hope this helps someone, its been 2 months but seem, fingers crossed, to have a solution