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Aspiring Contributor
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Message 1 of 7

Strange HH5 issue with Win10 and Nest, But not Mobile Device and Tablets

I have a strange issue with my HH5.  Twice now I have lost connection to the HH5 from my Win10 laptop.  When I click the wireless icon to reconnect, my wireless network is not listed.  I also lose connection to Wifi from my Nest Thermostat.  

 

The strange thing is my mobile phone (LG G3, and Samsung Galaxy tablet continue to work as normal.

 

Fixing this is simply a matter of powering off the home hub and powering it back up, then the SSID reappears and I can reconnect. For this reason I suspect the issue is with the home hub 5, but because the other devices keep working I'm not sure whats happening.

 

Can anyone help.  Here are my helpdesk info:

 

1. Product name:BT Home Hub
2. Serial number:+068343+NQ33807388
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 10/07/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:25:33
6. Data rate:20000 / 68979
7. Maximum data rate:20632 / 68273
8. Noise margin:6.1 / 6.4
9. Line attenuation:19.2 / 17.0
10. Signal attenuation:19.1 / 17.0
11. Data sent/received:6.5 MB / 375.4 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:North Korean Wifi Is Best Wifi
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:Magic Carpet Ride
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:18:62:2c:16:3c:0a
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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6 REPLIES 6
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Moderator
Moderator
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Message 2 of 7

Re: Strange HH5 issue with Win10 and Nest, But not Mobile Device and Tablets

Hi colinsteadman,

 

If you're still connected on your mobile and tablet it would indicate the Hub is fine.  Have your laptops wireless drivers to make sure they are up to date and compatible with windows 10?

 

Thanks

Neil

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Highlighted
Aspiring Contributor
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Message 3 of 7

Re: Strange HH5 issue with Win10 and Nest, But not Mobile Device and Tablets

Hi Neil, I came to the same conclusion when it first happened.  However I've done some testing and it does seem to something fishy with the HH5.  When it happens the Win10 laptop, and my Nest thermostat both lose their connections and the SSIDs the HH5 broadcasts do not appear in the available networks list on either device - but other wireless networks in the area do.  Rebooting the laptop doesn't change anythng and my SSIDs remain hidden, same with the Nest - the SSIDs dont show up after a reboot.  

 

However, if I reboot the HH5, my SSIDS from the HH5 are added to the available networks list and I am able to reconnect both the Win10 laptop and the Nest as normal.  

 

I have no idea why my mobile and Samsung Galaxy S continue working as normal when this happens.

 

Is there anything you can suggest I try to determine what the issue is?  Is there something in the event log for example that might look for?

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Highlighted
Distinguished Sage
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Message 4 of 7

Re: Strange HH5 issue with Win10 and Nest, But not Mobile Device and Tablets

try turning the 5Ghz wifi and see if that resolves the problem
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Highlighted
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Message 5 of 7

Re: Strange HH5 issue with Win10 and Nest, But not Mobile Device and Tablets

Hilarious SSID names:

14. 2.4 GHz Wireless network/SSID:North Korean Wifi Is Best Wifi
  
  
  
18. 5 GHz Wireless network/SSID:Magic Carpet Ride

 

I had the same issue with Windows 8, in the end it was my adapter and drivers.  Hope you can find a solution.

******************************
CG Over An Out
******************************
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Highlighted
Sage
766 Views
Message 6 of 7

Re: Strange HH5 issue with Win10 and Nest, But not Mobile Device and Tablets

Ever thought that a virus/malware could be a cause? What anti virus/malware are you running?

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Highlighted
Aspiring Contributor
739 Views
Message 7 of 7

Re: Strange HH5 issue with Win10 and Nest, But not Mobile Device and Tablets

John64 > 5ghz wireless already enabled, but also not detected by devices when problem occurs.

 

 

 

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