infinity2 short breaks

[brett1]

hi, I have infinity2 with a home hub5 and youview box t2200

the internet stops briefly and the youview box says that it is not connected although the hub still has the blue light on. This causes some buffering when watching catchup tv and internet sites to stop downloading.

hub settings are below

1. Product name:	BT Home Hub
2. Serial number:	+068543+NQ52022708
3. Firmware version:	Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 14/07/17
4. Board version:	BT Hub 5A
5. DSL uptime:	6 days, 23:34:16
6. Data rate:	5988 / 32394
7. Maximum data rate:	5996 / 38458
8. Noise margin:	6.0 / 9.0
9. Line attenuation:	34.3 / 23.9
10. Signal attenuation:	22.6 / 21.3
11. Data sent/received:	1.8 GB / 70.5 GB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	BTHub5-KS5S
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:	BTHub5-KS5S
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:	54:64:d9:19:c6:ce
24. Modulation:	G.993.2 Annex B
25. Software variant:	AA
26. Boot loader:	1.0.0

The youview box and the computer are hardwired to the hub.

I usually get 30mb download speed when doung a speed test using the bt wholesale speed tester.

any ideas?

[JohnC2]

Hi @brett1 Sorry you are experiencing drops in your broadband connection. 

Have you noticed how often this is happening and does it happen at a particular time?

Is there any noise on the line when your on the phone? A faulty phone line will have a negative impact on your broadband connection. To help rule out any issue with your phone service please run a quiet line test by dialling 17070 from your BT Landline. If using a corded phone then the test should be quiet, if you are using a cordless phone then you may hear a low hum.

cheers

John

[brett1]

Hi, quiet line test is ok but I did find a faulty cable going to the youview box. still getting short breaks around 08.00 on the internet

[RobbieMac]

Hi @brett1

Thanks for posting back!

This is a strange one as the first screenshot you posted shows a connection speed of just under seven days.  Can you send us over your details so that we can have a closer look?

Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

Cheers,

Robbie

[NeilO]

@brett1 I tested your connection today and am unable to see any issues from our side, did you manage to try those checks I mentioned when we spoke last week?

[brett1 · Accepted solution]

hi, line seems stable, not had any problems recently. suspect internet conjestion/websites.

thanks for your help