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wenklaw
Contributor
4,778 Views
Message 1 of 24

BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

I have 2 devices that seem to suffer from being connected to the Home WiFi system but then periodically wont access the internet, or other LAN devices after a period of time, which can be 10 minutes, 20 minutes and hour etc.

 

I have enabled compatibility mode on the Whole Home WiFi, fixed channels to 1 and 36(or was it 38) as suggested, but it still happens, the only way is to disable and enable WiFi on the android device or sometimes which is a real pain I have to turn the android device off and on to re-enable the connection.

 

I am running the latest BT firmware v1.02.01 build 24, it would also appear that before the system did a firmware update about 2 weeks ago i didnt have this issue although that may well just be coincidence as i was only running the system for about 10 days prior so i may well have not noticed.  I am not running a Home Hub, I have the TP-Link Archer VR400

 

I have also reset the whole home wifi and started again and reset my router, stil the problem persists.  Its becoming a pain and I am now thinking of returning the BT system before the 30 day returns expires.

 

Any ideas, IP conflict maybe? 

23 REPLIES 23
dgw1
Aspiring Expert
4,759 Views
Message 2 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

The whole home wifi is a mesh system, as such you will probably find your main router should share the same wifi network name. I believe the drop outs are coming from your device(s) switching to a different access point, or the mesh system is malfunctioning to a configuration issue (a clash of network names for example). Do you have any other access points in the mix too?

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wenklaw
Contributor
4,747 Views
Message 3 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

My main routers WiFi is completely disabled both 2.4 and 5 ghz, the only WiFi signal or SSID is the one transmitting from the Whole Home WiFi.

 

Also

 

1)  The issue only affects my Samsung Tablet runnig lollipop, it also appears to affect my partners Android mobile running android 6, both operate on both 2.4 and 5ghz

 

2) My laptop will stay connected as will my iphone without issue.

 

3) I have approx 10-12 other WiFi devices on the Whole Home WiFi SSID, all stay connected.  Many such as a thermostat, cooker. wemo plugs etc all those devices remain connected to WiFi all of the time so this is why its a little confusing.  None have suffered from this problem.

 

4) It happens when the devices are staionary, i have checked the app and it doesnt appear that the device has switched discs, they just cant connect to the internet

 

5) If i toggle the wifi on and off on the android device sometimes it wont reconnect to the wifi, it lists the SSID as there but click connect and nbothing happens, turn the android off and on and it connects again.

 

 

 

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Oxlade1
Aspiring Expert
4,710 Views
Message 4 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

Have you taken a look at the log file?

 

Go to the web interface (http://mybtdevice.home) and go to System > System Log.

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peterh0001
Contributor
4,672 Views
Message 5 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

When you get to the log look for messages with the MAC address of the device which is dropping out particularly MAC blacklisted messages. You will need to export the log to search for patterns and the messages can be a little cryptic but you can send the log file to the help desk if you open a call with them.

 

Good luck

Peter

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dgw1
Aspiring Expert
4,659 Views
Message 6 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

If you are only having issues with a couple of devices have you thought about entering the ip addresses manually on them rather than relying on DHCP. This has worked for me in the past....

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wenklaw
Contributor
4,629 Views
Message 7 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

My Chromecast disconnected while watching a film, very annoying.  Wouldnt reconnect until i rebooted the chromecast

From the logs 'Pairwise Key Handshaking timeout' seems to be the problem until i fully rebooted the chromecast.  I havent been on my android tablet enough over the last few days to experience the same issue yet but when i do i will check the logs again.

 

 

7.10.2017 20:23:42 IF[5G]:STA(a4:77:33:d5:15:5a) had associated successfully
07.10.2017 20:23:00 IF[5G]:STA(a4:77:33:d5:15:5a) had deauthenticated
07.10.2017 20:23:00 IF[5G]:STA(a4:77:33:d5:15:5a) Pairwise Key Handshaking timeout
07.10.2017 20:22:57 IF[5G]:STA(a4:77:33:d5:15:5a) had associated successfully
07.10.2017 20:22:09 IF[5G]:STA(a4:77:33:d5:15:5a) had deauthenticated
07.10.2017 20:22:09 IF[5G]:STA(a4:77:33:d5:15:5a) Pairwise Key Handshaking timeout
07.10.2017 20:22:06 IF[5G]:STA(a4:77:33:d5:15:5a) had associated successfully
07.10.2017 20:21:42 IF[5G]:STA(a4:77:33:d5:15:5a) had deauthenticated
07.10.2017 20:21:42 IF[5G]:STA(a4:77:33:d5:15:5a) Pairwise Key Handshaking timeout
07.10.2017 20:21:38 IF[5G]:STA(a4:77:33:d5:15:5a) had associated successfully
07.10.2017 20:20:57 IF[2.4G]:STA(a4:77:33:d5:15:5a) had deauthenticated
07.10.2017 20:20:57 IF[2.4G]:STA(a4:77:33:d5:15:5a) Pairwise Key Handshaking timeout
07.10.2017 20:20:54 IF[2.4G]:STA(a4:77:33:d5:15:5a) had associated successfully
07.10.2017 20:20:50 IF[5G]:STA(a4:77:33:d5:15:5a) had deauthenticated
07.10.2017 20:20:50 IF[5G]:STA(a4:77:33:d5:15:5a) Pairwise Key Handshaking timeout
07.10.2017 20:20:47 IF[5G]:STA(a4:77:33:d5:15:5a) had associated successfully
07.10.2017 20:20:33 IF[2.4G]:STA(a4:77:33:d5:15:5a) had deauthenticated
07.10.2017 20:20:33 IF[2.4G]:STA(a4:77:33:d5:15:5a) Pairwise Key Handshaking timeout
07.10.2017 20:20:30 IF[2.4G]:STA(a4:77:33:d5:15:5a) had associated successfully
07.10.2017 20:20:19 IF[5G]:STA(a4:77:33:d5:15:5a) had deauthenticated
07.10.2017 20:20:19 IF[5G]:STA(a4:77:33:d5:15:5a) Pairwise Key Handshaking timeout
07.10.2017 20:20:16 IF[5G]:STA(a4:77:33:d5:15:5a) had associated successfully
07.10.2017 20:20:12 IF[5G]:STA(a4:77:33:d5:15:5a) had deauthenticated
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peterh0001
Contributor
4,607 Views
Message 8 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

I get pairwise key handshaking timeouts on my BTWH but they are two to three hours apart u nlike yours.  I'd try the help desk and you can send them your log - see what they make of it.

 

Pity they do not post a guide to the log entries.

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Oxlade1
Aspiring Expert
4,605 Views
Message 9 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

I'd have a look at factory resetting the Chromecast and re-pairing it with Whole Home, this could resolve this issue you are seeing.

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wenklaw
Contributor
4,588 Views
Message 10 of 24

Re: BT Whole Home WiFi - device connected to WiFi but no connectivity to the internet issue

I originally had manually assigned static IP addresses to many of my devices and tried doing the same to the problematic ones which made no difference. I have now removed all static addresses from ALL my devices and rebooted etc.

 

The tablet that was having issues was OK yesterday for 35 mins while i was on it but that doesn’t mean the problem has gone away by any means.  What will be very annoying is if this issue affects my Chromecast on a regular basis as I use it for watching films.  Connected to the Archer vr400 or BT HH5 it has worked fairly faultlessly for 2 years or more as did ALL my other devices. 

 

The only thing that has changed in my network is the addition of the BT Whole Home WiFi as I wanted to replace using a 2nd HH5 as a slave hotspot down powerlines and add better coverage in general.

 

I am going from being pleased with the product to frustrated, it will soon be going back as faulty even though i have exceeded 30 days as at the moment it is looking unfit for purpose.

 

To be clear:

1) I have rebooted all my devices that are on the network

2) I have factory reset my router, the BT home wifi system and the Chromecast.  It is not practical to reset all my devices to factory settings

3) I have tried assigning static IP addresses and removing them

4) WiFi channels fixed to what was suggested (cant remember)

5) My router wifi is fully disabled, i have no other hotspots or devices assigning IP addresses

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