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Message 1 of 4

BT wifi whole home premium discs constant high ping/latency/brief disconnections

Hi there,

Wondering if anyone has any advice that might help, I'm using BT whole home premium wi-fi discs (white ones) and they seem to have very unstable connections that often briefly drops out, the ping rates and packet loss are also abnormally high.

I have tried resetting the entire system many times over many months to no avail or improvement furthermore all the firmware is up to date.

Ill add a log of the main disc (bigroom) of the disc that seems to have the most problems (Toms study) (although they all do) if anyone has any advice it would be greatly appreciated as I'm fed up of trying to get this system to work well, maybe its worth changing to a better system entirely like the Deco extenders/mesh? I'm not sure if these discs are actually any good at this point as i feel I have explored all avenues but they cost a lot of money so would like to try get it working if possible.

Thanks

Tom

Big Room

2022-12-06 18:40:10 | 6 | WIFI | 206 | <Device Hostname> (72:6F:45:6C:C2:0F) has connected to the 5G network with signal strength -71

2022-12-06 18:40:21 | 6 | MGMT | 706 | BTM AP steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 12:06:45:FD:62:4C to 12:D7:B0:02:22:14. Reason: RSSI low

2022-12-06 18:40:23 | 6 | WIFI | 209 | <Device Hostname> (72:6F:45:6C:C2:0F) has deauthenticated (<Reason>)

2022-12-06 18:40:38 | 6 | MGMT | 713 | <Device Hostname> (72:6F:45:6C:C2:0F) cannot be steered. Reason: Device currently making traffic.

2022-12-06 18:40:55 | 6 | WIFI | 207 | <Device Hostname> (72:6F:45:6C:C2:0F) has authenticated successfully

2022-12-06 18:40:55 | 6 | WIFI | 206 | <Device Hostname> (72:6F:45:6C:C2:0F) has connected to the 2G4 network with signal strength -79

2022-12-06 18:41:06 | 6 | MGMT | 706 | BTM AP steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 10:06:45:FD:62:4B to 10:D7:B0:02:22:13. Reason: RSSI low

2022-12-06 18:41:09 | 6 | MGMT | 715 | BTM steer for <Device Hostname> (72:6F:45:6C:C2:0F) from 10:06:45:FD:62:4B to 10:D7:B0:02:22:13 successful

2022-12-06 18:41:09 | 6 | WIFI | 209 | <Device Hostname> (72:6F:45:6C:C2:0F) has deauthenticated (<Reason>)

2022-12-06 18:41:23 | 6 | MGMT | 713 | <Device Hostname> (72:6F:45:6C:C2:0F) cannot be steered. Reason: Device currently making traffic.

2022-12-06 18:41:38 | 6 | MGMT | 714 | LEGACY steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 12:D7:B0:02:22:14 to 10:D7:B0:02:22:13. Reason: RSSI low

2022-12-06 18:41:38 | 7 | MGMT | 710 | <Device Hostname> (72:6F:45:6C:C2:0F) added to the steer unfriendly list for 10 seconds

2022-12-06 18:41:48 | 7 | MGMT | 711 | <Device Hostname> (72:6F:45:6C:C2:0F) removed from the steer unfriendly list

2022-12-06 18:41:48 | 6 | MGMT | 715 | LEGACY steer for <Device Hostname> (72:6F:45:6C:C2:0F) from 12:D7:B0:02:22:14 to 10:D7:B0:02:22:13 successful

2022-12-06 18:42:06 | 6 | MGMT | 706 | BTM AP steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 10:D7:B0:02:22:13 to 12:D7:B0:02:22:14. Reason: RSSI low

2022-12-06 18:42:09 | 6 | MGMT | 715 | BTM steer for <Device Hostname> (72:6F:45:6C:C2:0F) from 10:D7:B0:02:22:13 to 12:D7:B0:02:22:14 successful

2022-12-06 18:42:53 | 6 | MGMT | 714 | LEGACY steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 10:D7:B0:02:22:13 to 12:D7:B0:02:22:14. Reason: RSSI low

2022-12-06 18:42:53 | 7 | MGMT | 710 | <Device Hostname> (72:6F:45:6C:C2:0F) added to the steer unfriendly list for 10 seconds

2022-12-06 18:43:03 | 7 | MGMT | 711 | <Device Hostname> (72:6F:45:6C:C2:0F) removed from the steer unfriendly list

2022-12-06 18:43:03 | 6 | MGMT | 716 | LEGACY steer for <Device Hostname> (72:6F:45:6C:C2:0F) from 10:D7:B0:02:22:13 to 12:D7:B0:02:22:14 failed. Reason: It keeps coming back to the same AP

2022-12-06 18:45:13 | 5 | ETH | 403 | Ethernet Port 2 in downlink mode

2022-12-06 18:45:45 | 6 | WIFI | 207 | <Device Hostname> (72:6F:45:6C:C2:0F) has authenticated successfully

2022-12-06 18:45:46 | 6 | WIFI | 206 | <Device Hostname> (72:6F:45:6C:C2:0F) has connected to the 5G network with signal strength -91

2022-12-06 18:46:09 | 6 | MGMT | 713 | <Device Hostname> (72:6F:45:6C:C2:0F) cannot be steered. Reason: Device currently making traffic.

2022-12-06 18:46:22 | 6 | MGMT | 706 | BTM AP steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 12:06:45:FD:62:4C to 10:D7:B0:02:22:13. Reason: RSSI low

2022-12-06 18:46:24 | 6 | WIFI | 209 | <Device Hostname> (72:6F:45:6C:C2:0F) has deauthenticated (<Reason>)

2022-12-06 18:46:52 | 6 | MGMT | 706 | BTM AP steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 10:06:45:FD:62:3F to 12:06:45:FD:62:40. Reason: RSSI low

2022-12-06 18:46:55 | 6 | MGMT | 715 | BTM steer for <Device Hostname> (72:6F:45:6C:C2:0F) from 10:06:45:FD:62:3F to 12:06:45:FD:62:40 successful

2022-12-06 18:47:24 | 6 | MGMT | 713 | <Device Hostname> (72:6F:45:6C:C2:0F) cannot be steered. Reason: Device currently making traffic.

2022-12-06 18:48:24 | 6 | MGMT | 714 | LEGACY steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 12:06:45:FD:62:40 to 12:06:45:FD:62:40. Reason: RSSI low

2022-12-06 18:48:24 | 7 | MGMT | 710 | <Device Hostname> (72:6F:45:6C:C2:0F) added to the steer unfriendly list for 10 seconds

2022-12-06 18:48:34 | 7 | MGMT | 711 | <Device Hostname> (72:6F:45:6C:C2:0F) removed from the steer unfriendly list

2022-12-06 18:48:34 | 6 | MGMT | 716 | LEGACY steer for <Device Hostname> (72:6F:45:6C:C2:0F) from 12:06:45:FD:62:40 to 12:06:45:FD:62:40 failed. Reason: It keeps coming back to the same AP

2022-12-06 18:48:34 | 7 | MGMT | 709 | <Device Hostname> (72:6F:45:6C:C2:0F) added to the steer backoff list for 1440 minutes

2022-12-06 18:48:36 | 6 | WIFI | 207 | <Device Hostname> (72:6F:45:6C:C2:0F) has authenticated successfully

2022-12-06 18:48:36 | 6 | WIFI | 206 | <Device Hostname> (72:6F:45:6C:C2:0F) has connected to the 2G4 network with signal strength -86

2022-12-06 18:48:38 | 6 | WIFI | 209 | <Device Hostname> (72:6F:45:6C:C2:0F) has deauthenticated (<Reason>)

2022-12-06 18:48:54 | 6 | MGMT | 713 | <Device Hostname> (72:6F:45:6C:C2:0F) cannot be steered. Reason: Device currently making traffic.

2022-12-06 18:49:09 | 6 | MGMT | 714 | LEGACY steer triggered for <Device Hostname> (72:6F:45:6C:C2:0F) from 12:06:45:FD:62:40 to 12:06:45:FD:62:40. Reason: RSSI low

2022-12-06 18:49:09 | 7 | MGMT | 710 | <Device Hostname> (72:6F:45:6C:C2:0F) added to the steer unfriendly list for 10 seconds

2022-12-06 18:49:19 | 7 | MGMT | 711 | <Device Hostname> (72:6F:45:6C:C2:0F) removed from the steer unfriendly list

2022-12-06 18:49:19 | 6 | MGMT | 716 | LEGACY steer for <Device Hostname> (72:6F:45:6C:C2:0F) from 12:06:45:FD:62:40 to 12:06:45:FD:62:40 failed. Reason: It keeps coming back to the same AP

2022-12-06 18:49:19 | 7 | MGMT | 709 | <Device Hostname> (72:6F:45:6C:C2:0F) added to the steer backoff list for 1440 minutes

2022-12-06 18:49:24 | 6 | WIFI | 207 | <Device Hostname> (72:6F:45:6C:C2:0F) has authenticated successfully

Toms Study

2022-12-06 19:59:02 | 6 | MGMT | 731 | Disc cannot get the Gateway mac address port ID - Bus topology election may be impacted

2022-12-06 19:59:11 | 6 | WIFI | 209 | <Device Hostname> (72:6F:45:6C:C2:0F) has deauthenticated (<Reason>)

2022-12-06 19:59:14 | 6 | WIFI | 207 | <Device Hostname> (72:6F:45:6C:C2:0F) has authenticated successfully

2022-12-06 19:59:14 | 6 | WIFI | 206 | <Device Hostname> (72:6F:45:6C:C2:0F) has connected to the 5G network with signal strength -55

2022-12-06 19:59:17 | 6 | MGMT | 731 | Disc cannot get the Gateway mac address port ID - Bus topology election may be impacted

2022-12-06 19:59:23 | 6 | WIFI | 209 | <Device Hostname> (72:6F:45:6C:C2:0F) has deauthenticated (<Reason>)

2022-12-06 19:59:26 | 6 | WIFI | 207 | <Device Hostname> (72:6F:45:6C:C2:0F) has authenticated successfully

2022-12-06 19:59:26 | 6 | WIFI | 206 | <Device Hostname> (72:6F:45:6C:C2:0F) has connected to the 5G network with signal strength -52

2022-12-06 19:59:32 | 6 | MGMT | 731 | Disc cannot get the Gateway mac address port ID - Bus topology election may be impacted

2022-12-06 19:59:40 | 6 | WIFI | 209 | <Device Hostname> (72:6F:45:6C:C2:0F) has deauthenticated (<Reason>)

2022-12-06 19:59:44 | 6 | WIFI | 207 | <Device Hostname> (72:6F:45:6C:C2:0F) has authenticated successfully

2022-12-06 19:59:44 | 6 | WIFI | 206 | <Device Hostname> (72:6F:45:6C:C2:0F) has connected to the 5G network with signal strength -55

2022-12-06 19:59:47 | 6 | MGMT | 731 | Disc cannot get the Gateway mac address port ID - Bus topology election may be impacted

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Message 2 of 4

Re: BT wifi whole home premium discs constant high ping/latency/brief disconnections

Have you connected both discs to the hub via ethernet by any chance? 

You can't do that with the Premium discs

BT Whole Home Wi-Fi FAQs - Set-up and installation | BT Help

 


A thank you is nice, it makes the effort worthwhile, but a kudo is better, by a country mile. (I'm no poet & boy don't I know it)
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Message 3 of 4

Re: BT wifi whole home premium discs constant high ping/latency/brief disconnections

@Tom1999 

Welcome to this user forum for BT Retail Broadband and phone customers.

It would be best to give the WHW product helpdesk a call on 0808 100 6116 ( Mon to Fri 9am to 5.30pm and Sat 9am to 2pm) or drop them an email to: btconnectedhome@bt.com and they'll be happy to help.

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Message 4 of 4

Re: BT wifi whole home premium discs constant high ping/latency/brief disconnections

Only the main disc (big room) is wired into the hub the other (toms study) only has Ethernet into a PC. 

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