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Beginner
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Message 1 of 11

Internet keeps cutting out when uploading files

When ever i try to upload a video to google drive the internet connection drops out. I have a: BT Smart Hub Manager Firmware version: SG4B1000B540 Is anyone else having the same issues?
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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Internet keeps cutting out when uploading files

Welcome to this user forum. @dodds2009 

Do you have an FTTP connection, or just a normal superfast "fibre" connection?

Are you connecting via wireless, or Ethernet?

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Beginner
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Message 3 of 11

Re: Internet keeps cutting out when uploading files

FTTP connection

I have tried both and they both cause the same drop in connection

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Distinguished Sage
Distinguished Sage
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Message 4 of 11

Re: Internet keeps cutting out when uploading files


@dodds2009 wrote:

FTTP connection

I have tried both and they both cause the same drop in connection


Thanks. This issue has been reported before, and a parameter change needs to be made by the hub team to match the data rate.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 5 of 11

Re: Internet keeps cutting out when uploading files

Hi @dodds2009 

Welcome to the Community and thanks for your post!

Sorry you're having this problem.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

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Moderator
Moderator
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Message 6 of 11

Re: Internet keeps cutting out when uploading files

Hi @dodds2009  thanks for sending over your details. I called earlier to check a few things with you; sorry I missed you.  I've sent you a PM please can you check and reply to me.

cheers
John

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Aspiring Contributor
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Message 7 of 11

Re: Internet keeps cutting out when uploading files

Hi dodds2009, I'm having similar issues with my Business Hub 6 after the firmware update on 19 April. The Hub rebooted when trying to save files to the MS cloud. Also, the Hub would revert to 4G assure, but that would then disconnect after a few minutes. My upload speeds are also very low at the moment, less than 0.5 Mb; it should be around 9.0 Mbs. I have tried turning off and disconnecting the Hub, waiting for a few minutes then turning it back  on. The upload speed improves but then the Hub reboots after a few minutes and I'm back to the low speed. I have reported it as a fault, but after some checks, I was advised to monitor it and get back to them which I am yet to do, but it is very frustrating as uploading a 7 Mb file takes about 5 minutes! I've had the Hub for 5 months and hadn't had any problems up to now.

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Distinguished Sage
Distinguished Sage
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Message 8 of 11

Re: Internet keeps cutting out when uploading files

@TFayers 

As you have 4G Assure then I assume you are a BT Business user, so you will need to post on the BT Business forum.

http://business.forums.bt.com/

The moderators cannot help with BT Business customers.

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Aspiring Contributor
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Message 9 of 11

Re: Internet keeps cutting out when uploading files

Thanks, I’ll do that Keith

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Moderator
Moderator
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Message 10 of 11

Re: Internet keeps cutting out when uploading files

Hi @dodds2009  the hub team have adjusted the settings. Please can you test and let me know if the problem has now been fixed.

Cheers
John

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