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ianc9
Newbie
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Message 1 of 5

New Whole Home White - Some devices connecting then dropping

I've just bought and installed a 3 hub Whole Home kit and some of my devices are dropping the connection.

The devices in question are SONOFF T1 switches based on ESP8266 processor.  I have about 30 of these but only 3 or 4 are affected.  They all worked 100% reliably when connecting to my Zyxel VMG8324-B10A hub (which is still acting as the Broadband router and DHCP server).  They are all allocated fixed IP addresses in via the DHCP server.

The devices seem to connect of a short while (a couple of minutes) but then disconnect.  Power cycling the devices make not difference - when the restart they cannot connect.  Restarting the Whole Home units allows them to connect for a couple of minutes.  The devices only operate on 2.4G. The set up in my Zyxel (which worked) is here:

wifi setup.jpg

I started with "recommended" settings with the Whole Home system initially and then tried to mirror the Zyxel setup where possible (Same SSID & password, WPA (auto), 40Mhz bandwidth for 2.4Ghz, auto channel, compatibility enabled).

The DHCP Server interactions in Syslog look normal for the problem devices.

In the BT Whole home logs I see lots of this:

30.11.2019 13:55:03 [4 2 1] IF[2.4G]:STA(60:01:94:97:45:d4) Pairwise Key Handshaking timeout
30.11.2019 13:55:05 [2 4 2] IF[2.4G]:STA(60:01:94:97:45:D4) had associated successfully,rssi is -57
30.11.2019 13:55:08 [2 4 2] IF[2.4G]:AP deauth STA(60:01:94:97:45:D4),reason is 15
30.11.2019 13:55:08 [4 2 1] IF[2.4G]:STA(60:01:94:97:45:d4) Pairwise Key Handshaking timeout
30.11.2019 13:55:09 [2 4 2] IF[2.4G]:STA(60:01:94:97:45:D4) had associated successfully,rssi is -55
30.11.2019 13:55:12 [2 4 2] IF[2.4G]:AP deauth STA(60:01:94:97:45:D4),reason is 15
30.11.2019 13:55:12 [4 2 1] IF[2.4G]:STA(60:01:94:97:45:d4) Pairwise Key Handshaking timeout
30.11.2019 13:55:13 [2 4 2] IF[2.4G]:STA(60:01:94:97:45:D4) had associated successfully,rssi is -58
30.11.2019 13:55:16 [2 4 2] IF[2.4G]:AP deauth STA(60:01:94:97:45:D4),reason is 15
30.11.2019 13:55:16 [4 2 1] IF[2.4G]:STA(60:01:94:97:45:d4) Pairwise Key Handshaking timeout
30.11.2019 13:55:17 [2 4 2] IF[2.4G]:STA(60:01:94:97:45:D4) had associated successfully,rssi is -55
30.11.2019 13:55:21 [2 4 2] IF[2.4G]:AP deauth STA(60:01:94:97:45:D4),reason is 15
30.11.2019 13:55:21 [4 2 1] IF[2.4G]:STA(60:01:94:97:45:d4) Pairwise Key Handshaking timeout
30.11.2019 13:55:22 [2 4 2] IF[2.4G]:STA(60:01:94:97:45:D4) had associated successfully,rssi is -55
30.11.2019 13:55:25 [2 4 2] IF[2.4G]:AP deauth STA(60:01:94:97:45:D4),reason is 15
30.11.2019 13:55:25 [4 2 1] IF[2.4G]:STA(60:01:94:97:45:d4) Pairwise Key Handshaking timeout
30.11.2019 13:55:26 [2 4 2] IF[2.4G]:STA(60:01:94:97:45:D4) had associated successfully,rssi is -56
30.11.2019 13:55:29 [2 4 2] IF[2.4G]:AP deauth STA(60:01:94:97:45:D4),reason is 15
30.11.2019 13:55:29 [4 2 1] IF[2.4G]:STA(60:01:94:97:45:d4) Pairwise Key Handshaking timeout
30.11.2019 13:55:30 [2 4 2] IF[2.4G]:STA(60:01:94:97:45:D4) had associated successfully,rssi is -56

I upgraded to v1.02.08 build02 as part of my troubleshooting.  I decided not to move to the early adopter version as I may be sending them back for a refund and don't know if you can "downgrade" the firmware.

So far I've only deployed 2 of the 3 hubs - to try to simplify the problem space.

I have the full logs from the Router/DHCP Server and the Whole Home system - but was not sure about posting them here.

What other information can I provide to help diagnose (and resolve!) this problem?

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: New Whole Home White - Some devices connecting then dropping

@ianc9 

This is primarily a BT broadband customer forum, but there are a couple of BT Device experts who sometimes post here, so you may get a reply from one of those.

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ianc9
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Message 3 of 5

Re: New Whole Home White - Some devices connecting then dropping

Thanks Keith - Is there a better place to post ?
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Message 4 of 5

Re: New Whole Home White - Some devices connecting then dropping


@ianc9 wrote:
Thanks Keith - Is there a better place to post ?

Not really, as its just a retail product aimed at all ISPs. There is some limited support on this forum, or you would have to email or ring the product helpdesk.

There is some general guidance on this post, and how to contact the helpdesk.

https://community.bt.com/t5/BT-Devices/Problem-with-Whole-Home-Wi-Fi-Read-this-first/m-p/1908749#M72...

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ianc9
Newbie
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Message 5 of 5

Re: New Whole Home White - Some devices connecting then dropping

A full day and a half burned trying to get them to work without success.  Tried the support number.  Less than useful "Try turning them off and on again" type advice.

Have given up on the product.  Thank God for the Amazon returns policy!

I hope others have less problems.

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