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MJP
Aspiring Contributor
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Message 1 of 11

Re: Hub drops internet connection when uploading

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Just found this thread as I have started having similar issues.

I'm uploading photos to Amazon Photos via their desktop app and getting frequent disconnects. 

I normally have a pretty stable connection, and came to realise it was only whilst uploading that my problems occurred.

 

In the Photo uploader app under bandwidth I've limited uploads to one at a time and 1400KB/Sec. This appears to have solved the issue but it's taking ages to backup all my photos. I did try 2000KB/sec but that still caused disconnections.

 

 My hub reports upstream speed of 20Mbps

Tests I do myself usually show around 18Mbps

 

BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.236.1.2 | Last updated 24/06/17

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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Hub drops internet connection when uploading

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I have moved your post to this new thread, so you can get personal help from the community or moderators, so please watch this thread for updates.

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Moderator
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Message 3 of 11

Re: Hub drops internet connection when uploading

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Hi @MJP,

Thanks for your post and welcome back!

Sorry that your connection is dropping when uploading files.  Can you send us over your details and we'll look into this for you from here?

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

Cheers,

Robbie

Community ModeratorRobbieMac
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MJP
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Message 4 of 11

Re: Hub drops internet connection when uploading

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Thank you

 

details submitted

 

Thanks

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MJP
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Message 5 of 11

Re: Hub drops internet connection when uploading

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Thank You!!
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Moderator
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Message 6 of 11

Re: Hub drops internet connection when uploading

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Hi @MJP,

Thanks for getting in touch. I've checked your connection and everything appears fine. However; I've contacted a specialist team to see if they can help work out what's causing this. It can take them a couple of working days to investigate. Can you confirm that the issue happens when you are using a wired broadband connection and not solely on a wireless one please?

Thanks

DanielS

Community ModeratorDannyS
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MJP
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Message 7 of 11

Re: Hub drops internet connection when uploading

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Thanks for getting in touch.

Yes it is a wired connection.

I’ve been uploading photos to amazon photo storage as part of their Prime package from my desktop PC  which is wired to my HH5.

As I said I have not had issues before when uploading to Flickr using their website, just since I started to backup to Amazon. Having Googled the issue I came across a thread that suggests that the Home Hub 5 can crash if too much data is being uploaded. People were reporting issues with large video files, but BT can adjust settings remotely to solve the problem.

This does seem to be my case as limiting the upload speed  in the Amazon photo app to a level below my reported upload speed has solved the issue. 

 

Thanks Mike

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Moderator
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Message 8 of 11

Re: Hub drops internet connection when uploading

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Good morning @MJP,

I've had your firmware updated on your Home Hub 5. Can you test to see if the uploads are working ok for you now?

Thanks

DanielS

Community ModeratorDannyS
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Message 9 of 11

Re: Hub drops internet connection when uploading

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Hi @MJP,

Thanks for taking the time to speak with me today.

As confirmed, we've updated your firmware to version 4.7.5.1.83.8.261 which has stopped the upload error.

Take care and have a great day Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
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MJP
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Message 10 of 11

Re: Hub drops internet connection when uploading

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Thanks again for your help.

I can confirm all is still well, I've continued with the upload since we spoke and streamed a 45 min TV episode with no disconnections.

Thanks again for sorting out, and so quickly

Mike