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camper
Aspiring Expert
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Message 1 of 5

Whole home discs dropping frequently,daily - kids got online exams looming. Anyone help?

Repeatedly,daily, whole home discs/wifi drops. Set up is HH6 (wifi off), ethernet to disc1, 3 further discs. BT Fibre.

Getting really frustrating & the kids are on my back about this happening during forthcoming online exams etc.

Looked at the logs, dont really know in detail what I'm looking for, but whenever this happens -every occasion -  I can never get logs for the time of drop out as they have disappeared, always approx' 3 prior hours worth missing/deleted - example below starting coming back online at 1:13 , but we know dropped about 12:30am , as all was fine until then - no log entries  22:06 onwards(22:06 - 01:13) 

Just wondering if anyone can point me to what I should be checking /looking for/ changing to get some stability. 

Very grateful if anyone can assist. Cheers. 

22.04.2020 01:13:56 Ethernet Port 0 Link Up.
22.04.2020 01:13:56 DHCP is active: 12.07.2018 01:01:50 NULL a4:fc:77:8a:1c:eb 192.168.1.185 255.255.255.0.
22.04.2020 01:13:54 DHCP is active: 12.07.2018 01:01:48 NULL a4:fc:77:8a:1c:eb 192.168.1.185 255.255.255.0.
22.04.2020 01:13:54 OWL-Backhaul Monitor Start.
22.04.2020 01:13:44 OWL-start
22.04.2020 01:13:32 Current firmware version is v1.02.11 build02 and boot flag is 1.
22.04.2020 01:13:32 HTTP-start ...
22.04.2020 01:13:10 Start logging.
21.04.2020 22:06:33 NTP-Time Server successfully connected and time synchronisation achieved.
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lnajr02
Recognised Expert
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Message 2 of 5

Re: Whole home discs dropping frequently,daily - kids got online exams looming. Anyone help?

Assuming its Whole Home Wi-Fi the original, have you checked that all the discs have firmware version v1.02.11 build02 on each disc.

Then using the App, send a problem report to the Helpdesk, open the App, <HELP>, < EMAIL>, SHARE and send the email to them.
Try to have a few days’ data in the logs.
And If possible give them the time the problem was observed, and any details like the last time you power reset the discs etc.

When you say the disc dropping connection, is the HUB Wi-Fi still connecting and is it just one device or all devices that have lost internet connection.
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camper
Aspiring Expert
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Message 3 of 5

Re: Whole home discs dropping frequently,daily - kids got online exams looming. Anyone help?

Thanks Injar,

yep, original Whole Home, all discs on latest firmware. 

Hub wifi is switched off permanently, but there appear to be no problems with hub itself. 

Typically, the 1st disc (ethernet to Hub) goes down, then all others follow. Occasionally, they appear connected (Blue steady light) but using the app they are seen as not connected & obviously no wifi output for devices.  

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lnajr02
Recognised Expert
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Message 4 of 5

Re: Whole home discs dropping frequently,daily - kids got online exams looming. Anyone help?

The next time the problem is observed, make a note of the LED on each of the discs, confirm that the Internet is being provided by the HUB and then forward the logs to the BT Helpdesk.
you said "Typically, the 1st disc (Ethernet to Hub) goes down" what do you mean the HUB link is lost and the first disc is going RED. also how is the problem recovered are you power resetting or is it just reconnecting ?

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camper
Aspiring Expert
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Message 5 of 5

Re: Whole home discs dropping frequently,daily - kids got online exams looming. Anyone help?

1st disc remains solid blue ( more often than not) during these episodes , I can think of perhaps two occasions out of 20 -30 where it may not have been.  To recover situation, I unplug all power to disc 1 & ethernet / Broadband connections, leave for 30 seconds or so , reconnect  ethernet/broadband cables & power up disc.

Thinking out loud, I believe all this started after firmware upgrade which was late March?  

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