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tomwalsh77
Contributor
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Message 1 of 13

BT SmartHub keeps dropping internet connection

Hi all,

my internet connection keeps dropping, probably about 3 or 4 times a day. Firstly, devices connected via wifi lose connection. When this happens, I can see the my wifi in the list of networks on my iphone and when I tap on it to join it, it gives a 'wrong password' error even though the password is correct. After 10-15 minutes the SmartHub restarts itself and all devices can connect again.

This is a fairly recent problem after having no problems with the smart hub since I got it when it was released, so not sure if this problem happenend after a firmware update (just speculating). Can anyone offer any advice on how i can fix this?

Thanks 🙂

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Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: BT SmartHub keeps dropping internet connection

Have you tried a factory reset to ensure the firmware update installed correctly - press the recessed button on the back and hold until the lights flash about 20/30 seconds. If you do factory reset remember turn off smart setup

can you post stats from hub. Advanced settings then technical log information 



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tomwalsh77
Contributor
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Message 3 of 13

Re: BT SmartHub keeps dropping internet connection


@imjollywrote:

Have you tried a factory reset to ensure the firmware update installed correctly - press the recessed button on the back and hold until the lights flash about 20/30 seconds. If you do factory reset remember turn off smart setup

can you post stats from hub. Advanced settings then technical log information 


Hi,

yes I’ve done a factory reset but the issue remains. Below is the technical log information as requested:

Product name:

BT Hub 6A

Serial number:

+084319+NQ61931740

Firmware version:

SG4B1000B540

Firmware updated:

29-Mar-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 4 Hours 58 Minutes 22 Seconds

Data rate:

20.00 Mbps / 74.00 Mbps

Maximum data rate:

22922 / 76098

Noise margin:

6.6 dB / 6.5 dB

Line attenuation:

17.7 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

18263 MB Uploaded / 19941 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-GZPM

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-GZPM-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

90:4D:4A:08:19:05

Software variant:

-

Boot loader:

7.33.1

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Distinguished Sage
Distinguished Sage
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Message 4 of 13

Re: BT SmartHub keeps dropping internet connection

Normally with that number of resets per day I would have expected your noise margin to be high and your connection speed well below the attainable speed - it's not in your case they look ok

have you tried quiet line test. Dial 17070 option 2 should be quiet and best done with corded phone

have you tried using the test socket with a filter to see if that stabilises your connect by eliminating your internal wiring



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tomwalsh77
Contributor
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Message 5 of 13

Re: BT SmartHub keeps dropping internet connection


@imjollywrote:

Normally with that number of resets per day I would have expected your noise margin to be high and your connection speed well below the attainable speed - it's not in your case they look ok

have you tried quiet line test. Dial 17070 option 2 should be quiet and best done with corded phone

have you tried using the test socket with a filter to see if that stabilises your connect by eliminating your internal wiring


I haven't yet tried the quiet line test and to be honest I'm not exactly sure what it is. We don't even use our phone for phone calls so will have to borrow a phone from someone. 

I haven't tried the test socket with a filter, again I'm not sure what you mean by this. Can you please explain in layman's terms?

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tomwalsh77
Contributor
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Message 6 of 13

Re: BT SmartHub keeps dropping internet connection

Update:

I've just done the quiet line test and it was indeed quiet with no crackling so I'm thinking the line is ok?

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tomwalsh77
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Message 7 of 13

Re: BT SmartHub keeps dropping internet connection

If anyone could shed some light on why my internet might be dropping out, I’d be extremely grateful. There seems to be a lot of problems with the super hub looking around on the forums, perhaps it’s some kind of hardware fault?
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Distinguished Sage
Distinguished Sage
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Message 8 of 13

Re: BT SmartHub keeps dropping internet connection

Have you tried using the test socket to see if that stabilises your connection by eliminating your internal wiring 

test-socket-thumb.jpgtest socket.jpg

the black arrow shows test socket in above socket

can you post stats from new hh6 

i use a hh6 and have no problems. There are 1000's in use and it is only people with a problem who post here. Very seldom does anyone post saying hub works ok



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jstephenson
Newbie
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Message 9 of 13

Re: BT SmartHub keeps dropping internet connection

I’m experiencing the same, I’ve had the Smart Hub for a long time with no problems, but over the last three days it’s been horrendous, BT have been no help at all!!
Blue_star
Beginner
3,265 Views
Message 10 of 13

Re: BT SmartHub keeps dropping internet connection

Glad I’m not the only one. Internet has been terrible this week keep dropping out and low bandwidth (with no other devises using it)

I wonder if it has aneything to do with the new fibre product they are currently peddling??