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Mellowzz
Beginner
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Message 1 of 16

Bt Infinity 2 Internet Disconnection

Hi, I've had Bt Internet since 2pm friday 21/11/14.

 

ever since it was connected it has just connected me to the internet then disconected every 30secs-1 min.

 

my desktop is wired in and have also tried wireless i have my laptop wireless that is also doing the same.

just to confirm the router stays on and doesnt change colour but the actual internet connection drops.

 

Wireless speed is 45-50 mbs

 

wired is 70-80mbs so pretty normal there anyone have any ideas or is it just a fault?

 

PS. i am aware of a 'settling down' period but this is just flat out useless 

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Distinguished Guru
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Message 2 of 16

Re: Bt Infinity 2 Internet Disconnection

Can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254

Lines 1-13 will be enough

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Mellowzz
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Message 3 of 16

Re: Bt Infinity 2 Internet Disconnection

1. Product Name: HomeHub5
2. Serial number: +076284+1431006943
3. Firmware version: v0.07.01.0235-BT (Type B) Last updated [Unknown]
4. Board version: 01
5. VDSL uptime: 0 days, 03:37:30
6. Data Rate: 19999 / 79987
7. Maximum Data Rate: 25880 / 80081
8. Noise Margin: 14.8 / 6.2
9. Line Attenuation: 0.0 / 11.6
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 54.8 MB / 1.6 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: No
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Distinguished Guru
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Message 4 of 16

Re: Bt Infinity 2 Internet Disconnection

That says it's been up for 3 hours 37 minutes.
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Mellowzz
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Message 5 of 16

Re: Bt Infinity 2 Internet Disconnection

Yes the wireless connection or hub has been, but the 'internet' connection keeps dropping out
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Distinguished Guru
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Message 6 of 16

Re: Bt Infinity 2 Internet Disconnection

The VDSL uptime is actually the connection to the cab. Can you give a bit more detail of the symptons of the "internet connection dropping out" please?

If you open a command prompt and do
ping -t bbc.co.uk
does that keep dropping out?
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Mellowzz
Beginner
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Message 7 of 16

Re: Bt Infinity 2 Internet Disconnection

for example me reloading this page alot of the time it wont work due to 'no internet connection'

on a video it keeps stopping on my task bar the 'wired' connection will keep disappearing

if i log onto a game it keeps d/c

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Distinguished Guru
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Message 8 of 16

Re: Bt Infinity 2 Internet Disconnection

I suggest you try a factory reset of the hub
http://bt.custhelp.com/app/answers/detail/a_id/11386/~/how-do-i-reset-my-bt-home-hub-to-its-factory-...

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Mellowzz
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Message 9 of 16

Re: Bt Infinity 2 Internet Disconnection

I completed that task earlier.

ok so i ran the ping test it timed out once and it froze a few times but other than that it was ok on the wireless connection

on the wired connection I got 4-6 general failures as I do when I'm surfing the web.
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Mellowzz
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Message 10 of 16

Re: Bt Infinity 2 Internet Disconnection

ok here's a weird twist, the wireless connection seems more stable than the wired.... and I reconnect quicker?
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