Intermittant 'Connected no internet' issue for over 1.5 years! Blue lights stay on.

[Caz321]

Hi again, sorry to say we have had the same problem again today, around 3pm. Since my last message one of the days we had a lot of lag and I noticed on the hub manager it said Active for public wifi even though we had opted out for the hotspot. I noticed EEwifi and EEwifiX with full signal on the list of available connections so I turned off the hub, only a low signal one remained. I turned it back on and they were back. I tried to look to opt out but it just gave me the option to sign up. BT suggested I sign up and then opt out and then reset the hub. I did that and it is now correctly inactive.

This means the hub has now been fully reset. Everything seemed ok then today I was on zoom chatting on my laptop and suddenly my internet page wouldn't load but zoom was fine. I tried other browsers and phone and it then did the usual, connected no internet. My husband was playing fortnite on the PS5. He was able to carry on for a while but after he died he couldn't connect. Somehow I was able to continue chatting live on zoom on my laptop for at least another 10 minutes before my sister had to go anyway so I don't know if it would have continued. The connection via zoom was good, no stuttering or lag or anything. I don't know how but it was using the wifi even though my browsers and phone wouldn't load pages. As usual the 2 Ring cameras continued to record and the blue lights on the hub were still solid. Also I could get onto the Hub Manager and it was showing that my items were connected (other than a couple of items that were meant to be off). I tried typing in ipconfig/release and then renew on my laptop to see if that would allow me back on. It didn't (although I only tried closing my browser and reopening, I didn't restart my laptop). Just to add that playing fortnite and zooming at the same time or streaming is normally no problem. We do have good enough speeds. This problem is very random and can be when one of us is on something alone, just simple browsing or like today more intensive use. Also it can be any day of the week or time, I haven't found any link to what we are doing at the time, the day or time of day etc. Since resetting the hub I have identified everything now connected to it and there is nothing showing that shouldn't be there.  Some of our items alternate between the main hub and the disc but mainly it is only the ring doorbell that connects to the disc. If it's helpful for me to screenshot anything please let me know (and let me know what information to cover up please).

I don't really know much about the technical log but I have noted a few things around the time the problem happened today. I don't know exactly when the problem happened as the zoom continued to work but definitely around 3pm I noticed it.

2.05pm - it looks like I turned my Nintendo Switch.

2.18pm - SIP registration success (I don't know what that is).

2.31pm the Nintendo again.

2.33pm - DoS(UDP Loopback) (I don't know this either but it doesn't sound good)

2.39pm Nintendo again.

2.41pm - SIP send subscribe, then SIP recv 200 subscribe (I left out the numbers). I read this could be to do with the phone? We are on digital voice and have an old landline (not digital) plugged into the hub that we were told is ok still to use and it works. We also had an old BT one plugged in before, but swapped to this one so that's 2 different phones plugged in and working over the period of the problems. No one touched the phone so I don't know why this entry is there.

Before restarting the router but after the problem, there are quite a few deauth, dissassociate etc entries as well as connected and  associate even though our devices would still not allow us on the internet. Some is my mobile which I did turn off the connection but we didn't turn anything else off. There are also quite a few LAN add arp and del arp as well as LAN IPV6 neighbour dicovery neighbor solic etc. I have seen these before but there are quite a few of them.

I restarted the hub at around 3.38pm. There is a lot there on the log and I don't know what's normal but I note the following:

3.39pm - Has a problem to connect to SAAF framework (4 times).

4.12pm - port forwarding rules.

I would really appreciate any more advice, this is driving me and my husband crazy!

[Leanne_T]

Hi there @Caz321 

Thanks for coming back to the community. 

I'm sorry you've had the same problem again, if this is ongoing since you posted over the weekend, please get back in touch with our broadband tech guides. They can get the connection looked into and see what may be causing this to help you get this sorted. 

Let us know how you get on 🙂

Leanne. 

[Caz321]

Thankyou for your suggestion but I have been on numerous chats, phone call and had 2 BT engineers out already and no one can solve the problem. I am looking for help on here as there seems to be a wide knowledge, hopefully someone can work out the problem.

@gg30340 @iniltous would either of you have any other suggestions please? It would be appreciated. Thanks, Carolyn

[iniltous]

As you have had the hub replaced that should eliminate that as the potential issue , but if it’s not Mac randomisation it’s difficult to image what the problem can be , especially when some things already connected continue to work while others devices report connected but no internet access , and the hub itself stays connected through out , not just to the Openreach equipment but to BT (as witnessed by the blue light on the hub )
Something to possibly request ( but not particularly hopeful it’s that ) ask for a ‘lift and shift’ , basically move your connection within the FTTC ‘cabinet’ , so you in effect change your Openreach ‘path’ into BT , but that’s really only something like the router being changed , it’s eliminated from the list of things to it possible to change until sufficient things are replaced that the issue goes away ,.

I suppose a single action that may simultaneous replace /reset most things is ask if a change to EE is possible (without any early leaving penalty etc ), if that suits your situation.

[gg30340]

When the drop out happens, if you have any Ethernet connected devices do they also drop out or is it only with wireless devices?

If it is only wireless devices it may be that too many users are on the same channel so you could try selecting a wireless channel instead of letting the Smarthub use the "smart wireless" channel selection.

To do that you should download a Wifi Analyser app onto your phone and use the scanner. It should show all the wifi signals and what channels they are using.

Take a note of the channel that has the least number of users then go into the hub's settings and click on the Wireless section and then enter your "admin password" which will open a new page. Select 2.4Ghz and click on "Change Settings" and at the channel section click on the Channel that is showing and change it to the channel that your scanner was showing with the least users.

You can also change the 5Ghz but because its range is so short it does not become too congested with other users so I would not bother about that one.

Click "Save" then come out of the hub's settings.

[Caz321]

Thankyou both for the suggestions. We have open reach coming on thursday, I'm going to mention the lift and shift to them. If we don't get anywhere after their visit and it still reoccurs, I will then try the channel scanner suggestion. Then if all else fails I may well suggest swapping to EE, I know they wanted to swap us before but at the time it was easier to just stay with the same account. They also had said we would all get swapped eventually so I don't see that it could hurt! Thanks again to both of you for your help. It really is appreciated. @gg30340 @iniltous 

[Caz321]

@gg30340 @iniltous It seems Openreach came today, we didn't get any contact from them so went on BT chat and they said the person had been already and fixed something, apparantly an issue with the nodes? I don't know if they got told the full problem we've been having, I thought we would get to speak to the person but maybe this is normal. The BT person also said there was a network fault and high radius count which is no longer visible. I don't know if that was the openreach person saying that or if it was the BT person seeing that, and if that was just showing today which could have been the openreach person doing whatever they were doing, or if it's something that's been showing for a while but no one has mentioned that previously. So we've had another reboot of the hub and we'll see what happens! Fingers crossed!

[allofthecornishes]

Maybe try setting all devices to use fixed ip addresses?