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Danny90ize
Beginner
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Internet Drops but connection to router is good

Strange issue here that BT cant seem to fix, hoping someone here will have an idea. Internet drops out but router is fine, blue light on, still connected, yet no internet, if you manually disconnect and reconnect to router internet is working again, this happens on all devices. BT have been out and tested house - fine, tested cabinet -fine, and replaced router just to be sure, but same issue, they also replaced the box in the house router connects to. 

Now if you use the internet for web browsing and simple (not heavy bandwidth) tasks seems fine, but if you game it drops out, if you stream videos/films it drops out. I have disabled all firewalls etc to see if that was the issue but still happens. Its almost like it gets overwhelmed and cant cope. 

Hoping someone here might have an idea whats wrong cause its been this way for years. 

 

Thanks in advance.

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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: Internet Drops but connection to router is good

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

are you using wireless or ethernet when you get the problem

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

have you turned of smart setup  

Turn Off smart setup

have you made sure web protect is not active in MYBT

Someone may then be able to offer help/assistance/suggestions to your problem



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