New issue - poor connection on smart hub2

[DHC123]

Over the last 10 days or so I’ve been experiencing an almost constantly dropping signal.

I’ve been through tech support and done all of the things they advise, I shared a screen with them so they could see my set- up etc.

At first they wanted to send me boosters but told me I had to renew my contract to be sent the boosters. In 10 years of living at the same property I’ve never needed boosters.

I phoned again as the results of the self test on their website continually showing poor connection.

They then agreed to send a new hub.

All seemed ok for a bit but now signal is dropping again and I am getting the “poor connection” message when I do the self test.  So the new hub hasn’t solved the problem  

I’m not in contract so could switch but if this is some sort of infrastructure problem that won’t help.

Anyone experienced the same and have any advice?

[gg30340]

It might be this that is causing the problem.

If you have any wireless devices that use "random MAC addresses" go into their settings and turn it off.

See link. https://support.apple.com/en-gb/guide/security/secb9cb3140c/web

When its turned on it uses up all the MAC addresses on the hub and due to poor software on the hub it does not clear them and as a result devices can get dropped.

If you don't have any Apple devices it is worth checking your other devices as other devices also use this.

[DHC123]

Thanks.

I’ve read the link you provided but can’t find anything in settings on my Apple devices that I can switch off relating to randomised MAC addresses.

I’ve had the devices quite a long time and this is a sudden, new problem with the broadband  

[gg30340]

If you do an Internet search of how to turn off randomised MAC addresses for you device you will find plenty information how to do that.

It may have been turned on with a recent update. It may not be what is causing the problem but it will do no harm to try it before trying other fixes.

[licquorice]

Does your hub change colour during the drops or does it remain blue?

[DHC123]

Remains blue.   When BT test it their end they say speed are fine etc

[DHC123]

Ok thanks.   Will have a look online

[DHC123]

I tried the wi fi thing re randomised MAC addresses.    That made no difference.   I’ve booked another call with BT this morning.

This is the result I get from the fault finder on the new hub.  Same as on previous hub

“we’ve found a problem

you might have some connection stability issues

your hub could be in sync with the exchange or cabinet but not connecting to the gateway.  If there’s no PPP session it’s likely to be a problem with out network”.

anyone know what a PPP session is?

[licquorice]

Point to point protocol, it is the underlying network protocol. 

[JohnD416]

@DHC123 @licquorice  I have the same issue.  Since 28 October, I have had my Full Fibre  FTTP 300 service drop out randomly and without notice or a message.  Service just slows and then stops with a "No Internet access" mesage associated with my Smart Hub 2 connection on my PC.  I just had this again, the 6th occurrence including the 28 October incident.  The Hub and WiFi discs lights remain Blue.

Each time I use the 61998 BT Diagnostics Bot that does a REFRESH to restore the connection.  Other than the hub restart, the Hub and WiFi discs light Blue. This is annoying as the timing can be afternoon or evening.  

There are no household events - power outages, router movement, flooding, etc - that might impact the the target receiving units.  

The 61998 BT Diagnostics Bot suggests that it might be "the equipment in your home (your hub and WiFi)" or "the line from the network to your home appears to be performing well."

Tonight's 61998 BT Diagnostics Bot "the line from the network to your home appears to be performing well" diagnosis and the BT Guide enagagement engagement highlight a "Your Hub could be in sync with the exchange or cabinet, but not connecting to the gateway.  If there is no PPP session, it's likely to be a problem with our network" diagnosis.   An outage from 17:14 to 17:48.  Hub Technical log shows lots of PPP logs during recovery with a final entry at 17:40 :57, so there is a PPP session.

17:40:57

14 Dec. PPP: IPCP up

As our connection has come back and as this is the 6th occurrence in 48 days, I think the Power Cycle recommendation is an unnecessary and additional waste of my time and a distraction from the real problem,  

There was an OpenReach van at my neighbours on Friday.  Is the FTTP unit on the BT telephone pole shared or unique to each installation?  Could my connection have been disturbed during an installation?

The BT Guide report of the problem could be more specific and helpful.