'No Internet' page

[pk46]

Hi Guys

My internet regularly disconnects and comes up with the 'No Internet' page. I've contacted BT 

Customer Service, they tried several things, still the same issue.

My neighbour had scaffolding erected to do some work on their  roof. The scaffolders trapped the wire that goes from the pole to the house. So were as it was fixed before, it is now flapping in the wind. Could this be causing my problems?

It won't bother my new neighbour. 

Thanks in advance.

[NeilO]

@pk46 welcome to the community and thanks for posting. I'm sorry to see you're getting a no Internet error, when this happens do any of the lights change colour on your Hub?

Please can you post your router stats and we'll take a look? 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.

Thanks

Neil

[pk46]

Hi Neil

I'll do this next time, I get the 'No Internet' page. 

As the Technical Log, doesn't go that far back.

Best

PK46

[licquorice]

It's the information page that's been requested, not the event log.

[pk46]

roduct name:

BT Hub 6A

Serial number:

XXXXXXXXXXXXXXXXXXXXXXXXXX

Firmware version:

SG4B1000E081

Firmware updated:

27-Feb-2023

Board version:

1.0

Gui version:

1.126.0

DSL uptime:

4 Days, 12 Hours 0 Minutes 41 Seconds

Data rate:

19.59 Mbps / 65.67 Mbps

Maximum data rate:

19595 / 67051

Noise margin:

6.1 dB / 3.3 dB

Line attenuation:

41.9 dB

Signal attenuation:

29.2 dB / 41.9 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

7 GB Uploaded / 233 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

XXXXXXXXXXXXXXXX

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

XXXXXXXXXXXXXXXXXXXXX

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

XXXXXXXXXXXXXXXXX

Software variant:

-

Boot loader:

0.48.8-sec

[pk46]

The Hub is in another room, so can't see how they change. 

[licquorice]

The stats would appear to show there is no problem with your line. If you were getting constant disconnections, DLM would have increased your noise margin and reduced your speed. The line has not been disconnected for 4 days.

How frequent are your problems?

[pk46]

Twice a day,  I have to log out of the laptop, then I'm up and running again.  

It disconnected earlier today.

09:46:46, 26 Jun.

:DHCP Confirmation of Request

09:46:45, 26 Jun.

wl1:A WiFi device <XXXXXXXXXX> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

09:46:43, 26 Jun.

wl1:Device <XXXXXXXXXXX> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

[licquorice]

Its not a line problem its a wifi problem.

Do you get the disconnections with an Ethernet connection?