Ongoing Issue: Broadband connectivity - losing access without a router fault or total disconnect

[PaulJackson7]

Hi,

(FYI I have Fibre with BT Halo 3 and a SmartHub 2

so this is an interesting one...we're regularly (4-5 times a week) losing access to websites / cloud etc at (typically) around 11am...this isn't indicated by any visible errors on the router and ONGOING ACTIVE connections (ie teams call, streaming) isn't interrupted, but all new activities (web visit, access clous storage etc) refuse to work until we reset the router.

A support call / chat session led to a factory rest of the router (and line?) to "remove static" (yes really!), but surprisingly this hasn't resolved the problem...any ideas? Could this be DNS related? I have full router logs from when these issues happen, but they dont really make much sense to me.

Thoughts appreciated

Paul J

[imjolly]

when you say you have fibre is that fibre to the home (FTTP) or is is fibre to street cab and copper to home (FTTC)?

if teams and streaming continue to work then you obviously still have an internet connection is the by ethernet or wifi?

[PaulJackson7]

Fibre to the cab...FTTP isn't an option where we live.

Yeah, there is obviously some form of ongoing 'connectivity', but new activites (web, cloud, teams, streaming) fail to load up.

Both ethernet and wifi connections are effected, the majority of what we use in anger is on Ethernet, but my laptop is often wifi only and that is hit exactly the same. Additionally, its MULTIPLE devices (ie both my partners laptop, my laptop and my desktop are all similarly hit)

[licquorice]

Definitely sounds like DNS problems.

It might be worth changing one of your devices to Google DNS and then seeing if only the device using BT DNS is affected.

Unfortunately it is not possible to change DNS servers on the BT hub 

[TimCurtis]

@PaulJackson7 

Do you have a lot of mobile devices that keep connecting/disconnecting by any chance?

If so check check whether they're using "Private Addressing" for wifi as this will fill the DHCP table and the SmartHubs aren't good at clearing this down , thus preventing new connections , which only a reset will clear.

[PaulJackson7]

(sorry about the delay - this only happens during a working day -- that we notice -- and I'm rarely here to have a tinker!)

No more than usual I suspect (2 phones, tablet, 3 random voice assistants)...most of my devices are wired (desktop, xbox, PS5, Sonos speakers etc).

Just replying to another thread - it seems to be DNS issues. swapping DNS to Google (8.8.4.4) on a device fixes the issue.

Not sure if this means the router is somehow flaking out, or its a network issue - thoughts on any reason not to just leave the DNS setting pointed to Google / public DNS?

[PaulJackson7]

(sorry about the delay - this only happens during a working day -- that we notice -- and I'm rarely here to have a tinker!)

Yes it seems to be DNS issues. swapping DNS to Google (8.8.4.4) on a specific device fixes the issue.

Not sure if this means the router is somehow flaking out, or its a network issue - thoughts on any reason not to just leave the DNS setting pointed to Google / public DNS (privacy aside)?

[licquorice]

Yeah just leave it at Google or any alternative DNS.