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pompey1898
Expert
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Message 11 of 53

Re: Persistent disconnects

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Hi @imjolly,

An update.

Rang faults on Sunday and spoke to David in Liverpool who, on the face of it, seemed very capable. He spent quite some time on the phone with me but was unable to access my account to look into the fault.  He asked his manager to try and he could not either.  They also tried Middlesborough but gain they too failed.  He eventually said to leave it with him and he would ring me back after 1pm today.  No call back so far.

I received an email from the person I have been in contact with online who again said they had rung me but no call was received.

Moving on to today. I lost internet connection for about 10 minutes from 16:28.  The hub remained blue throughout.  Whilst typing this message I lost internet connection, with the hub again remaining blue.  Luckily I copied the message into Word to complete this message.  The hub is still blue but no access to the internet, or the HH6, until 17:01.

The hub shows no disconnection for the last 2 days,11 Hours33 Mins

What the heck is going on please ?  Do I need mod assistance ?

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Message 12 of 53

Re: Persistent disconnects

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Faulty home hub maybe?

pompey1898
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Message 13 of 53

Re: Persistent disconnects

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Hi @Keith_Beddoe,

I wondered that.  What would be the tell tale sign to point one in that direction, or is there some test to prove the point please ?

I do have another HH6 but am reluctant to swap unless it is absolutely necessary, as it will require resetting several devices.

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Message 14 of 53

Re: Persistent disconnects

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If you have another HH6 can you not change its SSid and wireless password to be the same as your present one and that would save you having to change all your devices.

You should be able to do that on the "new" HH6 prior to connecting it to the phone socket by switching it on and connecting it to your computer by Ethernet and accessing the settings. Once you have changed them you would then just replace the "old" one and your devices should connect.

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Message 15 of 53

Re: Persistent disconnects

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Swapping it out, would be the easiest option, as there could be an intermittent component failure inside the one you are using at the moment.

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pompey1898
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Message 16 of 53

Re: Persistent disconnects

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Hi Guys,

The HH6 I said I had can't be found.  I suspect my wife or I threw it out somewhen in the last 4 months.

In any case it was the one which I replaced, back in August, with the current one to see if it cured the disconnects, see :-

https://community.bt.com/t5/BT-Fibre-broadband/Daily-disconnects-and-sporadic-slow-speeds/td-p/18594....

 

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Message 17 of 53

Re: Persistent disconnects

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Without another router to try, its going to be difficult to prove. The home hubs do seem very sensitive to line conditions, even the slightest bit of noise seems to force a retrain. I suspect the reason is that it has an open profile, as it has to look for all possible connection types.

Third party routers normally allow you to specify the connection profile, so if it disconnects, it knows what to look for.

The issue with a blue light, and no Internet connection, seems common with the home hubs.

Here is one example https://community.bt.com/t5/Home-setup-Wi-Fi-network/HELP-HH6-blue-light-but-no-internet/td-p/188242...

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pompey1898
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Message 18 of 53

Re: Persistent disconnects

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Hi @Keith_Beddoe,

Many thanks for your reply and suggestion.  However, I am reluctant to fork out for a third party router and then find, as suggested by @imjolly and others, it is in fact a line problem and I am still stuck.

Never got the promised phone call from David in Liverpool yesterday so I will try 151 again and if that fails could you request mod help for me please ?

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Message 19 of 53

Re: Persistent disconnects

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@pompey1898 wrote:

Hi @Keith_Beddoe,

Many thanks for your reply and suggestion.  However, I am reluctant to fork out for a third party router and then find, as suggested by @imjolly and others, it is in fact a line problem and I am still stuck.

 


Most places, like Argos, allow you to return a product within 30 days, which would be plenty of time to prove whether ita a line issue. It depends on how quickly you want to prove the fault.

Howerver, I will ask a moderator to look at the line performance.

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Moderator
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Message 20 of 53

Re: Persistent disconnects

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Hi @pompey1898,

I'm sorry you haven't received your call back. I'd be more than happy to take a look at your connection and run a few checks on your line. Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

Community ModeratorPaddyB
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