Recent issues with connectivity Fibre to premises

[Burmey]

Hi there. Thanks for your answer :I think I know what you mean so I won't do that.

Yesterday BT open reach tech help attended and they said that there's nothing wrong with the way I'm using the kit and all my cabling is just fine. 

He did say that he thought it was the router that was at fault ( he tried a few things to come to this conclusion) and said he'd get one sent to me through the post . Hopefully it will turn up shortly. 

[Burmey]

UPDATE

I'm still having issues.

The engineer came out. Checked all connections internally and the way I had set up the kit. Noting untoward there. 

He thought it was the Hub that was at fault so he organised for a new one to be sent to me. All set up and running ok for a few days, but now it's doing the same thing again.

When this happens all lights show and look like everything is connected ok. It's not just wifi but ethernet also gets stuck until I reboot the Hub. 

Any further ideas please? This full fibre worked seamlessly for 9 months until about a month ago. The only thing that I can see locally that changed was that a neighbour had a cable fitted for full fibre around the time this started to play up. Could be nothing but now clutching at straws.

[Burmey]

@licquorice  I still need some help please. The internet /fibre has gone down and needed rebooting twice today (once around 9am and the next time around 4pm). I have someone trying to work from home and another who wants to but this issue is stopping them from being able to feel confident about the ability to do Teams calls from home. Our phones keep defaulting to 4g. This isn't sustainable.

The other additional point is that rebooting the hub works each time without fail.

[licquorice]

There is something odd here.

Can you draw a schematic diagram of all your devices and connections please? It might shed some light.

[Burmey]

Hi there - I'll give it a go. It worked absolutely fine for 9 months though so I can't see what could be wrong here.No new appliances, phones or pieces of equipment internally . Could the installation of a neighbour's fibre have possibly caused any issue do you think ? I will do what you say re the connections etc, but the engineer ( and the Open reach installation engineers last year ) thought it was all fine.

[tonysmini018]

It sounds like you may have something maxing out the upload, that causes issues similar to those you are having.

Have a look in the routers hub manager, go to devices and see if any of them have a large upload quantity.

I found my daughter’s laptop would cause problems and she set hers to sync back-up all her data to her cloud storage at 8pm. Rather than just doing what had changed it was doing about 700 gig of movies, photos and her uni work every night.

[Burmey]

@tonysmini018   what would you consider high? Would a Mac backing up cause this? The back up does cause my Mac to slow down substantially, so I'm wondering if that could do that to the network too? 

We have one very active port on the hub because it connects all the rest of the equipment in the house (can't be avoided unfortunately and has been like this since the full fibre was installed last May) but I can't think of anything else that could tip it over the edge. Unless it's my daughter's work lap top itself...but again, depends what you consider high or above normal?

It seems the highest upload is my iPhone at 260mb. There's nothing uploading gigs at the moment anyway. I can't tell what is happening when the internet goes down because it won't even let me see the hub stats when that happens.

[Burmey]

I think you might be on to something here ; it only seems to do this when my daughter is working from home. Could be a coincidence and that's when we notice because she HAS to have good connections or it could be there's something going on with her computer....

[tonysmini018]

Sorry, I thought I had replied. Looks like it’s your daughter’s laptop then. It’s likely doing a cloud backup or syncing data for her work.

Get her to check it and see if the back up can be paused or done at a different time. (Jen used to switch hers on when she got up and it would be done by the time she had breakfast and got dressed).

[Burmey]

Just a quick update for anyone interested.

This issue IS related to my daughter's work lap top but it's the compatibility with BT hub that's the particular issue. I think it must be something to do with some sort of upload/antivirus/vpn that doesn't work with BT. 

Whenever she's working from home it seems to do this within 5-15 minutes of turning the laptop on and again at least once more during the day.What happens is that all major connectivity drops within the house - all lights still on the hub are good and some notifications on phones and Alexa for instance still seem to work. Googling does not, opening apps doesn't work and emails can't be downloaded. Her own work laptop stops connecting too. Even waiting it out doesn't work so we've resorted to turning the hub off and on again to resume connectivity. This messes everything in the house up, but it's necessary.

The reason we know it's her lap top is that she only has to work from home 3 days per week (the only times it does this) and it's peculiar to the BT hub because the she works from her boyfriend's in another county, but also on BT, it does it in his house too. It is a brand new lap top and her work colleague doesn't have the same issues with a different internet provider. She's checked with the company IT Department and they are baffled as have never heard of this before. It also doesn't seem dependent upon whether it's connected directly through ethernet or just wifi.

If anyone has any solutions regarding this or anything helpful then please go ahead as I'm so frustrated but it.

Also , I did wonder if turning the hub off and on again has any detrimental effect upon longer terms speeds in the way that going the on the old fttc did? we have fttp.