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Ami
Beginner
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Message 1 of 14

broadband disconnects

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Hello, upgraded to bt plus smart hub 2 with 1 disc on 11 April, had no concerns with set up however hub is disconnecting from network 3-4 times daily
Smartware version is on recommended update : v0.12.02.11078-BT
Hub is set up in middle of house on ground floor and disc in bedroom with excellent coverage.

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Ami
Beginner
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Message 2 of 14

broadband disconnects

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Smart Hub 2 Manager



HomeAdvanced settingsTechnical logInformationEvent logThis is a list of your BT Smart Hub settings and current statistics.
Product code:Smart Hub 2
Serial number:+091298+1852005127
Firmware version:v0.12.02.11078-BT
Firmware updated:Thu Apr 11 17:12:01 2019
Board version:R01
GUI version:1.53a 29_08_2018
DSL uptime:0 days,00 Hours30 Mins29 Secs
Data rate:20 Mbps / 60.946 Mbps
Maximum data rate:24.043 Mbps / 61.567 Mbps
Noise margin:6.6 / 5.9
Line attenuation:8.7 / 14.0
Signal attenuation:8.4 / 17.1
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:42.3 MB Uploaded / 485.9 MB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BT-F9A2FF
2.4 GHz wireless channel:Smart (Channel11)
5 GHz wireless network name:BT-F9A2FF
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Hub settings are:
Wireless mode:Mode 1
Firewall:On
MAC address:44:FE:3B:F7:24:6C
Software variant:-
Boot loader: 0.1.7-BT (Thu Nov 30 09:45:22 2017)

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DavidM
Moderator
Moderator
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Message 3 of 14

broadband disconnects

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Good morning @Ami  and welcome.

 

Sorry you're having problems with the Hub 2. You've mentioned 'hub is disconnecting from network '. Do the hub lights change? Is the broadband connection dropping out?

 

Cheers

 

David

Ami
Beginner
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Message 4 of 14

broadband disconnects

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Hi David, the times when I've seen it, yes. the hub goes orange but then reconnects (turns blue) within a couple of minutes.

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DavidM
Moderator
Moderator
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Message 5 of 14

broadband disconnects

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That's interesting @Ami . Are you able to check the line for noise? Try connecting a corded phone to the test socket behind the master faceplate and dial 17070 option 2.

 

Let me know what you find out.

 

Cheers

 

David

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Ami
Beginner
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Message 6 of 14

broadband disconnects

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We don't own corded phone, is there anything else we could try

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DavidM
Moderator
Moderator
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Message 7 of 14

broadband disconnects

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Hi @Ami ,

 

You could try with a cordless phone (you'll uaually hear a dull hum when checking with a cordless) but it's worth investing maybe a £5 for testing purposes.

 

Cheers

 

David

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Ami
Beginner
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Message 8 of 14

broadband disconnects

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Hi, David,
Tried the quiet line test with a cordless phone, all I could hear was a low static hum.

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NeilO
Moderator
Moderator
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Message 9 of 14

broadband disconnects

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@Ami We'll be happy to check the line for you if you send over your details, I'll send you a Private Message with details on how you can get in contact with the mod team.

Thanks

Neil

pompey1898
Recognised Expert
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Message 10 of 14

Re: broadband disconnects

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@Amiwrote:

Hello, upgraded to bt plus smart hub 2 with 1 disc on 11 April, had no concerns with set up however hub is disconnecting from network 3-4 times daily
Smartware version is on recommended update : v0.12.02.11078-BT
Hub is set up in middle of house on ground floor and disc in bedroom with excellent coverage.


Hi @Ami ,

Don't hold your breath, because BT regard anything less that 5 disconnects a day as acceptable and will take no action.

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