BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

[smiler44]

As per title, my BT Hub remains Blue but I have "no" internet via cat 5 cable or wi fi.

I say no internet, only the Alexa works, mobile phones, BT set top box and laptops all say no internet. A reason I was given for Alexa working, is that the hub is holding on by its finger nails and Alexa can work on a poor wi fi signal.

The other items think that due to the signal being so bad, that there is no internet.

If I reboot the hub wi fi/internet works as it should.

I have had some 5 or 6 visits shared between "EE" and Openreach. EE can't find an issue, Openreach found an external and internal issue but I am still having the same problem.

EE's attitude is put up with this or leave.

Openreach on last visit claimed to have found a fault and tried to fix it and I believe them. EE however are telling me the notes say no fault found.  Openreach said the issue was noise. The hub was temporarily moved to about 8 feet from the incoming point and all other internal wiring was I understand disconnected but it has made no difference.

EE do confirm I lose internet.

Can anyone shed any light of why the hub does not give out full internet once I lose internet, unless it is rebooted ?

EE have advised this is the last time they will ask Openreach to visit and so as it stands, it is put up or leave. Fantastic attitude from EE.

This is an intermittent fault.

smiler44

[WSH]

You say no internet via cat 5.  If that truly is cat 5 then the cable is obsolete.  Cat 5e should be OK, however.

What do the stats on the SH2 say about the connection?

Edit:  We need to determine if it is the broadband connection playing up or the wireless.  They are two separate things.

[TimCurtis]

@smiler44 

What package do you have?

What port(s) are your wired connections plugged into?

Do any wifi devices not work as it seems only an issue for hardwired devices?

Explain your setup , as in using powerline adapters, 5/8 port switches etc.

[licquorice]

@smiler44 Not sure why you are posting on a BT forum if you are an EE customer, they have their own forum.

[smiler44]

It is a BT hub and I thought there may be someone here that may know.

smiler44

[smiler44]

No powerline adaptors as far as I know.

Only the Alex works by wi fi when internet goes down. BT set top box and laptops wont work via wi fi when internet goes down but hub is still blue.

When a desk top and BT set top box were hard wired, they did not work when internet went down but hub was still blue.

Basic TV package

ports? I dont recall which ones we used but we probably tried different ones on the BT hub

smiler 44

[smiler44]

How on earth do I reply and quote?

This will become difficult if I post answering questions as no one will be able to work out what on earth I am replying to.

WSH asked/said

You say no internet via cat 5.  If that truly is cat 5 then the cable is obsolete.  Cat 5e should be OK, however.

What do the stats on the SH2 say about the connection?

Edit:  We need to determine if it is the broadband connection playing up or the wireless.  They are two separate things.

Alexa works so I assume it is what ever the hub sends out?

SH2, sorry I have no idea what SH2 is.

cat5 or cat5e, sorry I dont know I did not install it but I have a cat5 e cable that ran across the floor to a desk top for a while and that did not work either.

smiler44

[gg30340]

To quote click on the the reply button of the post you want to reply to then in the menu bar select the  ''  button. It will place the select post in the reply box and you reply below that.

[WSH]

Sorry, SH2 is Smart Hub 2, the hub you suggested you had.  As Licquorice said, if it’s an EE hub you’d be better on their forum as they are more familiar with their equipment/systems.

It sounds like the broadband connection rather than the Wi-Fi.  Strange the SH2 remains blue though.  As I said, the statistics from the hub will help.  Particularly the uptime, data rate, max data rate, noise margin and attenuation figures.

[licquorice]

SH2 is your hub.

You need to post the stats from Advanced settings> technical log> information 

Regardless of where the problem lies, it is an EE problem not BT. Hence the EE forum is the appropriate place to post