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

[gg30340]

@WSH 

The flaw with that is that the OP is using the same equipment as he was prior to moving to EE and MAC issues were not a problem before the move.

[smiler44]

@imjollywrote:

@smiler44 

@licquorice   told you in post 10 where to find the stats to post

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

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Sorry, I missed the instructions on finding the technical log

[smiler44]

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@iniltouswrote:

If the hub light remains blue and Alexa still works when other devices both wired and wireless fail to establish a connection, you still have internet access , so the title of the post is potentially a little misleading, and FWIW , whoever said Alexa works because the internet is ‘hanging  on by its fingertips’  is talking nonsense.

Do you primarily use Apple products  and have them set for MAC randomisation , this is supposedly useful in anonymising your presence online ? , if you do , apparently ( I’m no expert) it can in effect cause  the router to run out of MAC addresses, causing the router to ‘hang’  until the router is rebooted….

https://www.google.com/search?client=safari&sca_esv=263c4f41ea5f1746&hl=en-gb&q=is+there+a+problem+w...

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No, we do not have Apple products. 

smiler44

[smiler44]

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@gg30340wrote:

This thread is pointless because as already stated only EE can instigate any fixes and no one on the forum including the BT Forum moderators have access to the OP's account in order to faciltate this despite what the OP has said about it all being one company.

EE have already stated they will not send out another engineer or do anything other than release from contract. The only option for the OP is to raise a complaint with EE then ask for a Deadlock letter then complain to the Ombusman but in the end the option to the OP from the Ombusman will no doubt be what EE have already offered.

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I think you are misunderstanding my post. I am not asking anyone to arrange a fix. I am asking if anyone may know what the problem is.

If 10 people replied they had experienced the same problem and changing the hub cured the problem I would contact EE and put it to them.  I have no idea what the cause  is or how to solve it.  Leaving EE would be a problem, I don't think there is any other line plant in the area so any other service provider would be using Openreach and then there is the issue of my email address.

smiler44

[countrypaul]

Mac randomisation also appears to be enabled on W11 for certain situations/networks. By default it is normally off, but can end up enabled or example o Dell machines with USB ethernet. It can also be enabled by the user sometimes unintentionally.

Worth checking that it has not been enabled on you PCs for any reason.

[smiler44]

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@countrypaulwrote:

Mac randomisation also appears to be enabled on W11 for certain situations/networks. By default it is normally off, but can end up enabled or example o Dell machines with USB ethernet. It can also be enabled by the user sometimes unintentionally.

Worth checking that it has not been enabled on you PCs for any reason.

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I have checked our lap tops and found a setting from the Network and Internet section called Random Hardware Addresses, on both laptops this is set to off.

Not sure if that was the setting you meant.

smiler44

[licquorice]

Your broadband had a disconnection 24 hours ago, if that is a regular occurrence it is where your problem lies.

Look in the technical info logs and filter on WAN, look for DSL down events. I suspect you will find multiple entries.

[smiler44]

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@licquoricewrote:

Your broadband had a disconnection 24 hours ago, if that is a regular occurrence it is where your problem lies.

Look in the technical info logs and filter on WAN, look for DSL down events. I suspect you will find multiple entries.

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When I access the hub and [ick the Technical Log icon there are two options Information and Technical . selecting the event log I cant see anything before 13.43 today. Can you please give me guidance on how to check and what setting did you notice that said I had a disconnection.

thanks

smiler44

[licquorice]

There are multiple pages to the log (about 200 odd)  you need to scroll through.

Your uptime was only just under24 hours, ergo there was a disconnection.

[smiler44]

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@licquoricewrote:

Your broadband had a disconnection 24 hours ago, if that is a regular occurrence it is where your problem lies.

Look in the technical info logs and filter on WAN, look for DSL down events. I suspect you will find multiple entries.

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Thanks. Is this what I should be looking for?  Filtering as you say, there are 37 pages, not every line says what is below.

DSL Link Up: Down Rate=27251kbps, Up Rate=1144kbps; SNR Margin Down=3.2dB, Up=6.0dB

a bit more scroll through the pages and I found this  DSL Link Down: duration was 60005 seconds

have now found this DSL Link Down: duration was 596 seconds

Can you advise what this means please?

smiler44