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JohnMutley_65
Aspiring Contributor
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Message 1 of 5

BT Router keeps having to be re-booted

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In July I renewed my contract with BT, I did have BT Halo but wanted a cheaper deal, BT suggested Fibre for economy so I opted for that, however since then we have been plagued with broadband problems going offline and having to continually re-boot the BT router which never happened under my old contract. 

I have dated the occasions, (my wife and son have not kept records of when they have gone offline), my dates are,   13.25/27 July,   15.58 and 18.38/ 30 July,   21.30/ 2nd August,   16.30 and 19.25/ 19th August,   10.30/ 6th September, 16.25/ 11th September,  15.51/ 2nd October,    there is no pattern, it is not all at peak times, I am not a heavy user.  

Not a mega problem I know, but very frustrating and inconvenient.

Any suggestions please?

 

   

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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: BT Router keeps having to be re-booted

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 please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

constantly resetting the hub could result in DLM taking action to stabilise your line.  Is it the hub that is dropping internet connection or is it hub dropping wifi connection

 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem



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Carlusha
Recognised Expert
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Message 3 of 5

Re: BT Router keeps having to be re-booted

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@JohnMutley_65wrote:

In July I renewed my contract with BT, I did have BT Halo but wanted a cheaper deal, BT suggested Fibre


 Good to know you decided to stay after all!

Just reading your post carefully, assuming you are FTTC and depending upon your Hub, you may have a Hub and a Modem.

If that's the case, try re-booting your only your Hub. There is an option to do this in your MyBT without having to leave your armchair. MyBT, go to MORE, then touch RESTART MY HUB, first ensuring the kids and wife are not online! Should take a few minutes

JohnMutley_65
Aspiring Contributor
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Message 4 of 5

Re: BT Router keeps having to be re-booted

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Thanks for your reply Carlusha, your correct in that I am FTTC, I have only been re-booting my hub for last 60 days but the problem has abated of late so will wait just monitor the situation for now.
I do everything via my laptop mostly, as my pork pie fingers cause too many problems when I use my mobile, for which I pay BT the princely sum of £5 per month (sim only) and I never get anywhere near exceeding my limits, e.g. 10 -20 texts a month!
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JohnMutley_65
Aspiring Contributor
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Message 5 of 5

Re: BT Router keeps having to be re-booted

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Thanks for your suggestions imjolly, your first sentence containing the words "advanced settings" and "technical log information" I tend to steer clear of in case I cause a malfunction myself, I did the quiet line test as you suggested, and its just silence (apart from the automated voice) so I will continue to monitor the situation, it has been behaving itself of late, and I I subscribe to the "If it ain't broke don't fix it" squadron I'll monitor as said earlier.
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