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keithp
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Message 1 of 15

Broadband keeps dropping - reset smartbox?

Ok - we have had BT broadband since 2014 at a new build - no issues at all. A few weeks ago it started to drop every so often - maybe once a day - but came back straight away. At the same time there were issues with our local area - the Cayton area. After about five or six calls I received various bits of advice - reset the phone line; five dropouts a day is normal; and now reset the channel on your smartbox.

I have read the manual and it says keeps the box to auto and allow it to choose the right channel, so I am unsure what to do. If up to five droputs a day is normal, well thats that, but if that is rubbish, then perhaps changing this channel moght help.

Has anyone any advice? Also how easy is it?

Keith

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imjolly
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Message 2 of 15

Re: Broadband keeps dropping - reset smartbox?

five drops in iternet connection daily is normal and is indicative of a fault - could be internal wiring, socket, hub or external

try quiet line test  dial 17070 option 2  should be silent and best with corded phone

are you using test socket with a filter to see if that improves stability

can you post stats from hub  if hh6 then advanced settings then technical informaion

if hh5 then troubleshooting then helpdesk

you can change wireless channel  http://bt.custhelp.com/app/answers/detail/a_id/56419/~/how-do-i-split-my-bt-hubs-ssid-%28wireless-ne...



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keithp
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Message 3 of 15

Re: Broadband keeps dropping - reset smartbox?

Thanks.

Line has been checked and is ok.

No idea how to the rest - and no idea what a test socket is! However it is a new bungalow, so the socket is new.

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imjolly
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Message 4 of 15

Re: Broadband keeps dropping - reset smartbox?

Test socket is here depending on type of master

test-socket-thumb.jpgtest socket.jpg

stats just follow previous instruction



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keithp
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Message 5 of 15

Re: Broadband keeps dropping - reset smartbox?

Tech info:

 

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084319+NQ74303639

Firmware version:

SG4B1000D038

Firmware updated:

30-Sep-2018

Board version:

1.0

Gui version:

-

DSL uptime:

4 Days, 20 Hours 26 Minutes 9 Seconds

Data rate:

19.49 Mbps / 57.41 Mbps

Maximum data rate:

20670 / 58527

Noise margin:

6.9 dB / 6.1 dB

Line attenuation:

17.9 dB

Signal attenuation:

0 dB / 17.9 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

366 MB Uploaded / 2929 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-FGZ5

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-FGZ5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A0:39:EE:56:A8:57

Software variant:

-

Boot loader:

9.2.0

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imjolly
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Message 6 of 15

Re: Broadband keeps dropping - reset smartbox?

you have a 57mb connection speed on an attainable speed of 58mb and noise margin normal at 6db  you have also been conencted for 4+ days without any drop in conenction - stats and connection looks ok

is it your wireless conenction that is a problem?  drop internet connection on wireless device yet hub light still blue?



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licquorice
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Message 7 of 15

Re: Broadband keeps dropping - reset smartbox?

Try choosing a different wireless channel, despite what the instructions may say, auto is not the best option.

You could also split the 2 bands http://bt.custhelp.com/app/answers/detail/a_id/56419/~/how-do-i-split-my-bt-hubs-ssid-%28wireless-ne...

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keithp
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Message 8 of 15

Re: Broadband keeps dropping - reset smartbox?

It is a wireless connection, and the lights remain blue even when the connection drops.
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licquorice
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Message 9 of 15

Re: Broadband keeps dropping - reset smartbox?

In which case it is a wifi problem not broadband connection.

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imjolly
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Message 10 of 15

Re: Broadband keeps dropping - reset smartbox?

Then you need to try the suggestions by @licquorice to see if that solves problem. You can also try changing the wireless mode from 1 to either 2 or3



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