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jamil-ahmad
Beginner
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Message 1 of 13

Connection keeps dropping but home hub is still blue

Been with bt for just over a month and its biggest mistake. Have an ongoing problem where the connection keeps dropping and devices keep saying authentication error ocurred incorrect password when the password is fine. Contacted bt numerous times but theyve all told me the same thing, to just change the channels and have guaranteed me that the problem has been fixed. Clearly it hasnt as connection keeps dropping even on the same day customer service been poor as well as they keep saying the same thing without listening to me. Hope some one can help me fix whats going on.
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12 REPLIES 12
Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: Connection keeps dropping but home hub is still blue

Welcome to this user forum.

 

Does this happen on Ethernet connected devices as well, or is it just wireless connected devices?

 

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jamil-ahmad
Beginner
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Message 3 of 13

Re: Connection keeps dropping but home hub is still blue

Wireless mainly and wired on the odd occasion
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Distinguished Sage
Distinguished Sage
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Message 4 of 13

Re: Connection keeps dropping but home hub is still blue

Then you need to check with a wired device connected, as that will indicate whether its an actual Infinity connection issue, or simply a wireless problem and not a BT problem.

 

When you get the disconnection, does the light on the home hub change colour?

 

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jamil-ahmad
Beginner
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Message 5 of 13

Re: Connection keeps dropping but home hub is still blue

No the hub stays blue and bt have said everything looks fine from their end
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Distinguished Sage
Distinguished Sage
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Message 6 of 13

Re: Connection keeps dropping but home hub is still blue

Then you need to check with a wired connnection, wireless is not a reliable indication, as there are too many variables.

 

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jamil-ahmad
Beginner
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Message 7 of 13

Re: Connection keeps dropping but home hub is still blue

The wired connection works
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Sage
Sage
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Message 8 of 13

Re: Connection keeps dropping but home hub is still blue

Then it's clearly a wireless issue.
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jamil-ahmad
Beginner
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Message 9 of 13

Re: Connection keeps dropping but home hub is still blue

How can i get the issue fixed then
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Distinguished Sage
Distinguished Sage
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Message 10 of 13

Re: Connection keeps dropping but home hub is still blue


@jamil-ahmad wrote:
How can i get the issue fixed then

Its something you will have to sort out yourself, as BT will not be able to help with this.

 

Try turning Smart Setup off.

 

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...


 
Also try separating and renaming the SSIDs.

http://bt.custhelp.com/app/answers/detail/a_id/44798/related/1

 

If its a home hub 6, then separating the SSIDs is called splitting the wireless channels, and is done on this screen.

 

channel split.jpg

 

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