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andyplum
Newbie
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Message 1 of 10

HH4 continually dropping WiFi, BT aren't being helpful

Having issues with our Home Hub continually dropping the wireless connection to our devices.  Some are worse than others, but it drops connection to my Android phone, my partner's iPhone, a BT Dongle, a BT WiFi Extender, and my laptop at various times.  Have contacted BT via chat on 3 occasions, as well as having phone conversations with them.  They have variously asked me to monitor my wired connection (which is much more stable) and to change a number of settings on the Hub.  None of this has worked, and the final suggestion has been to "purchase a signal booster".

 

There is nothing at all wrong with the signal, I have 4-5bars showing on my devices, I just get drop-outs all the time.  I'm fairly convinced that the Hub is faulty and needs to be replaced, but it'd be easier to get blood from a stone than to get a new Hub out of BT.

 

Here's a snapshot of the wireless event log just from this morning...

08:43:28, 09 Oct.wlan0: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
08:42:34, 09 Oct.wlan0: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
08:42:31, 09 Oct.wlan0: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
08:42:17, 09 Oct.wlan0: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client associated
08:42:14, 09 Oct.wlan0: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client disassociated
08:42:14, 09 Oct.wlan0: STA 18:1e:78:24:84:1a IEEE 802.11: WiFi registration failed
08:42:13, 09 Oct.wlan0: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client disassociated
08:42:10, 09 Oct.wlan0: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client associated
08:39:21, 09 Oct.wlan0: STA 2c:33:7a:3a:1e:47 IEEE 802.11: Client disassociated
08:38:13, 09 Oct.wlan1: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client disassociated
08:38:03, 09 Oct.wlan1: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client associated
08:38:03, 09 Oct.wlan1: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client disassociated
08:37:46, 09 Oct.wlan0: STA 94:fb:b2:7f:2f:0c IEEE 802.11: Client associated
08:37:45, 09 Oct.wlan0: STA 94:fb:b2:7f:2f:0c IEEE 802.11: Client disassociated
08:37:34, 09 Oct.wlan1: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client associated
08:37:29, 09 Oct.wlan0: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client disassociated
08:37:22, 09 Oct.wlan0: STA 2c:33:7a:3a:1e:47 IEEE 802.11: Client associated
08:37:19, 09 Oct.wlan0: STA e8:50:8b:b2:39:d9 IEEE 802.11: Client associated
08:37:15, 09 Oct.wlan0: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client associated
08:36:02, 09 Oct.wlan0: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client disassociated
08:26:56, 09 Oct.wlan1: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client disassociated
08:26:56, 09 Oct.wlan1: STA 18:1e:78:24:84:1b IEEE 802.11: WiFi registration failed
08:25:58, 09 Oct.wlan0: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client associated
08:25:58, 09 Oct.wlan0: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client disassociated
08:25:52, 09 Oct.wlan1: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client associated
08:25:52, 09 Oct.wlan1: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client disassociated
08:25:36, 09 Oct.wlan0: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client associated
08:25:35, 09 Oct.

wlan0: STA 9c:35:eb:c3:5a:bb IEEE 802.11: Client disassociated

 

 

I've carried out all the BT suggestions of splitting off the two bands, changing channels etc etc and still get this.  Other than going out and buying a new hub that isn't made of cheese, is there anything else that can be done please?  Would a signal booster really cure this?

 

As an aside, I also get DNS errors from time to time, just in case that offers any explanation?

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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

when you split the 2.4/5ghz networks did you change the ssid so they were different?  did you also change the lease time in the hub from 1 to 21 days?

 

 

you can try downloading inssider3 (istumbler if MAC) and then run it. This will show the broadcasting networks round about you and their channels including your own. If you then enter your router and change your wireless channel to a free or less congested channel.  if unsure then try 2.4ghz on channel 13

 

 

 

inssider3.1.2.1



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andyplum
Newbie
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Message 3 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

Yes, the SSIDs are different, as my screendump of inSSIDer reveals - the 5GHz channel is named "5GHz" to distinguish.  Just one device connected to this, via a BT Dongle.  Everything else is on the 2.4

 

I'm not familiar with inSSIDer so I'm not sure I'm interpreting the results correctly, but as far as I can see it seems that I am the only one within range on a BT wireless channel.  Any thoughts on the screendump below would be much appreciated...

 

 

inSSIDer Screen Dump 091015.png

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Distinguished Sage
Distinguished Sage
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Message 4 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

looks like yours is only router shown at the moment - might change later as some people may switch theirs off when not in use - not recommended



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andyplum
Newbie
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Message 5 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

It might well change later, but that doesn't explain why the WiFi is bu**ering about as we speak - 

 

15:37:59, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:37:55, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:37:50, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:37:50, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:37:45, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:37:41, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:37:40, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:37:40, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:37:40, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:37:37, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:37:16, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:37:16, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:37:12, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:37:12, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:56, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:36:56, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:56, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:36:56, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:39, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:36:35, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:30, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:36:30, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:18, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:36:18, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:02, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:36:02, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:01, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:36:01, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:01, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:36:01, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:36:01, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:35:56, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:35:13, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:35:10, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:35:10, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:35:10, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:35:10, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:35:06, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:34:44, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:34:44, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:34:40, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:34:40, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:34:36, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:34:36, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:34:32, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:34:32, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:34:29, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:34:29, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:59, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:55, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:50, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:50, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:42, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:42, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:39, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:39, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:39, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:39, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:39, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:36, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:26, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:26, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:22, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:22, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:10, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:10, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:06, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:33:06, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:33:02, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:32:58, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:32:30, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:32:30, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
15:31:59, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client associated
15:31:59, 09 Oct.wlan1: STA 94:fb:b2:74:b8:ce IEEE 802.11: Client disassociated
  
  

 

 

That's all on the 5GHz channel, had a sudden flurry of being a pain, as both channels are prone to doing from time to time.

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Distinguished Sage
Distinguished Sage
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Message 6 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

I would reset the hub using the recessed button on back and hold until lights flash  take it back to factory settings so you would need to turn off smart setup and split networks again



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andyplum
Newbie
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Message 7 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

OK thanks, I'll give it a go.  It's never been particularly good since we had it in March.  Reception is poor (it won't reach as far as our master bedroom, a mere 6.5 metres from the Hub, both are upstairs) and it's always dropped out a bit, but over the last couple of months it's become much worse.

 

Will see what resetting does...if it turns out to be nothing then I suspect my only other option is to buy a third-party hub

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Message 8 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

you can try customer services and see if they will replace your hub - provided you are still in your minimum term contract and not rolling contract



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andyplum
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Message 9 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

I've tried Customer Services three times already, although I'm now chatting to them again (fourth different agent, after the other three were all adamant that there was no issue with the Hub) and this fourth agent has offered to replace the Hub without any quibbles at all!

 

It seems the moral here is - if you don't get the answer you want first time around, keep disconnecting and reconnecting until you get a helpful agent

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Message 10 of 10

Re: HH4 continually dropping WiFi, BT aren't being helpful

you never get the same peron twice so always better to keep trying - as long as you can stand the stress



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