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samcat
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Message 1 of 46

Macs drop off and won't connect to BTHub - Macs and BT Broadband

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We've got 2 Macs in our house which keep dropping off the BT Infinity Broadband hub and won't connect again Smiley Frustrated

 

here's the thing:

  1. The macs work fine on all other broadband at other locations
  2. The other devices in the house work fine
  3. It's just the combination of Macs and and our home BTHub broadband
  4. recently it's got worse - the last few days more often than not the macs won't connect

We've tried

1. turning macs on and off

2. resetting macs

3. turning BT broadband hub on and off

4. turning the Mac airport wifi on and off

5. in network settings tried both automatically set to BTHub and manually.

 

None of this has worked. 

 

This is so weird.Smiley Sad

 

Any ideas?

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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If you have a home hub 5, then there are a number of existing threads on this board relating to this problem.

https://community.bt.com/t5/Other-Broadband-Queries/HomeHub-5-amp-MacBook-Pro/m-p/1195869#M81742

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Dode
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Message 3 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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If you type Wireless Diagnostics into 'Spotlight' (magnifying glass at the top right of screen) it should find a little program called 'Wireless Diagnostics' that should help you diagnose the problem. If you can't find it that way it will either be in Applications>Utilities or in Mavericks > System>Library>CoreServices>Applications. If it is Wifi you're using you can set this little program to monitor your connection. If it's not Wifi you're using there's also another little program called Network Diagnostics found in the same place .

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samcat
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Message 4 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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hmmm yes there are some other threads with the same Mac BTHub problem -  but no answers on those threads either.

(Yes we have BTHub 5.)

 

here's a temporary fix:

 

we've investigated and found that there are 2 frequencies for the BTHub and the macs connect to the 5Ghz frequency automatically.

 

Problem is that our Macs stopped connecting to the 5GHz and started giving an invalid password error.

 

By switching off teh 5Ghz band in the BTHub the Mac Book Pro is forced to connect using the 2.4GHz band which it has now done with no drop outs.

 

But why this has happened all of a sudden with no changes to the hub or the MacBook pros, we don't know.

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Dode
Aspiring Expert
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Message 5 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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Could it be that a neighbours router is now starting to interfere? 

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SuJo
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Message 6 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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Glad to find this thread - have had this problem for a fortnight after a year of using the Macs with the BT hub. Really annoying. How do I switch off the 5?

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Chrismith92
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Message 7 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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Separating the 2.4 and the 5GHz works straight away.

Go to bthomehub.home on a device that will connect (your phone will do fine)

Advanced settings
Enter the admin password from the card on your router
Continue
Wireless
5GHz
Sync with 2.4GHz: No
SSID: add a 5 at the end so you can tell the difference

Hit apply

Now forget the network on your Mac (System Preferences-Network-Wifi-Advanced)

There should now be two versions of your SSID in the list (the original and the one you added a 5 to)

Your mac should correct straight away to the 2.4GHz (so without the 5) but you'll probably need to put the password in the first time.

It's apparently a known fault in Macs that they struggle with the 5GHz internet

Good luck, if any of the steps are wrong please correct folks, this was very very frustrating for a long time and actually only took 5 minutes to fix!!
edsup
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Message 8 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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My macs started disconnecting from the hub about 2 weeks ago.

 

Have tried the fix from Chrismith92 above - seems to be working so far.

 

Cheers for that

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353,531 Views
Message 9 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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Brilliant.  Our mac started having this problem for no apparent reason.  An hour and a half talking to applecare and a lot of resetting/ running diagnostics etc. didn't get anywhere near resolving the issue.

But this has sorted it straight away. Thanks.

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val33
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Message 10 of 46

Re: Macs drop off and won't connect to BTHub - Macs and BT Broadband

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Our Mac kept dropping off and would only connect after the hub was re-started. Worked fine up until 2 weeks ago. After 4 calls to BT help desk and a replacement hub I've finally got it connected using your suggestions, wish I'd gone on the forum weeks ago!
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