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Beginner
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Message 1 of 16

No Internet connection

Over the past 4 days or so I have been experienced no connection whatsoever through my Smart Hub 6. This is for both wired and wireless connections.

 

I find myself restarting and factory resetting my Smart Hub and after a few minutes it'll work for 1-2 minutes, then the connection will drop completely again. My devices are all connected with full signal strength and the light is blue on the smart hub but for some reason no connection. 

 

I spent over 2 hours in the past day to BT customer service and as always, useless as ever. 

 

Has anybody else had this problem before and how did they fix this? 

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Distinguished Sage
Distinguished Sage
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Message 2 of 16

Re: No Internet connection

check your phone line to see if a dial tone  best checked at test socket with filter



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Message 3 of 16

Re: No Internet connection

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Beginner
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Message 4 of 16

Re: No Internet connection

I don't actually have a house phone... Is there another option? 

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Message 5 of 16

Re: No Internet connection

not really  that is first and most basic check when broadband has no connection - see if you have a dial tone



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Message 6 of 16

Re: No Internet connection


@Karson3270 wrote:

I don't actually have a house phone... Is there another option? 


No, there is not.

You can get a basic wired phone for less that £7 from Argos and other shops. Its an essential aid to diagnosing a fault.

As the problem has recently started, then its most likely an issue with your phone line, possibly a bad connection somewhere.

Plugging a phone in will prove it.

 

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Beginner
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Message 7 of 16

Re: No Internet connection

Quick update:

 

My surface pro seems to connect to the WiFi without a problem now. However I have a macbook in the house using the same WiFi which cannot connect along with other mobile devices and also my ps4 is plugged in using an Ethernet cable and still doesn't work.

 

I don't think there's a fault with the line in this case... Any suggestions what this could be? 

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Distinguished Sage
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Message 8 of 16

Re: No Internet connection

Post stats from hub. If hh6 then advanced settings then technical log information 



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Message 9 of 16

Re: No Internet connection

Product name:

BT Hub 6A

Serial number:

+084316+NQ80232382

Firmware version:

SG4B1000E01E

Firmware updated:

23-Aug-2019

Board version:

1.0

Gui version:

1.105.0

DSL uptime:

0 Days, 3 Hours 51 Minutes 36 Seconds

Data rate:

10.77 Mbps / 27.40 Mbps

Maximum data rate:

10865 / 42083

Noise margin:

6.1 dB / 9.4 dB

Line attenuation:

21.2 dB

Signal attenuation:

0 dB / 21.2 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

54 MB Uploaded / 1328 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-M5CK

2.4 GHz wireless channel:

Channel 1

5 GHz wireless network name:

BTHub6-M5CK

5 GHz wireless channel:

Channel 36

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

3C:17:10:97:DD:2D

Software variant:

-

Boot loader:

9.2.0

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Distinguished Sage
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Message 10 of 16

Re: No Internet connection

From your stats you really need to check you phone line as previously suggested

your connection time is very short at 3 hrs, your noise margin is high at 9.4db normal about 6db and your connection speed is 27mb which is well below attainable of 42mb.  All suggesting problems with you connection



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