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Frizzybee
Aspiring Contributor
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Message 1 of 12

WIFI issues

I am totally scunnered with BT. We changed over from Sky at the beginning of the year and we never had the issues that we are having now!
We are having issues with devices not connecting to the Wi-Fi. My son's xbox won't connect, his amazon fire tablet connects sporadically (now we are getting an authentication error since new router), the internet on our phones won't refresh. The smart tv won't connect.
We had an engineer out last week and they couldn't find any faults on the line and he thought it was the hub as he could connect wirelessly when he was standing close but as soon as he moved 5 meters away the Wi-Fi dropped. So we ordered a new router, which took 3 attempts, and connected it up tonight - which has resulted in exactly the same issues.....

We are not IT minded so we don't know how to play around with the settings...

Does anyone have any easy fixes or know how easy it is to get out out a contract! We are definitely not getting the service that we are paying for. Also try explaining to a 7 year old why he can't get on his xbox on play his games on his tablet.... 😡😡😡
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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: WIFI issues

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Distinguished Sage
Distinguished Sage
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Message 3 of 12

Re: WIFI issues

This is a common problem for new customers and a forum search would brought up the suggestion made by    @Keith_Beddoe Which normally solve your problem



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Frizzybee
Aspiring Contributor
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Message 4 of 12

Re: WIFI issues

Hi, I have managed the 1st 2 points but am struggling with the 3rd point. I get as far as the advanced settings and see the bit about 5 and 2.4ghz but i can't see the 'Sync with 2.4 Ghz' to No. Do I need to separate the band's 1st?
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Moderator
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Message 5 of 12

Re: WIFI issues

Hi @Frizzybee 

Thanks yes you will need to separate the bands then click on the 5ghz tab and change the ssid (network name) of the 5ghz band.

Stuart

Community ModeratorStuartH
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Distinguished Sage
Distinguished Sage
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Message 6 of 12

Re: WIFI issues

If the OP has a Smart Hub2, the bands can't be split. Despite being the source of many problems, the Hub designers think they know better and have removed the facility to split the bands.

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Frizzybee
Aspiring Contributor
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Message 7 of 12

Re: WIFI issues

I think I have managed to rename the 5ghz. Maybe a silly question but how do I know which devices are dual band?
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Distinguished Sage
Distinguished Sage
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Message 8 of 12

Re: WIFI issues

Which version of the hub are you using

if unsure then post stats. Advanced settings then technical log information 



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Distinguished Sage
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Message 9 of 12

Re: WIFI issues

If you have managed to split the bands, your devices will now have 2 entries for your hub, the original SSID and the re-named 5Ghz SSID if they are dual band. If you can't see the renamed 5Ghz SSID on the device it will be because it is only single band.

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Frizzybee
Aspiring Contributor
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Message 10 of 12

Re: WIFI issues

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

Product name:

BT Hub 6A

Serial number:

+084316+NQ90263545

Firmware version:

SG4B1000B540

Firmware updated:

28-Mar-2019

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 1 Hours 30 Minutes 3 Seconds

Data rate:

4.16 Mbps / 22.40 Mbps

Maximum data rate:

4159 / 24848

Noise margin:

6.6 dB / 7.3 dB

Line attenuation:

21.7 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

5 MB Uploaded / 15 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-R6HJ

2.4 GHz wireless channel:

Channel 11

5 GHz wireless network name:

-5-5-5-5-5-5

5 GHz wireless channel:

Channel 36

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

30:24:78:FB:BF:79

Software variant:

-

Boot loader:

9.2.0

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