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Gallfish
Beginner
615 Views
Message 1 of 24

Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Hello, I recently got FTTP BT broadband and have been struggling to maintain a connection to my laptop ever since. On the Network & Sharing Centre, I can see that both the ethernet and wifi connection to the router drop every 15-20 seconds, remain disconnected for a few seconds, and then reconnect. Sometimes they both disconnect at the same time, and sometimes only 1 or the other is disconnected at a time. I have tried using only ethernet, and using only wifi, but the problem remains. I have changed all my cables, installed a new Smart Hub 2, and had customer service take a look but they have no answer. In the Hub's error log I can see the laptop continually disconnecting and reconnecting. I don't seem to have any trouble on any other connected devices, and the laptop previously connected perfectly well to the old router with the previous provider.I have tried updating and reinstalling the setting and drivers on the laptop, and disabled power management of network devices.

Can anyone help fix this please, I am at my wit's end.....

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23 REPLIES 23
gg30340
Distinguished Sage
Distinguished Sage
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Message 2 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

If you have not already done it make sure you turn off "smart setup" on the BT hub.

See link how to do that.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/what-is-smart-setup-on-the-bt-hub%3F-how-can-...


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Gallfish
Beginner
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Message 3 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Thanks very much for the suggestion, Smart Setup is already off

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Message 4 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Have you fixed your wi-Fi channels in the hub settings!

e.g. 2.4 GHz ch 5, 5 GHz ch 36.

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Gallfish
Beginner
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Message 5 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

The disconnects also happen over ethernet, so not sure if wifi channels would make a difference?

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Les-Gibson
Recognised Expert
547 Views
Message 6 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

If it's happening on both Wi-Fi and ethernet then check that the cable between the hub and ONT is connected properly and that the fibre is fully pushed home in the ONT

♪♪I don't work for BT, I offer my time and help for free. If you'd like to leave a kudo, you may do so by clicking the rating button below.♪♪ 😄
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Gallfish
Beginner
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Message 7 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Thanks, all the cables have been checked and even replaced just in case, the actual internet connection seems fine on all the other devices, so it's just the connection between the laptop and the hub that's at fault.

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538 Views
Message 8 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

You could try concentrating on the wi-Fi aspect first.

Remove any Ethernet connections, and then try wi-Fi connections, e.g. your HP pc. There are Network  Settings in Windows 10, which you have been through, presumably. Once you have stabilised Wi-Fi, then proceed to Ethernet.

Try fixing your wi-Fi channels from within the hub manager.

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Gallfish
Beginner
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Message 9 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

Sorry what do you mean, try to stabilise wi-fi?

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Les-Gibson
Recognised Expert
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Message 10 of 24

Re: Win 10 HP Laptop Continually Disconnects from BT Smart Hub 2

I suspect your laptop is still looking for your old router which presumably had a different Gateway address.

Try the following.

From Settings, click Network & Internet

Scroll down to the bottom of the Status page and click Network Reset

OR,

Click on Network Troubleshooter just above the reset link 

♪♪I don't work for BT, I offer my time and help for free. If you'd like to leave a kudo, you may do so by clicking the rating button below.♪♪ 😄
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