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Gallfish
Beginner
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Message 11 of 24

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

Thanks, I have tried this and it hasn't resolved the problem

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Message 12 of 24

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

You may get some information of activity from Windows Device Manager. (Type "Device Manager" in bottom search panel).
You will see details of CPU usage, Disc, Memory and wi-fi. It also lists the running processes.

This may give you more clues.

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Gallfish
Beginner
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Message 13 of 24

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

Do you mean the task manager? I've looked into that and the device manager and haven't found any clues, starting to lose the will to live...

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Les-Gibson
Recognised Expert
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Message 14 of 24

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

Hold the Win Key down whilst pressing R.

Type cmd into the Run box which opens.

Type ipconfig /all (note the space, it won't wok without it) into the Command Prompt window

What does it report for IP address, DNS server & Gateway

♪♪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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Message 15 of 24

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

Seems that you know all the answers. Can’t help you any more.

Do you still hold a warranty/service contract?

Your suppliers told you that it’s too old!

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gg30340
Distinguished Sage
Distinguished Sage
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Message 16 of 24

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

What make and model of laptop are you using?

When you say you have updated drivers, did you go onto the laptop and network card manufacture's websites to check for the latest drivers rather than using Windows update?

 

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Gallfish
Beginner
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Message 17 of 24

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

Ribblelancs I certainly don't have all the answers but I have already tried what you suggested, thanks for the advice.

gg30340 It's a HP Pavilion13-s052sa, and no I couldn't find any drivers other than the ones through windows update, which claims the drivers are up to date.

Les-Gibson thanks, screenshot attachedipconfig.png

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gg30340
Distinguished Sage
Distinguished Sage
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Message 18 of 24

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

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Les-Gibson
Recognised Expert
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Message 19 of 24

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

There's nothing wrong with that, your ethernet connection to the hub is good

Could you unplug the ethernet cable and do the same test again with a Wi-Fi connection

♪♪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 20 of 24

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

Just checked that link and it seems I already have the most recent driver.

I've just noticed on my screenshot that the wi-fi was disconnected when I took the screenshot - this must have been one of the disconnects as I was using both ethernet and wi-fi at the time. I've attached another screenshot with the ethernet unplugged.

ipconfig2.png

 

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