Menu
Reply
racketball
  • 2
  • 0
  • 0
Joining in
103 Views
Message 1 of 5
Flag for a moderator

New Hub 3 giving intermittent connection

Wonder if anyone can help.

just upgraded and installed hub 3 - the speed is excellent when connected.

the problem is the connection is continually dropping and reconnecting. The longest it had stayed connected is 2 hours.

I have checked all cables, re booted, factory reset.

on line help is not helping - been unable to contact customer service by phone - I really do not know what to do next as I won’t be able to work probably which is a worry... any ideas most welcome.  Thank you 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
100 Views
Message 2 of 5
Flag for a moderator

Re: New Hub 3 giving intermittent connection

Is it just Wi-Fi that is dropping or ethernet cable connected devices as well ?


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
racketball
  • 2
  • 0
  • 0
Joining in
97 Views
Message 3 of 5
Flag for a moderator

Re: New Hub 3 giving intermittent connection

Thank you for the fast response - it is both. 

0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
91 Views
Message 4 of 5
Flag for a moderator

Re: New Hub 3 giving intermittent connection

OK.

A bit more information is required, please post the following ...

Please do this before posting the Hub Data

If possible can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Please post a 'Live Link' to your BQM on here straight away.

Instructions for posting BQM Live Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply
MikeRobbo
  • 15.27K
  • 1.17K
  • 1.94K
Alessandro Volta
89 Views
Message 5 of 5
Flag for a moderator

Re: New Hub 3 giving intermittent connection

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
0 Kudos
Reply