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Re: Hub 3.0 and BT Whole Home WiFi

Hi Kev,

i am also on BT Whole Home and everything was working fine until about two weeks ago. Could you verify if my SH3.0 firmware has been updated or needs to be updated as well, please?

thanks,

Raoul

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Re: Hub 3.0 and BT Whole Home WiFi

Hi @Rmcarlos 

I'm sorry to hear you're having issues as well. I've had a look and your hub's firmware is still on the standard version.

What sort of problems have you been having?

Kev

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Re: Hub 3.0 and BT Whole Home WiFi

HI Kev,

Thanks for getting back so quickly.

The internet keeps dropping out with significant frequency.  The BT Whole home mesh system remains up and the network seems stable, just no internet connection. But then it comes back online and works for about 10 minutes or so and then cuts out again.

I have the hub in Router mode and have shut off the Hub 3.0 Wi-fi to minimise interference.

The log info suggests a combination of Critical and Warning priority logs with the descriptor being permutations of: RCS partial Service; No Ranging response received - T3 Time-out; SYNC Timing Synchronisation failure - Loss of Sync.  

This all started with noticeable consistency over the last two weeks I would say.

Thanks,

Raoul

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Re: Hub 3.0 and BT Whole Home WiFi

Hi @Rmcarlos 

Thanks for explaining the issue, that does sound frustrating and especially concerning that it's only started recently.

I've had a good look at everything on the hub and local network and I can see there have been some intermittent issues with the SNR on the cable. That just means that network conditions have made it more difficult for the signal to get through to you at full strength. This can sometimes cause drops if the signal strength drops too low.

It looks like the last significant drop was around lunchtime yesterday. From what you're describing it sounds like you might have slightly more regular drops than that. Would you mind setting up a Broadband Quality Monitor please and letting it run for around 24 hours before posting the output please? That should show us the conditions your hub is registering on a minute-by-minute basis so will help to understand if the drops match up to anything happening on the network.

I'm also going to move your post to its own thread as it doesn't look to be related to the firmware update or a general issue with the Whole Home system. If we manage to rule out everything else we can still put you forward for the update, but the firmware is designed to fix an issue where the Whole Home system would drop out intermittently, and it doesn't sound like that's happening.

Kev

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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Re: Hub 3.0 and BT Whole Home WiFi

OK - have set one up - I'll post findings same time tomorrow.

Thanks,

Raoul

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Re: Hub 3.0 and BT Whole Home WiFi

HI Kev,

 

Here is a link to the BQM:

 

RMCarlos BQM 

 

Thanks,

Raoul

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Re: Hub 3.0 and BT Whole Home WiFi

Morning,

 

here ar ether readings for the last few days

Friday

https://www.thinkbroadband.com/broadband/monitoring/quality/share/74cbea49da7234165a6e46598a25b98363777534-24-07-2020

 

Saturday 25th

 
https://www.thinkbroadband.com/broadband/monitoring/quality/share/46af8991473221fb8e8824e2d1fedbce1a0c409d-25-07-2020

 

Sunday 26th:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9474bf42c30290546d261003a7ed51788baf7bee-26-07-2020

 

Its dropping a lot - mostly with what I would guess is significant demand in my area.

Thanks,

Raoul

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Re: Hub 3.0 and BT Whole Home WiFi

Morning @Kev_B

 

here ar ether readings for the last few days

Friday

https://www.thinkbroadband.com/broadband/monitoring/quality/share/74cbea49da7234165a6e46598a25b98363777534-24-07-2020

 

Saturday 25th

 
https://www.thinkbroadband.com/broadband/monitoring/quality/share/46af8991473221fb8e8824e2d1fedbce1a0c409d-25-07-2020

 

Sunday 26th:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9474bf42c30290546d261003a7ed51788baf7bee-26-07-2020

 

Its dropping a lot - mostly with what I would guess is significant demand in my area.

Thanks,

Raoul

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