BT Home Hub 3 Problems - Internet drop out

We had BT (and the Hub 4) installed at the end of August. As soon as it was installed, we had issues where the internet would be fantastic and stay connected for all of five minutes before slowing to nothing and then dropping out. We had a technician out to fix the problem, who seemed to have it solved.
Fiften minutes after he left, it went down again. It was not just on one device. It was two phones, a laptop, and a desktop PC. A technician came out a second time, replaced the Hub 4 with a Hub 3, and we still had issues. The technician, on their laptop, ran a number of tests (including the internet speed test) and declared the issue nothing to do with BT as the problems did not occur on his laptop. This was despite us also running the same speed test at the same time stating that we were getting all of 8mb (as opposed to the 30mb he was receiving).
Frustrated, we were informed that, when using the computers, we would need to plug them in via an ethernet cable to receive the speed promised to us and a continuous connection. We received a set of arcnet plugs for the desktop PC (which has solved the problem for the desktop) and that the laptop would have to stay by the modem and plugged in via ethernet cable to receive a continuous connection.
Recently (over the last two months) the internet has slowed dramatically, even when plugged in, and we still cannot receive a continuous connection wirelessly for the internet, and now we have issues of sudden drop-outs.
The connection can be restored by troubleshooting and it comes up with the following message:
This has been the message from the very beginning, and we want the matter to be finally resolved. Can anyone actually help up with this problem? We're feeling very frustrated at the lack of assistance we have received.

As you now have hh3 can you enter 192.168.1.254 into your browser and then post your adsl stats please. Can you run btspeedtester diagnostic test and post results
Are you connected to the test socket?
Have you tried downloading and then running inssider 3 which will show if you are using a congested channel for the wifi and if so other channels which you can move to being less congested
Have you checked that the drivers for your wifi cards are up to date from manufacturers website?
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Similar Messages

Home Hub 4 keeps dropping out

I received my home hub 4 in October 2013 but after numerous calls to the BT Helpdesk I have now had to revert back to my home hub 2 to get a decent reliable signal Im currently paying for BT infinity unlimited but I'm seriously thinking and going to sky they seem to a more reliable product. I've phoned the BT Helpdesk and they are equally useless being on hold for 45 minutes and being transferred to be put on hold for a further 20 minutes with no resolution to the issues I've reported

Hi Dogandnophone,
I'm sorry that you're having problems with your BT home hub dropping out. Have you tried to manually change the wireless channel? Check out this link for help with this and let me know if it works.
Thanks
Neil
BTCare Community Mod
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Frustrated w/ constant internet drop-outs...

Hi All,
So I've been having some serious problems with my APE as it is constantly droppping out the internet signal on my wireless network. Currently, I have 2 computers - an e-mac and g4 12" pb - that are sharing the internet. I've had APE for about 2 years now and it's been working great. But for the past 7 months, it's been dropping the internet signal more frequently and constantly blinking yellow. I can still stream music and print anytime but the internet doesn't go through. On my dsl modem, the link light for the ethernet is intermittent but mostly off even when it's connected to the APE. When I hard line dsl into either of my computers - no problem at all. Which leads me to believe that it's my APE. I've configured the APE in every possible way using AP admin - varying the channel settings, multicast rate, robustness etc, as well as doing various hardware resets. I have the lastest firmware on the APE. I've also moved this bugger in every possible space around my house. After trying all this, it still blinks yellow. I even have an older dsl modem that I tested and it still doesn't work with the APE (after it works flawlessly hardlined in). Every once in a while it goes green and works but guaranteed it will drop out in less than a day.
Anyway, I called applecare a while ago and they told me that with my 2.4 phone, this will eventually happen. But I've even disconnected my phone and it still does this. I just don't understand why this thing can keep it's connection up. I have friends who use 2.4 wireless phones and don't have any issues with their APE. I have friends who have much more precarious set ups (tons of 2.4 signaled toys and brick walls, etc) and no issues to report. Plus, I've seen other wireless systems (such as D-link) that are put in commercial offices and even in the hospital that I work at and obviously they don't have internet drop outs. My system at home is much more simplier and I'm totally at a loss for what to do. I'm tired getting infront of my computers and seeing that the internet has dropped out, reconfiguring and running all over my house trying to find the best place. I'm thinking about getting a d-link/netgear system to replace my APE. It would be sad since everything else apple of mine is fantastic - it's very disheartening for a loyal macaddict.
So, that's where I'm at - totally pooped and frustrated. Man, is it maybe me - am I admitting some radio interference? Oh wise ones in apple support land, I turn to you as my last resort - your assistance would be muchly appreciated.
Thanks!
deekay

How can something like
the APE be so crippled by a 2.4 phone even with the
various channels to share.
Some 2.4 phones use multiple channels and therefore use the entire spectrum
Why does this affect some
APE and not all across the board - that's the
frustrating thing. Like I mentioned before, I have
friends that have been running their 2.4 phones (with
multiple handsets) and placed their APE right behind
their TV and no drop outs at all - what gives?
...and some phones don't.
A neighbour may be using a 2.4 phone as well.
Anyway, thanks iF for the info and the help - but
I've already been down that road with all the
trouble shooting stuff online. Yes, maybe, as Marc
says, I may need something to strengthen the signal.
This may not work if the noise level is too high.
First identify the interference and see what you can do to eliminate if at all.
iFelix

I am unable to set up my new Time Capsule with my BT Home Hub - every time i connect the ethernet cable from Wan port to Home Hub, the internet signal drops

Hi there -
I've just purchased a new Time Capsule, and would like to set up a small home network with my Laptop, iMac and wireless printer. I'm following the first steps, but as soon as I connect an ethernet cable between the WAN port of the TC and the ethernet port of the HH, my BT internet connection drops out and I have to restart the HH. Upon which point it drops out again. The airport utility can see my TC, and gets as far as me typing in the new network name and setting up a password, but then it can't quite get through to the next stage. All the time it's just flashing amber.
Please help!

Setup the TC in bridge mode before you cannot it to the HH.
Simply do the setup fully in isolation. And do it by ethernet.
Setup wireless to create a wireless network.
You can use either same SSID =Wireless name as the HH .. same security same password.
Or use a different name and setup.. totally up to you.
Update the TC and then plug it into the HH by ethernet.

Internet drop outs on my G5 since I use a wired router instead of wireless

Hi guys!
I used to have wireless internet at home (1 x G5 & 2 x windows laptops). Internet worked fine and fast. Although I couldn't get all computers into a internal network (for easy sharing files...), but that's not the issue now.
Anyway, I have a new roommate in the house that doesn't have wireless on his windows pc. So, I connected all computers to a 4 ports router. I ditched the whole wireless thing because I couldn't get it working together with the wired router thing. So all computers are linked to the router by cable.
Now, at first everything worked fine. All computers had internet and I even had my long awaited network so that I could share files at high speed between computers (mac - windows). Suddenly, I guess after a couple of hours, my mac started having difficulties finding the network. At times I have no internet, or it takes looooooooooooooong to load up webpages and sharing files with my windows laptop takes like 6hours for 3giga (which normally is done in a couple of minutes). My windows laptop has no problem with internet, no drop out no nothing, everything works fine (except sending files to my mac which also takes hours...).
Anybody knows what to do?
Also anyone knows if the following is possible:
- cable comes in my house (WAN)
- goes to wired 4port router
- from the router 1 wire goes directly to a pc
- from the router another wire goes to my wireless accesspoint which then would be used to connect 1 or more wireless pc's.
- with all that, I'd like to have internet on all computers AND have a fully working network between all computers (mac and windows)
Anyone knows if this is possible?
Thanks for your time!

The wireless access point is a D Link Airplus G+ 2.4Ghz. It has no extra ethernet ports.
I also thought of having a wireless router with extra ethernet ports. But of course this would mean another cost... I was hoping that I could fix it with the things I allready own.
But, nevertheless, there might be a little change in things as I just tried connecting with the second ethernet port on my mac. Haven't had any problems yet (+/- 10minutes). Am gonna try to send big files to my laptop in order to test the speed between them.
Will get back with the results.
Thanks for your help!

Internet drops out

Hi
We have a laptop with Windows Xp Service pack two. We have a speedstream 4200 Ethernet modem and are subscribed to westnet. When I first installed airport express it worked fine for about 3 weeks. We unplugged it and now it keeps dropping out of hte internet all the time. Not sure why. Can someone help?
cheers

I am having the same type of problem. I've had my Airport express for several years and it has worked perfectly. This morning it would not connect to the internet. It's impossible because every minute or so, the internet connection just freezes and I just sit there for about 10 seconds until it reconnects or gets the connection back.
I can connect to the internet via my laptop using a ethernet cable via the cable modem so my internet connection is just fine.
Thanks to Duanne, he wrote the answer...
It sounds like an interference issue.
AirPort: Potential sources of interference
http://docs.info.apple.com/article.html?artnum=58543
Duanne wrote the solution in this post:
http://discussions.apple.com/thread.jspa?threadID=496971&threadrate=1&messageid= 2410808#2410808
The problem with Radio Frec. (RF) interference is that your ability to control it is severely limited. An active device outside of your home could be providing enough interference to drastically hinder your wireless network. Hence your network could have worked for years but suddenly your neighbor gets a new baby monitor and wham! your network goes in the dumpster.
The immediate solution to an active source of interference is to remove that source. But if that is not possible, you can change the channel used by your base station to hopefully locate a channel that is operating better.
I will add ...one more thing... I plugged a new sound system next to the Airport Express, and I think that also was interferencing with the signal. I've plugged the sound system a few feet away and now the problem is solved.
That worked for me!... Good Luck.
---->>>You can change the channel used by your base station to hopefully locate a channel that is operating better.<<<-----

LCP Down/Internet dropping out.

Keep getting drop outs on my Internet. Logs on the router say
Mon, 2011-11-14 13:28:31 - LCP down.
Mon, 2011-11-14 13:28:32 - Initialize LCP.
Mon, 2011-11-14 13:28:32 - LCP is allowed to come up.
Mon, 2011-11-14 13:28:38 - CHAP authentication success
As i can see it only disconnects for a couple of seconds everytime. Now i have a open fault with BT, but they keep ringing me back telling me it's fixed when it isn't. They re-open the fault, but tell me they want to get an engineer into my house and charge me. The fault is 100% not my problem. Happens on two totally different/make of routers. All wires have been changed and new filters put in.

Hi Welcome to the forums
If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it
Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
Then someone here may be able to help and offer more advice.
This is a customer to customer self help forum the only BT presence here are the forum moderators
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Home Hub 5 - Connection dropping several times dur...

Hoping someone wiser than me in matters of broadband can help!
Like others here since having BT Infinity installed in December, I have been plagued with connection problems. We did have an engineer out in Feb who replaced the main socket and it was marginally better. In the last 6 weeks my connection has been dropping several times a day and it's getting very annoying. THere isn't a problem with speed, etc when it's working but it just keeps dropping. Here's the data from the helpdesk page on my home hub manager. Have just noticed that the last update of the firmware was 20/01/15 so am wondering if this is problem as I know there was an update being rolled out back in February for the 5A hub?
Any advice as to how to facilitate that? I have just reset the router but nothing seems to have changed
1. Product name:
BT Home Hub
2. Serial number:
+068543+NQ43144404
3. Firmware version:
Software version 4.7.5.1.83.8.204 (Type A) Last updated 20/01/15
4. Board version:
BT Hub 5A
5. DSL uptime:
0 days, 00:27:36
6. Data rate:
9995 / 39993
7. Maximum data rate:
16662 / 50220
8. Noise margin:
10.0 / 9.5
9. Line attenuation:
22.6 / 18.7
10. Signal attenuation:
22.8 / 20.2
11. Data sent/received:
2.4 GB / 9.4 GB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes
14. 2.4 GHz Wireless network/SSID:
BTHub5-6QTN
15. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:
WPA2
17. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:
BTHub5-6QTN
19. 5 GHz Wireless connections:
Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:
WPA2
21. 5 GHz Wireless channel:
Automatic (Smart Wireless)
22. Firewall:
Default
23. MAC Address:
c8:91:f9:4b:02:d0
24. Modulation:
G.993.2 Annex B
25. Software variant:
AA
26. Boot loader:
1.0.0
Thanks in anticipation !

I would turn off smart setup http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...
I would then split the networks http://bt.custhelp.com/app/answers/detail/a_id/44798/related/1
I would then change the lease time in the hub from 1 day to 21 days
see if that helps
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Home hub problems

hey, wondering if somebody could help me out, in our household we have an infinity broadband package, just a basic one, i'm not the bill payer so can't say exactly which package it is, i know it is not any of the unlimited ones, anyway, to my problem:
for about 3 weeks now, i have noticed issues with my wireless connection to the hub, both on my decktop and my iphone, when i run a speed test using both the BT speed test tool, and several of the well known online speed tests, i'm getting results of less than 1MB/s download speed, and barely 0.15MB/s upload speed, yet with a hardline, download speed shows at around 60MB/s and upload around 3MB/s, couple that with the wireless connection repeatedly and constantly dropping out, both with the desktop and my phone, previously via wireless, i was getting download speeds of around 10MB/s and upload of up to 2MB/s using the various speed tests, so just curious to know if there are any known issues affecting wireless signals from the hubs at the moment, or if this is an isolated problem that would need to looked at by a technician, thanks.

It is possible interference that is causing your low speeds on wireless.
Try a factory reset of the homehub by pressing a pin into the recess button on the rear for about 20 seconds. This often sorts out configuration problems.
After you have done that download, install and run inSSider. It will show you the wireless channels and which one your Homehub is on. You want to find the channel with the least congestion, ie. least number of users. Once you have that you need to change your homehub onto that channel.
See link for insider
http://www.metageek.net/products/inssider/
See link how to change channel on homehub
http://bt.custhelp.com/app/answers/detail/a_id/14094

Home Hub 3 - Connection dropping from N to G?

Hello all; I hope someone can help me with this!
I have recently installed the new Home Hub 3 (replacing a Home hub 1). I have it connected by wifi to a Mac which has a built-in 802.11 connection. The reason I changed to Home Hub 3 is that next month I am getting a digital box for the TV which works best using a 802.11 N connection speed.
Normally, the connection is by 802.11 N (I can see this on the Mac SysInfo), and I get a solid 5 bar connection. However, sometimes this drops to 1 or 2 bars, and the wifi speed drops from N to G. When this happens, I cannot change it back to a N speed without rebooting.
Does anyone know what might be causing this? It seems to be random. The computer is not moving, and is only about 12 feet from the Home Hub with clear air in between. Is it likely to be the Home Hub which is causing the change, or the Mac? Is there anyway to "lock" the Homehub to only broadcast on N?
Thanks for any answers.

the only problem changing the BT Home hub 3 wireless channel manually it stops the new software from finding the best channel one of the features of the new hub. they advise this in the product page details (section taken shown below).What i found was to experiment hub positions my example i have 3 story house so i placed the hub on the second floor away from fridge /microwave/ wireless phone etc on the 1st floor. the wireless computers are on floor 2 & 3, it improved reception by 50%. the computer down on floor 1 is connected by ethernet.
Change wireless channel
Your Hub is always monitoring the wireless channel it’s using and if it detects too much
interference it will automatically change to another channel. If you want to manually
change to a channel of your choice, follow the steps below, but this will stop the
automatic channel selection feature.
1 Access Hub Manager by typing bthomehub.home into your web browser.
2 Click Settings.
3 If asked, enter your Hub Admin password. You’ll find this on the bottom of your Hub.
4 In the Basic Settings menu, click Change the wireless channel to avoid interference.
5 Click the Refresh button.
6 Wait a minute for your device to pick up the new channel.
http://btsupport.custhelp.com/ci/fattach/get/1893113/1296055445/redirect/1

Help! asap please, BTwifi home hub/problem with bt...

Hello
I have bt home hub and btwifi and I also have a tescomobile mobile phone, which, when I am at home, I would normally use the internet on my phone using my btwifi home hub, as this saves me using my 500mb data allowance.
Since installing this app, I have had a lot of problems.
I cannot connect to my btwifi hub through my phone, and although I am only a week into my tescomobile monthly data allowance I have already used half of it.
I since uninstalled the btwifi app but am still getting problems connecting to the internet via my own home wifi.
I have turned my wifi on, on my phone, but it says H+ at the top of my phone.
On the list of wifi it stil says btwifi with fon.
I phoned bt customer services on 0844 38100010, and the gentleman talked me through installing an app called supremocontrol, and he ran a scan on my computer and said that for the last two weeks, I have had hackers in my computer and I could lose my computer.
He said the hackers have been in for the last two weeks, well, I installed the btwifi app about ten days ago, so that kinda matches.
He tried to get me to install security software at £49.00 but I am on a low income and cannot afford to do this right now or for the forseable future.
What help would I like here?
I would like to know how to connect to my home wifi on my mobile again.
I would also like to know the situation regarding hackers and how to keep my computer safe.
I am currently using microsoft security
I am a bit of a dummy regarding all this technical stuff so no jargon please if you can.
Much appreciated

licquorice wrote:
Ectophile wrote:
Where did you get that 0844 phone number from? It doesn't look like any of BT's normal ones. That said, BT uses many different numbers, so i could be off on completely the wrong track.
It looks like some outfit offering contact numbers for different organisations, presumably it just forwards the calls to an 0800 number whilst you pay them for the privilege.
Edit: The OP has transcribed the number incorrectly and added an extra 0 in the middle.
It does look a bit dodgy.
"Contact Telephone Numbers.com is not associated in any way with any company listed on this website. For terms and conditions, visit our terms and conditions page or alternatively the privacy policy and refund policy page. Bill payers must be 18 years and over and have the bill payers permission before making the call. Please read and agree to these terms before using our service. Thank you "
I won't put their URL in this post in case someone sees it and thinks it's a proper link to BT.

BThome hub 2 DHCP drop out

Hi all since last night, 20/01/13. my ipad keeps being dropped the wireless network.. it seems that the bt homehub2 dhcp drops out and I have to go into hub manager to reset the the lease time it was set for 1 day.. QED after 24hrs it duly dropped out. WHY??
I've now set it for 21 days. will this work?? this has only happened since the hub received an upgrade!!! any of you had similar problems ?

franka wrote:
I powered down the hub on several occasions . This did not renew the lease. I turned off the ipad etc and again no automatic reconnect.. Each time I had to manually kickstart the dhcp!!. 2 weeks ago I was roaming in and out of range- mainly to see what range I had, and then it was reconnecting with no issues... So this is a recent issue.. I'll see if it re boots in 20 days...
It should do....
-+-No longer a forum member-+-

Embarq Internet Dropping Out

My house recently switched to Embarq from Comcast. We're using their wireless router, and my connection will occasionally drop out for about 10-20 seconds. It usually happens while I'm playing an online game or watching videos, so I'm guessing it has something to do with bandwidth issues? The only thing is that plenty of other guys in the house play the same game and watch the same videos on their PCs without temporarily losing internet. Any ideas?

it is showing the fire wall is working and your device lease times not any problem there
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Infinity 2 BT Home Hub 3 connection dropping issue...

Hello,
For over 2 months now I have been experiencing problems with our Home Hub 3 restarting and dropping the connection.
It car happen up to 6 times an hour or may be OK for up to 12 hours.
We have had 3 new HH3 routers, three engineer visits, numerous speed checks, line checks (all OK) and calls to 08001114567. As of today nothing has resolved the issue.
I have changed channel, have Openreach Modem & HH3 powered via a UPS, all connections have been checked and all leads changed. I have now lost all confidence in both Level 1 & Level 2 helpdesk. I am considering buying a non BT router to see if that overcomes the issues, but I don't see why I should have to, as I pay for a service from BT which I am not receiving.
Can anyone offer any advise.

HarrisonStephens infinity does not use ADSL filters just a filtered master socket installed by Openreach when infinity is installed
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Does 10.5.6 fix internet drop out since 10.5.2?

Hi all,
Every since I tried to update to 10.5.3 my internet connection was very slow, then lost and dropped out altogether. I installed all subsequent updates, but the problem remained. I had to roll back to 10.5.2 each time to be able to use my internet.
Don't bother giving me all kinds of technical suggestions or fixes. Nothing works. I tried everything. I just want to know if 10.5.6 solves the problem or not, before I update. Those who have the same problem, will surely know what I am talking about.
Thanks, Eddy

There are fixes for AirPort in the 10.5.4 update. They are...
1. Addresses AirPort reliability issues with 5GHz networks.
2. Addresses AirPort issues that may result in slower performance in Logic Studio or MainStage.
So update your computer, your issue might be solved.

BT Home Hub 3 Problems - Internet drop out

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