Partial Broadband Dropouts

[tdmello]

As of last week, I have been getting full dropouts in Wi-Fi service and some Ethernet dropouts (some devices still work via ethernet and other's don't such as EETV). Not sure if "dropouts" is the proper terminology but all the devices are still connected to the internet (like 3 Wi-Fi bars) but nothing loads, even after waiting several minutes) . The only fix is for me to restart my hub (I have also tried refreshing the connection via the EE text thing which just results in the same solution). The only problem is this fix might last about a day and then it drops out again or if I'm lucky I'll get a full day of proper connection until it drops out the following  day. I currently have a BT Smart Hub 2. Any sort of guidance or solution as to what I can do would be appreciated. I did see I have a Smart Hub Plus from EE on my plan but never bothered chasing up on it since the SH2 was working fine, thought I'd mention it since maybe my router needs to be replaced?

 

[Mustrum]

@tdmello   how did it go with the engineer today?

What did they do and has it made a difference?

[tdmello]

Mentioned it in an earlier reply to Jim, however in essence he ran some "tests", none of which failed. reset the ONT and said can't replace hub since he can't see any issues even though I physically showed him permanent buffering on multiple devices wired/wirelessly. he said if I do have the issue again, can call up to replace hub (and then if that doesn't work they will send an openreach engineer to look at the outside cabling which i highly doubt is the problem given speeds are fine/restarting hub instantly fixes the problem but i am no expert by any means) Whether it has made a difference yet or not, wouldn't be able to tell since the hub restarting has been a temporary fix for me. I do expect it to reoccur either tonight or by tomorrow evening following trends in the past 2 weeks so will keep this post updated.

[tdmello]

Yup issue still continuing, will call them up tomorrow to hopefully issue a new hub no questions asked then update back here to see if it has fixed the problem or not in couple days time.

[JimM11]

@tdmello When i get time tomorrow, will power up my laptop i had over in Ireland, think i have a note of the two FW versions that i seen know for sure the earlier is on this site with the 40/10 split screen captures, and the later was 1st Apr when i did the Factory Reset and it updated as i saw it in the logs, thought good April fools day that one.

Firm believer myself that Factory resets do nothing, but it is mainly due to the fact i don't want the hassle of re-doing my network, but if needs must it is an option. Lets see what and if you get, would connect up to the new with an Ethernet and capture what it is like OOB so you know when it connects what happens, the BT Smarthub2 advanced event logs are VERY detailed and capture everything, nearly makes a cuppa also with all that info.... 

[JimM11]

@tdmello Sorry had a look and really thought i had captured the latest BT FW on the 1st Apr but did not, think it is or about what you posted, the earlier update Mar 15th when connected and updated at that point was v0.44.00.04123-BT and have the event file from the 15th - 25th Mar...

Was not important obviously to me  but for sure the Factory reset applied before i left did do the update, as i was surprised so that is a standout that i would not forget, just wish i had grabbed the event log duh...

Can only hope your system gets there, do keep us posted. Jim

[tdmello]

Alright soooo... Got the new hub today (EE SH which is just reskinned BT SH2). Connected it blah blah blah, all good till once again about 15 odd mins ago. Same issue, some devices work on Wi-Fi some don't, some on ethernet and others don't... This has bewildered me quite a bit as I had initially said I thought it was a router problem given the nature of it. I can get full connection on some devices and others take plenty to load. Will probably call them again tomorrow to at least get an Openreach engineer booked at the earliest. For Jim, I am on a diff FW to what I was on from the old router. Same as the one in your latest comment: v0.44.00.04123-BT. It seems to always be happening in the evening at some point i.e 7pm onwards but usually around the 9 mark. Only one occurrence with it at about 4-5pm

[JimM11]

@tdmello Sent PM. Jim

[tdmello]

Same issue again today. Called them up, and went in an absolute circle. Had to pretty much explain the whole issue once again to two different people this time. First person pretty much did a diagnostic and said I had issues with wifi congestion and then my TV. He said to eliminate issues that he will forward me to the TV team, bearing in mind I didn't even know the issue with the TV. The "TV team" then asked me what my issue with the TV was and I said nothing then proceeded to explain my whole problem again. She then did a diagnostic and said nothing was wrong. They both decided to just refresh my wi-fi and scan for the optimal channels (at this point the hub was restarted by the first guy so internet was perfectly fine whilst the second woman did it). I asked to get a SH+ sent out to see if it was the model of the router affecting the problem (as a shot in the dark), but she suggested to just get another engineer sent out "closer to the time" at 4pm-6pm on Monday. I suggested that would be even more inefficient than the last engineer visit (given I kept the issue on overnight for the engineer to see in the morning for the last visit). Wouldn't budge on sending a SH+ because SH2 is fine with my package which is reasonable but as I said earlier I physically said "A different model of router might be worth trying as a shot in the dark" and I believe this is probably a better chance of solving the issue than another engineer visit when the internet works fine at those times. I am not leaving my internet dropped out from the previous evening for this engineer visit given its at a later time when my family needs it + the fact the previous engineer dismissed it anyways. Will see how it goes from there anyways folks

[Christopher_G]

Thanks for the update, @tdmello 

Hopefully this second engineer can figure out what's causing the problem and take appropriate action.

Please keep us posted on what happens.

Thanks

Chris