BT Infinity, please help

juleeann

Hi, we had BT Infinity on the 18th feb, since then we have wireless disconnection every 5 to 10 mins sometimes it can be about 3 times within a 5 min period. I only upgraded to infinity as the advisor said it was brilliant for online gaming, my boys have playstation 4 and xbox 360. They are continously dropping wireless connection and making games unplayable. I have spent so many hours on the phone to various call centres since the 18th of feb who in all fairness sent a new hhb 5, unfortunately the problem persists. We have tried different frequencies, re-setting everything. They have now told me to buy a wireless booster or use cables to connect the consoles directly to the hub, i cant do this as the 2 consoles are upstairs and i dont want wires everywhere, they even said bring the consoles downstairs next to the hub, its not what i upgraded to and paying more for. I had no issues whatsoever on the old internet and hhb 2. I am not very tech savvy so is there anybody who could give me any advice thats not too confusing. Thankyou.

Fruit_and_Nut_Case

As a test, why not bring one console down near the Hub for an hour or so?

If it maintains a good connection that will show that it is a distance or signal-strength issue. If not you will be able to get back to BT and tell them they're talking rubbish.

forgotmyname

Is it just the wifi losing connection of is it still dropping the connection to the internet?

Do you unplug the modem or router at night?

VisionMan

BT don't promise wi-fi for third party devices. It could be your homes layout that is the problem.

If a direct wired connection is not feasible, have you considered using 500Mbps powerline adaptors?

http://www.amazon.co.uk/TP-Link-PA411KIT-AV500-Powerline-Adapter/dp/B0084Y9N3O/ref=sr_1_1?s=computers&ie=UTF8&qid=1393793462&sr=1-1&keywords=500mbps+powerline+adapter

They use your homes electrical wiring as a physical link between your devices and the hub. 1 PLA required for the hub and then 1 PLA for each device. They are very good.

juleeann

Thank you for your replies. We have tried a console downstairs nearer the hub and it still drops connection and we always leave the hub turned on. We don't lose the internet, i have a wired computer in the living room but it can at times seem slow. Its the wireless connection that's dropping then it reconnects itself then drops again every few minutes. It also seems to get worse in the evening but the internet is still on but seems slow to connect at times. My hhb3 never lost wireless connection its only since having hh5 and infinity. Surely infinity and the hh5 should be fit for purpose and the BT adviser told me it was brilliant for gaming etc. Looks like we will have to invest in some powerline adapters.

StuC75

get inssider installed on a laptop and see if there is interference from any other wifi points?.

Otherwise try the homeplugs to give a wired connection - as Ive always found this to be much better than relying on wireless - afterall it could even be an issue with the consoles

juleeann

The consoles are new playstation 4's and we have also tried the xbox 360 and the same thing happens to them all. What is inssider? im not very good with tech stuff.

StuC75

Its a pc application which will monitor what other wifi signals are present in your house - along with the channel that they are using. So usefull troubleshooting application.

running this on a pc next to the console and waiting for the connection to drop will show if there is a spike in a signal nearby - as some routers are set to 'announce' signal so that spike could affect your signal..

Do you know if you are just using the 2.5ghz connection or on the 5ghz band, as sometime other devices could impact eg microwave \ some cordless phones..

Wifi range can vary on the construction of the house - old stone \ RSJ Steelwork and the number of floors you are connecting over weaken the signal.. What is the signal strength normally showing as when connected.

Do they tend to play the same together? as know the xbox sometimes has issues with NAT addressing when used to have 2 consoles running and in shared lobbies on games..

juleeann wrote: »

The consoles are new playstation 4's and we have also tried the xbox 360 and the same thing happens to them all. What is inssider? im not very good with tech stuff.

juleeann

Im not sure about the 2.5ghz and 5ghz, from what i was told the hhb 5 switches between them, but i dont really understand it to be honest. Our house is just the normal standard brick semi, just 1 floor between hub to bedrooms, and 1 wall between dining room and living room where my hubby sometimes plays his xbox which thinking about it always knocks the boys off their play stations upstairs. When its on the signal is good but just keeps dropping then connecting again. The hhb 3 never dropped wireless and i regret being talked into having infinity now.

juleeann

I've just been doing some research and it says xbox 360 and playstation 4 do not support 5ghz. Is this true and would that be causing the problems we're having? Its seriously doing my head in now and im so tempted to try and downgrade back to hhb 3 that
we had before with no problems.

VisionMan

juleeann wrote: »

I've just been doing some research and it says xbox 360 and playstation 4 do not support 5ghz. Is this true and would that be causing the problems we're having? Its seriously doing my head in now and im so tempted to try and downgrade back to hhb 3 that
we had before with no problems.

juleeann, the BT HH5 is whats known as dual band, which means it can switch frequencies. But I don't have one and so can't help you do that. Hopefully someone who does have one can help you out.

Edit - or just go the powerlines route.