Frequent BT disconnects

kev2009

Hi,

Recently over past few months, I'm getting random disconnects from ISP (BT).. sometimes it will re-connect after a short period of time, other times I need to physically reboot it.
Prior to this, the router has been pretty solid, it always randomly reboots during the night but that's fine with me as I'm seldom using it then and its always back up by the morning but past few months, it disconnects during the day.  I'm wondering if perhaps the BT Smarthub I have is having issues... and I'm considering getting the BT Smarthub 2.  Do you think this will resolve the issue, have other people had this?
Smarthub has been on on 24/7/365. I think i got it maybe 6 months after it came out (just to ensure there were no major issues with it), not sure when it came out but I think I must of had it 3 or 4 years now.  As it's always on, I figured maybe it's now showing signs of age etc.  I bought this one outright, wasn't supplied to me with my broadband package so I can't phone BT and request a replacement etc as I bought this one.  To cut a long story short, the old router I had a good few years back had poor wifi and BT wouldn't supply me there newer router (one of the old BT hubs) so i just bit the bullet and bought it myself outright and it was much better.
Thanks
Kev

Neil_Jones

Change filter if you haven't done so already.

JJ_Egan

Put the old router back and phone BT .

[Deleted User]

First port of call would be to check all your connections and filter, just disconnect and reconnect to make sure they are all firmly connected. Also get BT to do a line test, phone them up or go online and they can carry this out.

Check the event log on the router to see whether a reason for the for the disconnects / reboots. 

Check the firmware is the latest version for the hub.

kev2009

Thanks all.
Don't have old router first ever BT router was many many years ago.
Don't have any filters, the socket itself does the filtering.
Log shows lots of entries, connection to internet terminated, PPoE timeout error
firmware updated last in March 2020, it has done these automatically, i've never update it manually.
Thanks
Kev

JJ_Egan

Could be the socket filter has failed .

Try your BT Help page  community forum .

https://community.bt.com/

kev2009

Thanks, i guess but not sure as never had a issue, I suspect the router tbh, no faults in my area reported, at present its been connected for 1day 10hours, previous to that was 3 days so still a bit up and down, so might look at the new router.
Thanks all
Kev

wasty

I’ve got a BT Home Hub 3 and have had the same problem several times every day for months, quite often it occurs around the same time of day, eg lunchtime. I complained to BT a could of months ago and the problem disappeared for 4 days, but then came back.

I’ve just replaced the filter and the power lead was half out, so I will see if that solves the problem.

kev2009

Thanks, BT Home hub 3, that brings back some memories I had one of those also, good few years ago now though.
Reason I'm suspecting the router is nothing has changed in the setup since I got that router some 4 years ago probably.  No one touches it, it just sits there and has had no issues at all until recently.  I don't use the filters the router came with, I have a face plate on the socket that does the filter bit and again that's not changed either.  My previous smart hub 6 went a similar way, worked fine for few years then started having random drop outs and got to the point of needing regular power cycles so hence i bought a replacement router (smart hub) and it has worked fine since.  Hence as the pattern is similar to before, I'm thinking maybe 4 years of constant use, dust etc maybe its coming to the end so considering the smarthub 2 as a replacement.  If it doesn't fix the issue, I'd not really be any worse of as I'd have  new router for which I could also get the wifi disc for to give better coverage in some areas of the house for wifi, I use a desktop mostly and have wired ethernet.
Thanks
Kev

wasty

Ah well that was a waste of effort, as right after I posted my reply, it dropped out again.

I don’t have a password to give BT, and so I have to wait until they send me one so that I can arrange for them to check the line.  It’s a terrible organisation, absolutely no customer focus!

kev2009

Hope new router/hub sorts the problem for you when you get the details.
Kev