BT Internet major issues, cuts out, lag, high ping, slow internet. Please help! :(

[CostaP]

Background Information about the issue:

Since the start of January, my Internet has been awful. The main problem is that it is always cutting out, as in, the wifi bar at the bottom right of my screen would show a sort of yellow warning symbol to basically tell me that the connection cut out. Yet the wireless router has all blue lights on. So I would have to continuously press the reset button on the router to get it connected again. This was not just on my PC, it would also disconnect on my brothers pc aswell. It came to the point that as soon as you heard him playing the guitar, you knew the internet went out as he was not on the internet haha! There are also smaller but annoying factors such as high pink/lag spikes in game, slow internet in general sometimes. This never really used to happen before, we phoned BT, an engineer came round and said it was an internal problem within the property, and his only advice was to: Change wirelesss channel or something along those lines.

When I use the I-pad2, watching streams on Twitch, youtube videos, the internet keeps disconnecting from it, so I have to find internet settings on the ipad and connect again. Also, when I use the internet on my phone, on google chrome, the internet in the house cuts out and I am wondering why that is!.

Information you need to know (I know there are something I have not mentioned as I am not sure how to find it, I even looked online but no help! If you really need it, just mention it to me and I will try my best to find it, with the help from you :3 :

-My router make is 'BTHUB-3'
-My modem is an 'openreach'. It is connected to 'Lan1', which is flickering a bit

PC Information:

- Motherboard: Manufactirer is MSI, and model is MS-7808
-Powersupply: Make is Cooler Master Extreme Power Plus 500W, Model information RS-500-PCAP-I3
-USB Wireless adapter: Netgear Wirreless N-300 USB adapter, WNA3100
-Operating System: Windows 10. Not sure whats meany by driver version, graphics driver??

-My internet service provider is BT. Not sure by connection type?
-I have in total 8 devices thats using the internet. 2 PC's, One I-pad2, and 5 family member phones.

I would appreciate any professional help as the problem is really getting to me! Especially whilst doing Uni work, the internet cuts out and interrupts the work. Thank you

 

[makkem]

Hi
Are any of your devices connected by an ethernet cable ?

 

[CostaP]

Hi
Are any of your devices connected by an ethernet cable ?

No, everything is wireless. My house has 3 floors, the BT wireless internet is on floor 1, my brothers room/pc floor 2, I am floor 3. I presume only the pc's can have Ethernet cables, but no its just wireless

 

[Shaun o]

If you use wi-fi for all of your devices around your house.
Simply log into your wireless router via its webpage login through a browser address.
Or type in the router/ Gateway IP address to reach the login page of the router.
Use a wired connection, from a laptop to one of the ethernet ports on the back of the router.

If you do not know the username and password to login to the router you can find it on a sticker on the back or underside of the BTHUB-3.

Once logged into the router go to your wireless settings page or menu option.

Lower the speed of the broadcast signal.
Make sure greenfield mode is enabled if you have the option.
And you should also see a box where you can change the channel number your router broadcasts your wi-fi signal on.
Change it to a new value or select one that is higher up in numerical value.

Apply the new settings then log out of the router.

Now test each device that uses wi-fi and see if it still disconnects after a few minuets.
The most common problems with using wi-fi are that the adapter or wifi devices in each laptop or device you use, cannot fully keep a sustained connection to the Wi-fi network due to the signal broadcasted from the router being to high in frequency.
And the adapters not being fully compatible working at that speed.

The other is cross talk, where you can have a lot of wi-fi signals in the area that are close to what your router is broadcasting and running on the same channel number when setup.
Causing the situation where you may experience frequent disconnection from your own wi-fi net work due to the crossover of signals.

The third factor of course is distance from the router broadcasting the wi-fi signal.
Or if on the same level as a device you use such as a laptop with it how many solid walls the signal has to pass through.
Also if the device you use is on another floor to your router it will result as well as the distance from the router to a much weaker signal, where disconnection is more likely from a wi-fi signal.

If you have a ADSL type connection and you are getting high pings or latency.
Try swapping the filter that is used and connected to the master phone socket of the house.
Faulty Adsl filters can have this effect.

 

[mcnumpty23]

what speed are you paying for?

what speed is reported in the router config page?

been there with BT myself its like banging your head off a wall with them sometimes especially if you get the indian call centre

after 15 years as a loyal BT customer i switched to plus net

who ironically are owned by BT anyway but so far found their customer support great

 

[CostaP]

If you use wi-fi for all of your devices around your house.
Simply log into your wireless router via its webpage login through a browser address.
Or type in the router/ Gateway IP address to reach the login page of the router.
Use a wired connection, from a laptop to one of the ethernet ports on the back of the router.

If you do not know the username and password to login to the router you can find it on a sticker on the back or underside of the BTHUB-3.

Once logged into the router go to your wireless settings page or menu option.

Lower the speed of the broadcast signal.
Make sure greenfield mode is enabled if you have the option.
And you should also see a box where you can change the channel number your router broadcasts your wi-fi signal on.
Change it to a new value or select one that is higher up in numerical value.

Apply the new settings then log out of the router.

Now test each device that uses wi-fi and see if it still disconnects after a few minuets.
The most common problems with using wi-fi are that the adapter or wifi devices in each laptop or device you use, cannot fully keep a sustained connection to the Wi-fi network due to the signal broadcasted from the router being to high in frequency.
And the adapters not being fully compatible working at that speed.

The other is cross talk, where you can have a lot of wi-fi signals in the area that are close to what your router is broadcasting and running on the same channel number when setup.
Causing the situation where you may experience frequent disconnection from your own wi-fi net work due to the crossover of signals.

The third factor of course is distance from the router broadcasting the wi-fi signal.
Or if on the same level as a device you use such as a laptop with it how many solid walls the signal has to pass through.
Also if the device you use is on another floor to your router it will result as well as the distance from the router to a much weaker signal, where disconnection is more likely from a wi-fi signal.

If you have a ADSL type connection and you are getting high pings or latency.
Try swapping the filter that is used and connected to the master phone socket of the house.
Faulty Adsl filters can have this effect.

I logged in and on settings>wireless I only see wireless config and wireless channel. Cant see anything related to "Lower the speed of the broadcast signal,Make sure greenfield mode is enabled if you have the option."

My channel is also on number 1, I was reccomended by the bt technician to change it to something like 6 or 11? Is that ok? What will that do? I am scared to change anything as it might mess up my settings. And if it involves "trial and error" I would rather leave it until I finish uni, so if there are internet problems its after the work is completed.

Also, it does not disconnect every few minutes, well the ipad internet does, but the pc internet is totally random, internet cut soff but all blue lights are on so requires a reset.

Is it worth just phoning an engineer, and he will fix it interally but with a charge of £120. Or is it something I can completely fix?

 

[CostaP]

what speed are you paying for?

what speed is reported in the router config page?

been there with BT myself its like banging your head off a wall with them sometimes especially if you get the indian call centre

after 15 years as a loyal BT customer i switched to plus net

who ironically are owned by BT anyway but so far found their customer support great

hmm the price, not sure as my father pays. My internet speed is 104.0 Mbps. I just randomly saw it drop to 54/75 but it went back up to 104.0 Mbps. Yes, I too have spoken to BT (in India) who have been no help. Will give bt uk a call one day to see what they can do, even though an engineer came down already.

 

[mcnumpty23]

thought BT only went up to 76Mbs

what speed is reported as the sync rate in the router config page?

 

[CostaP]

thought BT only went up to 76Mbs

what speed is reported as the sync rate in the router config page?

Not sure where I would check that sorry

 

[mcnumpty23]

will be settings/broadband/connection/downstream

 

[mcnumpty23]

like here

 

[CostaP]

will be settings/broadband/connection/downstream

like here

It only shows Line state and Connection time. Would an internet speed test help? It shows the download speed and upload speed, not sure if thats what sync rate for the upstream/downstream is??

 

[mcnumpty23]

should be in there somewhere i have a home hub 5 so might be in a slightly different place

i would suggest trying to get a home hub 5 out of them --not saying it will cure anything but its better than the 3 and doesnt need the modem either

if you cant find the sync speed what do you get if you try speedtest?

though thats not as accurate as finding the sync speed in the config

 

[CostaP]

should be in there somewhere i have a home hub 5 so might be in a slightly different place

i would suggest trying to get a home hub 5 out of them --not saying it will cure anything but its better than the 3 and doesnt need the modem either

if you cant find the sync speed what do you get if you try speedtest?

though thats not as accurate as finding the sync speed in the config

How much extra is it go get hub 5? The speedtest shows 19.09mbps for download speed, and for upload speed it shows 15.76mbps

 

[mcnumpty23]

19 down is really poor if you are on infinity though 15 up is good

heres mine if i disable ethernet and use wifi

and usually i talk them into replacing the hub with the newer model for nothing--if you havent had a hub upgrade in over a year you should be able to get a 5 for free--though usually depends who you talk to--best trick is when in the options menu pick retentions/thinking of leaving

that goes to the uk then not india and you have more chance of getting a free hub and even a discount

mine has a max of 38Mbs on my wifi

 

[CostaP]

19 down is really poor if you are on infinity though 15 up is good

heres mine if i disable ethernet and use wifi

and usually i talk them into replacing the hub with the newer model for nothing--if you havent had a hub upgrade in over a year you should be able to get a 5 for free--though usually depends who you talk to--best trick is when in the options menu pick retentions/thinking of leaving

that goes to the uk then not india and you have more chance of getting a free hub and even a discount

mine has a max of 38Mbs on my wifi

Ok great! Will definitely try it, hopefully the hub5 can improve the internet cutting out. They might also say to change the channel as well. Appreciate the help !

 

[mcnumpty23]

you are welcome and the hub5 has automatic channel skipping

that is its meant to change itself to another channel if the one its on is too busy/getting interference

cant remember if the hub 3 can do that or not