BT Infinity - Random disconnects

TheGentry · 9 Dec 2016 at 02:08

So i have BT Infinity, i have a BT Hub 6A and the firmware version is
SG4B1000223E

My PC is connected to the router via wired connection, and every 20-30 mins i have a random disconnect for 30-60 seconds and it connects back, as i do game CS, Overwatch, ect this can be very annoying.

I have tryed a new cable no luck, it is connected to the master internet socket, i have tryed to factory reset the router and nothing seems to work.

Just wondering if anyone has a solution/fix or anyone in similar situation.

hughtrimble · 9 Dec 2016 at 02:14

Not sure on the firmware, but yours sounds the same as mine. Mine's fine on my PC, but my mobile gets disconnected perhaps every 30-40 mins on WiFi - this is not an issue with any other WiFi I connect to and was not an issue with the old Homehub on non-Infinity BT.

TheGentry · 9 Dec 2016 at 03:00

I might try borrow a friends router to see if its just the router but no idea

Tefal · 9 Dec 2016 at 04:08

Have you logged into the router?

That seems to assosiate it to your account and your device's default to it otherwise they try to jump to all tge other bt wifi points/routers near by

Jasonpoon · 9 Dec 2016 at 07:19

Is it just your PC that is dissconecting or is it every device?

edscdk · 9 Dec 2016 at 07:29

set a ping going to the router and another to 8.8.8.8, if router ok when 8.8.8.8 fails call BT...

if the ping to the router stops then it might be your problem

TheGentry · 9 Dec 2016 at 15:00

Im not 100% sure, the only other device i use is my firestick and stream but when it stream it preloads a lot of what im streaming so i dont know if it stops for 30-60 seconds, and sorry what is this setting ping sorry if im being stupid

TheGentry · 9 Dec 2016 at 15:01

Tefal said:
Have you logged into the router?

That seems to assosiate it to your account and your device's default to it otherwise they try to jump to all tge other bt wifi points/routers near by

and its wired connection? im not sure it would try and jump around finding other routers and wifi points

bremen1874 · 9 Dec 2016 at 15:12

ping...

open a command prompt
type PING 8.8.8.8 -t
hit return

This will repeatedly ping Google's DNS server and you should see the replies.

Open a second command prompt and this time replace 8.8.8.8 with the IP of your router. If you don't know the router's IP address type IPCONFIG at the command prompt and look for the default gateway, it'll be something like 192.168.0.1.

Leave both running. When the connection next drops check and see if both, or only one, of the pings stops receiving replies and report back.

TheGentry · 9 Dec 2016 at 16:22

Cheers for replys will do when I get home

KIA · 9 Dec 2016 at 18:22

What's in the router log?

TheGentry · 10 Dec 2016 at 02:17

02:17:11, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set inactive
02:17:07, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:16:59, 10 Dec.
:HTTP UserAdmin login from 192.168.1.253 successfully
02:16:32, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:16:28, 10 Dec.
:HTTP UserBasic login from 192.168.1.253 successfully
02:15:55, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:15:34, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:15:21, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:15:10, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
02:15:05, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:14:43, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:14:08, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:13:29, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:12:52, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:11:52, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:11:01, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:10:13, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:09:23, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:08:40, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:07:55, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set inactive
02:07:40, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set inactive
02:06:54, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:06:24, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set inactive
02:06:15, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:06:04, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:05:43, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:05:42, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
02:05:39, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:05:39, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set inactive
02:05:13, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
02:04:55, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:04:24, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set inactive
02:04:06, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:03:54, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:03:39, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
02:03:33, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:03:22, 10 Dec.
ppp1:TR69 ConnectionRequest Failed
02:03:22, 10 Dec.
ppp1:TR69 ConnectionRequest: processing request from ACS
02:03:21, 10 Dec.
ppp1:TR69 ConnectionRequest Failed
02:03:21, 10 Dec.
ppp1:TR69 ConnectionRequest: processing request from ACS
02:03:21, 10 Dec.
ppp1:TR69 ConnectionRequest Failed
02:03:21, 10 Dec.
ppp1:TR69 ConnectionRequest: processing request from ACS
02:03:05, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:03:03, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:02:59, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
02:02:41, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:02:28, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:02:24, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set inactive
02:02:14, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
02:01:54, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:01:37, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:01:31, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
02:01:26, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:01:20, 10 Dec.
ppp1:TR69 ConnectionRequest Failed
02:01:20, 10 Dec.
ppp1:TR69 ConnectionRequest: processing request from ACS
02:01:20, 10 Dec.
ppp1:TR69 ConnectionRequest Failed
02:01:20, 10 Dec.
ppp1:TR69 ConnectionRequest: processing request from ACS
02:01:19, 10 Dec.
ppp1:TR69 ConnectionRequest Failed
02:01:19, 10 Dec.
ppp1:TR69 ConnectionRequest: processing request from ACS
02:00:54, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:00:50, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
02:00:45, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
02:00:03, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
02:00:01, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
01:59:57, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:59:22, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:59:18, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
01:59:18, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:58:40, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:58:32, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
01:58:32, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:58:09, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:58:02, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:57:48, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
01:57:39, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:57:23, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set inactive
01:57:08, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set inactive
01:57:00, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
01:56:55, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:56:37, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:56:08, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
01:55:55, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:55:47, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:55:25, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
01:55:09, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:54:53, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:54:20, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host fe80::1cde:c062:7745:42bf is set active
01:54:15, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:2967:b207:c81d:8044 is set active
01:53:52, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set inactive
01:53:22, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:52:44, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:52:07, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set inactive
01:51:23, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:50:51, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:50:33, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:50:07, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set inactive
01:49:03, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:48:44, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active
01:47:36, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set inactive
01:47:03, 10 Dec.
BR_LAN:LAN Neighbor Discovery : Host 2a00:23c4:687d:eb00:90e:58d1:4cc:9baa is set active

TheGentry · 10 Dec 2016 at 03:15

and this happened when i did the ping tests

bremen1874 · 10 Dec 2016 at 03:27

Both dropped at the same time. That suggests a connectivity issue to the router, or a problem with the router itself.

If the ping to 8.8.8.8 (Internet) had dropped but the ping to 192.168.1.254 (local) had remained constant that would've indicated a problem with the broadband connection.

Anything in the router logs at about the same time?

It's also worth posting the details of your PC hardware/software setup.

Is this a setup that was previously stable, or something new?

TheGentry · 10 Dec 2016 at 16:15

Yeah I've moved to a new house was with virgin before but couldn't get it now my new area so with bt everything hardware is the same since it was stable before

TheGentry · 10 Dec 2016 at 18:57

this is what happened when it disconnected

Dave**** · 10 Dec 2016 at 19:11

I had the same problem the past few weeks. I had a HH3 though, I swapped it for a TP link router and the random disconnects on wifi stopped happening.

Just had some other problems with my Ethernet connection tonight but restarting the cable router seems to have fixed that.

TheGentry · 10 Dec 2016 at 19:54

another log with more info, ive tryed reseting still happening

opethdisciple · 11 Dec 2016 at 14:45

First thing to do is request BT send you a new router. Change all your cables connecting the PC's to the router as well.

However.... are you running windows 10?

There is a new bug that is doing the rounds and maybe could be be related.

I have seen it on my own PC this week, but only once thankfully.

With me, the PC was on and I have the DNS servers statically assigned. I was browsing fine and then suddenly my PC was no longer able to resolve DNS queries. I thought it might be Google DNS being down, but it wasn't and my Linux machine was working fine and could also ping 8.8.8.8 whilst the windows machine couldn't. Windows networking was just saying identifying network....

I rebooted it and it's been fine since.

Then I started hearing of this new Win 10 bug so assumed it might be related.

Caged · 11 Dec 2016 at 14:49

It's showing ethernet port 2 physically dropping. Is that where your PC is connected?