Connection drops with message about poor security

[#1]

Received a Hub two and now all connected, however the connection frequently drops and we get a message on the connected devices saying poor security. We are not technical and so using the default settings on the router. Can anyone point us in the right direction as my kids are screaming 😢

[#2]

What sites are displaying this message? With the Hub2 in the default state, this sounds a little suspicious?

[#3]

Added thought - thinking about this, I suspect someone has either been on a dodgy site, or downloaded a 'free' program which is actually a virus, or contains one.

[#4]

Hi
When I go into Wi-Fi settings on my iPhone or iPad it shows the Wi-Fi connection as weak security?

[#5]

@Hummingbird Nothing to worry about - that is just Apple being over-cautious. A new security protocol (WPA3) has been released, but very few current modems/routers support it. To be honest, it is nothing to be worried about.

Your dropping connection issue is unrelated to this, but needs sorting - if you like, I can post a 'help guide' which may show us what the issue is.

[#6 · Accepted solution]

Thanks John, understood and very helpful. I delved a bit further into the Apple security guidance and this matches what you say.

[#7]

@Hummingbird Are you still suffering from dropping connections?

[#8]

Yes, the drops are now and again. Kids stamping the floor is usually a good sign😂 I thought it might be due to a new router bedding in, so will give it a few more weeks 

[#9]

@Hummingbird Hubs don't need 'bedding in' they either work as expected or don't. I note you say you are not technically minded, but if I post a 'Help sheet' would you be able to follow it? It is always better and easier to resolve a problem when it starts.

[#10]

Help sheet would be great

[#11]

OK - it is more one to help fellow Community members to help others, but I will post it below. If there is anything you need help with about it, just ask - we don't expect everyone to know everything. 😉

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

I'll be offline very soon, but I'm back by 8AM most days.

[#12]

Hi there!

I'm really sorry to see your connection's dropping with your new router. I've tested your line today and the tests aren't showing any issues with your router getting a solid 65mbps and there's seems to have been no broadband drops for 2 days. 

Firstly does the light on the front of the router change colour when your connection drops or does it stay blue?