topic Re: Chromecast keeps disconnecting in Streaming

Chromecast keeps disconnecting

Majikthyse — Sun, 31 Oct 2021 17:08:07 GMT

I see there are two other posts on this topic, but no solutions. I have Google Home on Motorola G7 Play, Android 10. This problem has been much worse since we changed ISP from Virgin Media to BT Internet. I am on the full fibre package, currently running at 72 mbps on ethernet, 32 on wi-fi). The TV is an admittedly old Panasonic TX-L32S20BA, which plays DVDs from an external player very well. I use the Chromecast to watch YouTube, and catch-up TV using broadcasters' apps - mostly BBC iPlayer.

Every few minutes the connection drops and Chromecast goes to default screen. I usually have to reboot the Chromecast and restart the phone app. Sometimes the sound turns off, prior to the connection dropping completely. A few days ago I thought I had found the problem, as after a dropout I found that the wi-fi bandwidth had dropped to 0.5 mbps while the ethernet stayed at 72. BT support did some tweaks and wi-fi has stayed at around 30, but the Chromecast still keeps dropping out. I know wi-fi interference can be a factor, and we get a strong signal from a neighbouring BT router. BT support claims to have adjusted for this. Despite BT's guarantee, we don't get a wi-fi signal in the furthest room from the router so have to use a TP-Link powerline adapter, wired to the router upstream. I make sure the phone is connected via wi-fi to the router and not the adapter. When trying to use the Chromecast there are no other devices making big demands on wi-fi. I have removed and reinstalled Google Home. Nothing makes any difference.

The problem is that I don't know what is at fault. Every provider will blame the others. There is no alert or error message when this happens. Is there a log I can look at somewhere to see what is causing this? I have "Send error and crash reports to Google" turned on but I'm doubtful Google does anything about those, or even if they are sent at all. I am on the second Chromecast now and I am not going to keep buying them until something starts working properly. I suspect the hardware is actually OK as it displays the default screen and starts up fine.

Re: Chromecast keeps disconnecting

Ashepherdson — Sun, 31 Oct 2021 21:42:28 GMT

I hate to be "that guy" but it really sounds like a Wi-Fi- coverage issue here, and signal extenders are kinda known for causing loopy issues as well. If you have a neighbor that has the same router, its possible its on the same channel and is causing interference, can you adjust your Wi-Fi channels on your router?

Re: Chromecast keeps disconnecting

Majikthyse — Mon, 01 Nov 2021 12:02:51 GMT

Thanks, I agree that it's most likely a wi-fi coverage problem. But Chromecast is the only device that drops the connection. Others may show data loading delays, but they always recover. The router, according to BT, "intelligently" monitors channels and chooses a vacant one. I have accessed the event log but I don't really know what I am looking for.

Re: Chromecast keeps disconnecting

Ashepherdson — Mon, 01 Nov 2021 13:00:59 GMT

Sooo.. did some digging, this article may help you out, it seems that there have been so many users of BT broadband with issues on their chromecasts that Google has created a support article about it!

https://support.google.com/chromecast/answer/4641787?hl=en-GB

For your situation here are the suggested steps:

You can continue to use Chromecast by disabling the Smart Setup feature. You can learn more about switching Smart Setup on or off or follow the steps below:

In a browser window, navigate to http://bthomehub.home.
Click Advanced Settings
Enter your password (this can usually be found on the bottom of the HomeHub router).
On the next page, you'll see a prompt explaining that changing the settings is not needed for general use. Click Continue to Advanced Settings.
Select “Home Network”
Select "Smart setup."
When you see "Enable smart setup," select No. (If it currently says "Yes," make sure to change it to "No".)
Click Apply to save your changes.

Re: Chromecast keeps disconnecting

Majikthyse — Mon, 01 Nov 2021 14:09:15 GMT

Many thanks again, but I have a Smart Hub 2 which may imply that I can't turn off smart setup. Those instructions don't work for my router.

Re: Chromecast keeps disconnecting

Ashepherdson — Mon, 01 Nov 2021 14:22:30 GMT

So I did a bit more Googling as I'm in Canada and don't have any experience with BT, and I came across this forum. Long story short it seems the BT home hub 2 is not compatible with Chromecast and the BT users ended up getting an upgraded unit from BT internet to solve their issue.

https://community.bt.com/t5/Archive-Staging/Chromecast-on-BT-Home-Hub-2/td-p/1423381/page/2

Re: Chromecast keeps disconnecting

Majikthyse — Wed, 03 Nov 2021 17:39:09 GMT

Sorry for late reply, I have been interacting with BT. They don't have an explanation, and a new router is on the way. Their instructions to disconnect all the cables and reconnect them served only to disable the landline phone, which connects via wi-fi. I haven't been able to test the Chromecast much, but it did run OK for 20 mins last night. If I may, I'll leave this thread open for a bit, and see what difference the new router makes.

Re: Chromecast keeps disconnecting

Jeran — Mon, 08 Nov 2021 19:03:25 GMT

Hey there,

Were you able to receive and test out that new router?

Just checking up,
Jeran

Re: Chromecast keeps disconnecting

Majikthyse — Mon, 08 Nov 2021 19:06:01 GMT

Still waiting for it I'm afraid. After hard resetting the existing router the problem persists.

Re: Chromecast keeps disconnecting

Jeran — Mon, 08 Nov 2021 19:11:18 GMT

No problem at all, I'll leave this thread open, so you have time to try it out and report back.

Best regards,

Jeran

Re: Chromecast keeps disconnecting

Majikthyse — Thu, 11 Nov 2021 13:05:01 GMT

The new router arrived on Tuesday. That night the Chromecast was fine, although I only used it for 20 mins. But last night it disconnected again after only 5 mins of use, just like before. The wi-fi bandwidth is the same as before also, and no better around the house.

Re: Chromecast keeps disconnecting

Jeran — Tue, 16 Nov 2021 17:48:35 GMT

Hmm, if you have the chance, would you be able to set up that Chromecast device on a Mobile Hotspot network temporarily? If the Chromecast doesn't have the same disconnecting issue on the mobile network, the problem may lie in your home network. However, if the issue persists across different networks, there may be an issue with your Chromecast device.

Best regards,

Jeran

Re: Chromecast keeps disconnecting

Jeran — Mon, 22 Nov 2021 19:30:01 GMT

Hey there,

Did you have any more questions or need any additional help? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran

Re: Chromecast keeps disconnecting

Majikthyse — Tue, 23 Nov 2021 12:11:33 GMT

I still have not got to the bottom of this. Router replaced, engineer visited to adjust wi-fi coverage. No improvement, Chromecast still disconnects without any clue as to why. I am considering using a different app from Google Home.

Re: Chromecast keeps disconnecting

Jeran — Tue, 23 Nov 2021 17:13:52 GMT

I'm really sorry to hear that the Chromecast keeps acting up! If you preferred, you can contact Google Support via phone to see if they can dig a little deeper to find the issue, since going back and forth on the forum can be a little slow.

Best regards,

Jeran

Re: Chromecast keeps disconnecting

Jeran — Thu, 02 Dec 2021 19:04:11 GMT

Hey there,

Did you have any more questions or need any additional help?

Thank you,
Jeran

Re: Chromecast keeps disconnecting

Majikthyse — Thu, 02 Dec 2021 22:46:47 GMT

Chromecast support told me that the maximum distance from a router is 6m. This seems very short. So I bought a longer ethernet cable and moved the router, but I still can't get it within 6m of the Chromecast. However that has made no difference at all. I have seen discussions elsewhere about alternative casting apps, which I may try. I still don't know what is at fault - the Chromecast, the router, or the Google Home app.

Re: Chromecast keeps disconnecting

Ashepherdson — Thu, 02 Dec 2021 22:58:56 GMT

It's the router. BT has many issues with their routers and streaming devices and smart home devices... I have personally talked with multiple BT users with the same issue. Best bet is to use your own router system and have the BT operate as a modem only, this will shut down any issues.

Re: Chromecast keeps disconnecting

Majikthyse — Fri, 03 Dec 2021 10:42:27 GMT

I am reluctant to shell out for a new router when I can't be 100% sure that it's the problem. I also had disconnections with a previous Virgin media one. I am paying BT for a wi-fi service and expect it to be of serviceable quality.

Re: Chromecast keeps disconnecting

petersonsilva — Tue, 07 Dec 2021 21:27:08 GMT

This also affects me!! Really annoying. Started happening to me a couple of days ago.

It cannot possibly have anything to do with the router. My setup has not changed in ages, not in kind of router, internet provider, distance between router and chromecast, etc.