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Re: Wi-fi connection erratic

LisaD3010 — Mon, 17 May 2021 16:41:24 GMT

This is what I sent BT via FB messenger last week

Please accept this as a major complaint of false promises by BT staff and 3 failed engineer visits. This week I have wasted 14 Hours yes 14 hours of my time waiting for an engineer to turn up and fix the ongoing issue of dropped wi fi issues that have been going on for months! I had an Open Reach engineer that cam out on the 6th May to advise that he had fixed the issues which appeared to be outside of the property ie he cleared corrosion on the BT pole outside and installed a new fibre port in the nearest BT box to the property - this did not solve the issue hence why I requested another visit, and another visit and another visit in which no engineer bothered to turn up despite being told by your fault team that an engineer was definately going to arrive!

This appear to be a known issue for BT and yet BT fail to sort this, which means we cannot watch any streaming channels nor watched Sky in another room due to failed wi fi connection we are paying for services that we cannot view. This is not an acceptable service having been with BT for over 20 years! Promised phone call back today at 4.30pm by Katherine to check whether engineer had turned up today and guess what no phone call! - Now there's a surprise! So we are left we having dropped wi fi connection through our TV and lap top.

BT updated the firmware last Friday and has no many any difference! The trouble is you cannot view streaming channels that you are paying for nor can I watched Sky TV in another room as again there is no internet connection.

This has been going on for months and BT need to sort this problem out once and for all!

Re: Wi-fi connection erratic

imjolly — Mon, 17 May 2021 16:49:39 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods . Your post does not go to BT

I moved your post to start your own thread to avoid replies getting confused with the originator or the previous post

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

Are you dropping internet connection - light changes colour from blue - or is it just you are dropping wireless injection to your review?

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Wi-fi connection erratic

LisaD3010 — Mon, 17 May 2021 17:24:41 GMT

Not sure what any of this means??

Re: Wi-fi connection erratic

imjolly — Mon, 17 May 2021 18:46:55 GMT

The dslchecker results show you have an 80/20mb connection so any drops in connection have not yet affected your connection.

Can you post your router stats and results from quiet line test.

Is it your WiFi that is dropping not your internet connection?

Re: Wi-fi connection erratic

LisaD3010 — Mon, 17 May 2021 18:55:51 GMT

I have been dealing with BT via FB messenger:-

I have disabled it remotely, I feel this may be the reason why the Sky box was not retaining the wireless access details. If you have it reconnected now can you keep an eye on this and let me know how this goes ^Neil G BT_UK Team

So far so good! But will monitor it over the next few days to see if the wi fi connection drops out

Re: Wi-fi connection erratic

imjolly — Mon, 17 May 2021 19:00:18 GMT

@LisaD3010

If problems continue just post back here

Re: Wi-fi connection erratic

LisaD3010 — Mon, 17 May 2021 19:03:31 GMT

Will do thank you