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Internet dropping out frequently

LMM1 — Tue, 09 Apr 2024 10:21:08 GMT

Had BT internet a few months now and it's constantly dropping out. I may be watching a film or on a work meeting and it drops out and disconnects. Really frustrating. Even though the speed is fine. Had a BT engineer come out who said that a phone line had been trying to connect which was causing the issue. However a week on and its still happening. I've raised the fault via complaint with BT buy not heard anything back and I'm left paying for the issue. Will I get a refund, will it get fixed or am I stuck with a poor BT service ??? It does not feel right to be paying for something that doesn't work.... Luke

Re: Internet dropping out frequently

Keith_Beddoe — Tue, 09 Apr 2024 10:32:09 GMT

@LMM1

Welcome to this user forum for BT Retail phone and broadband customers.

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

What sort of broadband connection do you have?

Do the lights on the BT Home Hub change colour when you get the disconnections?

Re: Internet dropping out frequently

imjolly — Tue, 09 Apr 2024 10:32:36 GMT

which internet connection do you have - fibre to cabinet and copper line to your home FTTC or fibre direct to your home FTTP?

is the hub light changing from Blue and if so to what colour?

are you connecting wireless or using ethernet cable?

Re: Internet dropping out frequently

LMM1 — Tue, 09 Apr 2024 11:38:27 GMT

Hi its connected to by a wire called ADSL modem and Phone But I don't have a phone line.

It's the Fibre internet. When the internet drops out the light does not change and remains blue.

Thanks for any help you can give, but given BT have sent an engineer out and they still can't fix it. My hopes are diminishing and I am stuck with internet not fit for purpose 😞

Re: Internet dropping out frequently

Keith_Beddoe — Tue, 09 Apr 2024 11:42:01 GMT

@LMM1

Do directly connected Ethernet devices lose their connection, as this may just be a wireless connectivity issue, that BT have no control over?

Re: Internet dropping out frequently

LMM1 — Wed, 10 Apr 2024 07:41:04 GMT

how else would the modem connect? The BT engineer said it should be working fine. It is ridiculous I am paying over £40 a month for an internbet service, that when I was with VODAPHONE was excellent. I don't see why it would be any different with VODAPHONE's connection?

Re: Internet dropping out frequently

LMM1 — Wed, 10 Apr 2024 07:43:01 GMT

What do customers do when BT internet keeps droppong out?? Should they keep paying?? I had VODAPHOINE before and it worked perfectly well. BT however does not and i would 100% not recommend BT to anyone, as a customer I ahve had an enginerr out and it is still not working. How can I get a full refiund??

Re: Internet dropping out frequently

Keith_Beddoe — Wed, 10 Apr 2024 07:49:44 GMT

Are all your devices connected using wireless, or are any directly plugged into an Ethernet port on the home hub?

Re: Internet dropping out frequently

imjolly — Wed, 10 Apr 2024 09:09:35 GMT

we keep asking the same question but never get an answer - are you connecting using wireless ? if so have you tried connecting with ethernet cable

with the hub lights remaining blue that suggest internet connection to hub is ok and problem is with connection to devices

Re: Internet dropping out frequently

LMM1 — Fri, 12 Apr 2024 21:47:37 GMT

The hub is connected via wireless via the ADSL connector. There is no where for me to plug an ethernet into the wall.

The BT engineer checked all connections were correct. And said it was an external issue which he thought he had fixed. However my internet keeps dropping out.

It is not the equipment I am trying to connect to as it all worked perfectly well with vodaphone.

Appreciate any help you can offer in advance. My experience with BT ggus far has been very disappointing and certainly not a service I would recommend to anyone 😞

Re: Internet dropping out frequently

LMM1 — Fri, 12 Apr 2024 21:49:36 GMT

Also to confirm yes I am connecting wirerlessly. And there is no where I can connect an ethernet cable with the BT hub that I can see.

Re: Internet dropping out frequently

chrisjp — Fri, 12 Apr 2024 22:03:18 GMT

"The hub is connected via wireless via the ADSL connector. There is no where for me to plug an ethernet into the wall. "

The hub must be connected via a cable to the wall socket - it can't be connected "via wireless".
As the light on it stays blue, this confirms that you have a stable broadband connection at the hub.
It sounds like your computers, phones etc then connect to the hub via WiFi and the dropouts you are experiencing must be due to some sort of fault with this - or an interference with the WiFi signal.
As has been suggested, try connecting a computer by ethernet cable to one of the yellow sockets on the back of the hub. If that gives you a stable connection then that will prove that the dropouts are due to a problem with your WiFi - or possibly a WiFi issue with the hub itself.

Re: Internet dropping out frequently

LMM1 — Sat, 13 Apr 2024 19:43:30 GMT

Thank you. However I don't have a laptop or phone that can be connected via an ethernet cable. All my appliances worked perfectly well with Vodaphone only a few months ago. So fault is absolutely with BT Is there anyone on the forum that is able to elt me know how I get the hub replaced? Also given I've not had a working internet since joining is there any advice on how to get a refund? Thanks

Re: Internet dropping out frequently

imjolly — Sat, 13 Apr 2024 20:20:06 GMT

As I and @chrisjp posted as your hub lights remain blue that suggests your internet connection is working as it should and the problem is the WiFi connections. Have you tried changing the wireless channels in the hub and best using a WiFi analyser in your phone to see channels in use then select a free or less congested channel in the hub turning off auto.

You can also try a different mode instead of default 1 so maybe2 or 3

Re: Internet dropping out frequently

LMM1 — Sat, 13 Apr 2024 20:58:21 GMT

Hi I've tried switching to mode 2 in the internet settings but it has not made a difference 😞

How do you change wifi channels and use a wifi analyser. It's probably worth me mentioning I am not a BT hub tech expert...

Re: Internet dropping out frequently

imjolly — Sat, 13 Apr 2024 21:43:39 GMT

Just get WiFi analyser on your phone from app store then search and you should see the WiFi channels in use near you including your own. You want to select a channel least used. Then go to hub manager then advanced settings then wireless and then change the channel to the one you want and then save as you exit