This topic

Internet connection loss

barryconway51 — Tue, 02 Sep 2025 16:00:58 GMT

I lose internet connection about every 2-3 days. The blue light stays ON on the BT Smart Hub. All I need to do is reset (power off then switch on) and internet is restored to my laptop. This has been happening for the last two months or so. Fault was reported but everything was working OK on investigation. It isn't the hub which has been changed. WiFi connection appears to be ok as well. I have FFTP.

Re: Internet connection loss

claudiesc52 — Thu, 04 Sep 2025 07:06:31 GMT

I have the same problem. internet went down 8 times since early July. No fault, no problem according to BT. Engineer could not find a fault and I got a new hub. Made no difference.

Bt not answering complaint and now they closed my complaint with no expanation

You could try RESOLVER, if you;re lucky they might amswer there. They didn;t answer me.

The ombudsman is worth a go I guess

Re: Internet connection loss

Manatarms84 — Thu, 04 Sep 2025 08:48:03 GMT

I would suggest this is likely to a WIFI problem and I would look at wireless congestion as the most likely cause. You can change the wireless channels in the hub manager, details for which is on the back of the hub or you could try a factory reset which may help. Outside of this I would contacting the faults team at BT who will be able to look into it for you.

Re: Internet connection loss

claudiesc52 — Thu, 04 Sep 2025 09:08:09 GMT

already done that.

Re: Internet connection loss

Anonymous — Thu, 04 Sep 2025 10:21:28 GMT

Have a look at this thread & the other one I linked to. There's a BT staffer offering to get involved, but as a new member you can't message. I'll tag him & see what he can do.

@Steve_M

Re: Internet connection loss

claudiesc52 — Thu, 04 Sep 2025 10:04:57 GMT

Thanks. any help much appreciated

I am unable to look at the thread it comes up with : The message you are trying to access is not available.

Re: Internet connection loss

Anonymous — Thu, 04 Sep 2025 10:22:12 GMT

@claudiesc52

Apologies, fixed it now.

Re: Internet connection loss

barryconway51 — Thu, 04 Sep 2025 10:25:22 GMT

Thanks, I have changed channel(s) so will see if that does it.

Re: Internet connection loss

Anonymous — Thu, 04 Sep 2025 12:15:56 GMT

@barryconway51 @claudiesc52

I would suggest as a start that you connect at least one device by ethernet, so that next time it happens you can test if both WiFi & ethernet are affected or only WiFi

Re: Internet connection loss

claudiesc52 — Thu, 04 Sep 2025 12:35:30 GMT

Unfortunately I a 73 years old and not very mobile. I don't see why I should be the one trying to fix the problem.

Thanks anyways

Re: Internet connection loss

Christopher_G — Thu, 04 Sep 2025 15:03:12 GMT

Hi @claudiesc52

If you contact our technical support team, they'll be able to continue with the troubleshooting to try and get to the bottom of the problem.

Please keep us posted on what happens.

Chris

Re: Internet connection loss

claudiesc52 — Thu, 04 Sep 2025 16:20:47 GMT

I got a text @ 13.19 telling me the wouldcall in a few minutes.

Then an email at 13.26 saying :

I've just tried calling to have a chat about a case that was sent in from Resolver but missed you.I've made some modifications to the software remotely to try and resolve the issues you're seeing.I'm now out of the office till Monday and will try and contact you again then. My contact number is ***********.

This number is probably answered by anyone?

Well I was at home and no missed calls on the mobile or the landline!! So not sure that I can believe the issues have been resolved.

Totally lost faith in BT and waiting a few months for the contract to end and move on whether they sort it or not. Not a fan of being ignored and fobbed off. Sure other providers may not have a much more reliable service but at least they don't charge as much as BT

[Mod Edit: Removed direct dial contact number]

Re: Internet connection loss

Christopher_G — Thu, 04 Sep 2025 16:24:23 GMT

Thanks for letting us know, @claudiesc52

I'm not sure why the call didn't go through, but it sounds positive that they've made some changes. If you see the issue come back, I'd recommend getting back in touch so they can continue with the troubleshooting steps.

Keep us posted on what happens please.

Chris

Re: Internet connection loss

barryconway51 — Thu, 18 Sep 2025 10:34:32 GMT

I have change channels on both wifi frequencies but did not solve the problem. I have now reset to recommended settings (SMART)

Re: Internet connection loss

Leanne_T — Thu, 18 Sep 2025 16:18:39 GMT

Thanks for coming back to us @barryconway51

Have you had any connection issues since you changed to the recommended settings?

Leanne.

Re: Internet connection loss

claudiesc52 — Thu, 18 Sep 2025 16:41:32 GMT

Yes it dropped again on monday. I'm now told it's because openreach are doing some work in my area. Really? since july 9th? and by the looks of it ther are quite a few people , not in my area, complaining about the same problem

Re: Internet connection loss

WSH — Thu, 18 Sep 2025 18:19:56 GMT

@claudiesc52

“I've just tried calling to have a chat about a case that was sent in from Resolver but missed you.”

Yes, that seems to be becoming the standard manoeuvre from the help desk these days. Recently had similar myself, despite me being sat in my office with the email right in front of me, next to the phone, with the mobile also on all day long.

I don’t know who they think they’re fooling.

Re: Internet connection loss

claudiesc52 — Thu, 18 Sep 2025 18:26:35 GMT

Quite tempted to move to ZEN Getting tired of those big boys (BT, SKY, Virgin, etc..) who seem to think customers are a nuisance if they don't just pay and shut up

Re: Internet connection loss

Leanne_T — Fri, 19 Sep 2025 08:39:41 GMT

Thanks for coming back to us @claudiesc52

If you're connection has dropped again, please try getting back in touch with our broadband tech guides and they can see what is needed to help you get this resolved.

Thanks.

Leanne.

Re: Internet connection loss

barryconway51 — Fri, 19 Sep 2025 08:56:34 GMT

I reported it as a fault and BT are sending a WiFi disc to improve signal in the house. My internet connection was great until early July when I began rebooting the hub every two or three days so I will have to wait and see if this is the solution.