This topic

New hub keeps losing wifi connections, even though blue lights lit

Groo — Tue, 18 Feb 2025 11:37:21 GMT

Not sure where the other post I submitted this morning went, so trying again. Was provided with new hub ready for DV & was switched over on 14/02. While the lights on the hub are always blue, it keeps 'losing' my wifi-connected equipment, i.e. laptop, printer, mobile & landline. The only way to get them back is to switch off the hub & switch it back on again. This is happening more than once a day & is becoming frustrating! While I don't use the landline for outgoing calls, I do get occasional incoming calls & the only way to make sure it's working is to phone my landline number from my mobile with its wifi switched on, after which the landline works again. I'm sure I shouldn't need to keep resetting the hub to get wifi on other equipment, but I can't seem to find out how to talk to a human at BT; all I end up with is a text for 'virtual help' which my provider would charge me for if I used it.

Anybody got any suggestions? All my equipment is near the hub (furthest away is my laptop, which is only 2.2m away!).

Re: New hub keeps losing wifi connections, even though blue lights lit

imjolly — Tue, 18 Feb 2025 11:42:52 GMT

change the new SH2 SSID to that of the existing hub and then change SH2 hub wifi password to same as old hub and then see if devices connect without any problem

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Tue, 18 Feb 2025 11:59:55 GMT

@imjolly

I have absolutely no idea what that means, e.g. what is an SSID. Can you explain in simple language to me as I am not (and don't have time to be) tech-savvy! Sorry 😕

Re: New hub keeps losing wifi connections, even though blue lights lit

imjolly — Tue, 18 Feb 2025 12:05:31 GMT

SSID is the 'name' of your hub which you connect your wifi to

so go to 192.168.1.254 into a web browser (not google search) and then enter admin password form back of new hub. you now need to change the name (SSID) of the new hub to the name (SSID) of previous hub and also change wifi password to that of previous hubs and when done that save.

your devices should now connect to new SH2 as if it was the existing hub before the change

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Tue, 18 Feb 2025 12:17:29 GMT

@imjolly Thanks, that makes sense, but I can't do it as I no longer have the old hub so I don't know what it was called, nor do I still have its password.

I'll just have to keep trying to speak to a human at BT. Sigh.

Re: New hub keeps losing wifi connections, even though blue lights lit

WSH — Tue, 18 Feb 2025 13:21:18 GMT

It’s not clear from what you’ve said whether you are having problems with Wi-Fi stability or with the Digital Voice. (They are separate things. DV does not use Wi-Fi, although it can use DECT with cordless phones).

If it is the Wi-Fi, as imjolly says, you may have to reset the wireless name and password but if your equipment is connecting and then dropping it suggests that is not the problem. (It would not connect at all if it didn’t recognise the name and password).

If it is connecting to Wi-Fi but not remaining stable it suggests interference due to the channel in use having changed. Going into the wireless settings and experimenting with changing the channels may help. (Your other devices will adjust automatically, so you don’t need to touch them).

There have also been instances of the 5GHz preventing 2.4GHz devices connecting properly. Turning off the 5GHz until all the devices have connected and then turning it back on again usually fixes this.

If the problem is with DV, have you rebooted the hub? It doesn't seem to configure properly until it is rebooted (and the paperwork doesn't mention that anywhere).

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Tue, 18 Feb 2025 13:36:38 GMT

@WSH Thanks.

If the problem is with DV, have you rebooted the hub? I assume you mean the phone? It does work except when the hub 'loses' every piece of kit it's supposed to be connect to. I've had to reboot the hub a lot - see original post. It doesn't seem to configure properly until it is rebooted (and the paperwork doesn't mention that anywhere). There was no paperwork with the new hub.

Re: New hub keeps losing wifi connections, even though blue lights lit

WSH — Tue, 18 Feb 2025 13:49:49 GMT

Again how/where/what?!

If you connect to the Smart Hub using a browser and enter the IP address 192.168.1.254 in the address bar, you should see a management page with your phone number displayed and next to it a big panel for Wireless. Go into that and it should be fairly intuitive from there. Select a different channel and save. The 5GHz settings are in the same place. You will need the admin password off the card on the back to make the changes.

I assume you mean the phone?

No, I mean the Smart Hub. Your post suggested you had restarted the phone, not the hub. If you have and it didn’t fix it, then it suggests the problem is with the Wi-Fi as above. “Paperwork” was a euphemism. Who does actual paperwork today?

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Tue, 18 Feb 2025 14:22:23 GMT

Thank you. I have managed to have a web chat with BT & an engineer is coming this Thursday to hopefully sort out the problem.

Re: New hub keeps losing wifi connections, even though blue lights lit

WSH — Tue, 18 Feb 2025 14:54:42 GMT

Good.

Let us know how you get on.

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Thu, 20 Feb 2025 15:27:05 GMT

@WSH Engineer came when they said he would, discovered that the brand new smart hub was faulty, so replaced with another one. Tested on his system & seems to be working fine (although I'm not holding my breath yet!). Thanks for your help.

Re: New hub keeps losing wifi connections, even though blue lights lit

Leanne_T — Thu, 20 Feb 2025 16:41:52 GMT

Hi @Groo

Please let us know how you get on with the new router over the next few days.

Hopefully this is all sorted for you 🙂

Leanne.

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Thu, 20 Feb 2025 16:58:15 GMT

@Leanne_T

I will - I don't quite trust it yet 😀

Re: New hub keeps losing wifi connections, even though blue lights lit

Leanne_T — Thu, 20 Feb 2025 16:59:47 GMT

I understand and if you have any further problems please let us know @Groo

Thanks so much for keeping us all updated.

Leanne.

Re: New hub keeps losing wifi connections, even though blue lights lit

edbostan — Fri, 21 Feb 2025 07:49:50 GMT

Text the word Fault to 61998 and the Fault team get back to you. I had to pay for the message but its only pence.

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Sat, 08 Mar 2025 09:14:27 GMT

@Leanne_T

Just to update on this fiasco. Issue is STILL not fixed. 6 webchats with BT, 2 visits from BT engineer (who replaced new hub with another new hub), 2 visits from Openreach engineer. Both engineers have said there is nothing else they can do locally (they just about rebuilt the system!). Openreach guy said I need to tell BT that something at the main whatever (not the local exchange etc) has not been configured properly & needs to be remedied because the hub keeps suddenly not finding websites or saying 'error, network change' which means the hub is obviously losing the plot. But BT just keep giving me the same answers. Yesterday (the latest day of losing internet/wifi) they insisted it had been fixed & I should not restart my hub again. This morning, turned on mobile (not a BT mobile thank god) & PC, no internet, so no wifi either. And I HAVE TO restart the hub to get wifi, otherwise my mobile signal is not reliable enough to be certain a phone call won't drop. About to do yet another webchat, but sick of repeating the same things to them over & over - getting to the end of my tether. Any other suggestions?

Re: New hub keeps losing wifi connections, even though blue lights lit

imjolly — Sat, 08 Mar 2025 09:55:32 GMT

@Groo

are you actually dropping internet connection with hub light changing from blue to orange or is internet connection ok but you are dropping wifi connection to your devices? do you have any devices connected by ethernet and if so do they maintain internet connection?

Re: New hub keeps losing wifi connections, even though blue lights lit

TimCurtis — Sat, 08 Mar 2025 10:23:04 GMT

@Groo

Do you have many mobiles in use in the household?

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Sat, 08 Mar 2025 10:31:12 GMT

@imjolly

Hub lights always stay blue. The only device connected by ethernet is the TV & that loses connection too.

Currently on (yet another) webchat with BT & I have just done a factory reset of hub, as he told me to. Form my experiences over the last couple of weeks, I don't really expect anything they suggest to permanently fix the problem!

Re: New hub keeps losing wifi connections, even though blue lights lit

Groo — Sat, 08 Mar 2025 10:33:53 GMT

@TimCurtis

Yes. It also loses wifi when hub plays up. I need wifi switched on, on my mobile, as mobile signal is not the best where I live. But wifi signal is/was always fine.