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Beginner
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Message 1 of 5

Slow and intermittent wireless connection

Hi, I'm new on here and a novice when it comes to technology. I've been with BT since June 16 and had intermittent connection issues since moving. It affects my broadband and my BT tv. I've followed all the troubleshooting steps and they all suggest it's working fine but I can categorically say it isn't. Not all the time. Can anyone give me any pointers on how to get this resolved? I think I need an engineer out but I'm not sure how to request this through BT.

Thanks
Caroline
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4 REPLIES 4
Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Slow and intermittent wireless connection

Welcome to this user forum.

 

BT do not deal with wireless issues, as there are too many variables.

 

Do you get disconnections if you connect your computer directly to the home hub using an Ethernet cable?

 

Which BT Home hub do you have, is it a home hub 5 or home hub6?

 

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Beginner
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Message 3 of 5

Re: Slow and intermittent wireless connection

Hi Keith. Thank you for your message. It's a home hub 5 and we think the Ethernet cable is ok but we can try with the laptop tonight. This it's just the wifi.
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Beginner
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Message 4 of 5

Re: Slow and intermittent wireless connection

Ethernet seems to work ok.
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Distinguished Sage
Distinguished Sage
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Message 5 of 5

Re: Slow and intermittent wireless connection


@Caroline1986 wrote:
Ethernet seems to work ok.

Wireless connection can give problems.

 

Please could you try the following

 

First of all try a factory reset of the home hub.

 

http://bt.custhelp.com/app/answers/detail/a_id/11386/%7E/how-do-i-reset-my-bt-hub-to-its-factory-set...

 

Then turn Smart Setup off.

 

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...


 
Also try separating and renaming the SSIDs.

http://bt.custhelp.com/app/answers/detail/a_id/44798/related/1

 

 

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