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Paulhonnor888
Beginner
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Message 1 of 11

Wifi connection drop outs

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Hi, I`ve been having wifi connection drop outs with my HH5. I have the Infinity 2 package. I came back from 3 months in Australia, 10 days ago to find my wifi constantly dropping out. I have a PC, an ipad and an android smartphone all connected to it. If one of my devices wasn`t connecting properly, you could say that particular device was faulty but all 3 drop out.

 

The line speed when its running is absolutely fine, 40-50mb but the connection just isn`t stable. I have phoned BT for the last 3 days complaining about the problem and obviously speak to a different person everytime. I go through the same old processes with them. We change the channel or we set up a new 5ghz setting. It doesn`t work!! 

 

I`m not a BT engineer, why should I have to sort out the problem of the wifi not working properly for them? If I take my car to the garage for a service, they don`t get me to change the oil for them! 

 

I`ve turned off the Smart setting thing last week as I`d seen a few people on here advise that but it made no difference. I have tried resetting it but nothing seems to work. Surely its the HH5 that`s faulty?

 

This really is starting to do my head in, especially trying to make video calls to Australia. 

 

No doubt I`ll be phoning BT again in the morning...

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imjolly
Distinguished Sage
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Message 2 of 11

Re: Wifi connection drop outs

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if you have turned of smart setup did you also split the networks as described here  http://bt.custhelp.com/app/answers/detail/a_id/44798/related/1

 

you can select the channel manually and if using 2.4ghz network then try channel 13



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Paulhonnor888
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Message 3 of 11

Re: Wifi connection drop outs

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Yep tried that today with the non helpful Indian man...

I was on Channel 11 to start with and yesterday was told to try Channel 6. If I phone up everyday, I`ll eventually try every single one...

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Clarence
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Message 4 of 11

Re: Wifi connection drop outs

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There's a big thread down below on this issue. BT think they fixed it several months ago but hey clearly didn't. It's a issue with the latest firmware release. I've had the same issue with 2 brand new HH5s, other users have had more. Now they're just ignoring it. A lot of people have given up on the HH5 and put in their own equipment. Calling the support line is an absolute joke. Is there an official support contact number?

 

I can't wait for the year to be up!

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Paulhonnor888
Beginner
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Message 5 of 11

Re: Wifi connection drop outs

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Yeah I`m getting that feeling mate! Sadly I was out of the country when this update happened so am only just aware of it.

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john46
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Message 6 of 11

Re: Wifi connection drop outs

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@ Clarence

yes there is an official support contact number 08001114567
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john46
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Message 7 of 11

Re: Wifi connection drop outs

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I suggest you try channel 13 as most routers use channels 1 - 6 & 11
Paulhonnor888
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Message 8 of 11

Re: Wifi connection drop outs

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I have just set mine to Channel 13 as you recommended. Thank you. I`ll let you know if it makes any difference.

That phone number just takes you through to the numerous foreign people that have difficulty speaking English. This can be very frustrating.

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imjolly
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Message 9 of 11

Re: Wifi connection drop outs

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thought you had tried channel 13 after I suggested it earlier?  that is the only phone number for customer services.  you can always try again as you will always get someone different and possibly with better english



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Paulhonnor888
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Message 10 of 11

Re: Wifi connection drop outs

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Channel 13 has made no difference whatsoever 😞

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