Hi - Im a long time reader of these posts first time poster!
We have had BT Fibre for two years and moved to a new contract (with a new BT ID / New contract from scratch) in early December 2025. We moved from 150 full fibre to 500 full fibre. Prior to moving had 0 issues (wifi signal supplemented with TP extenders RE705X x2 with no issue). Of note we live completely rural - none/minimal phone signal at all. Husband works from home with laptop via ethernet connection.
Since we have swapped to the new contract we have had endless connectivity issues - the ethernet and wifi speeds are fine but the connection randomly drops in both limiting ability to do any work. My work laptop wont connect at all. Husbands work laptop will connect via ethernet only but again repeatedly dropping. My personal apple mac laptop tells me repeatedly someone else on network is using my IP address. Our iphones only remain connected to wifi if switch off data as presumably they are considering the connection weak and keep trying to revert to my (non existant) data.
We have had endless calls with BT and i have tried everything. I have updated all the TP firmware - tried removing, tried adding extra. I have done power cycles of the openreach modem and factory resets of the smart hub (clearing cache). I have changed the smart channels. I sat through a long laborious bt customer service chat where i switched off every device, factory reset and gradually reconnected. I have switched the new smart hub router (that i was told by BT i absolutely had to install) back to the old one we had for two years with no improvement. We have replaced the power cables, and all the ethernet cables. I have had a (totally useless) bt smart tech engineer, and an openreach engineer who tested the line and replaced the openreach modem. Despite that the ethernet connection is still dropping (witnessed by openreach) and the work laptops wont connect and the wifi is intermittent.
All the lights are always fine. Running checks initially said there was no issue and then a 'network instability' issue popped up prompting me to do a power cycle. 'Your Hub could be in sync with the exchange or cabinet, but not connecting to the gateway. If there is no PPP session, it's likely to be a problem with our network"
Then it changed to a network fault but BT always says they have no faults and they feel everything is working fine.
The openreach engineer was great and did so many checks and the speed matches the backend checks/graphs so he is very confident its not the line. He said to go back to BT because its likely an issue with the BT profile when the new contract was set up. But the BT customer service (x2) since have no idea what that is. They say theyll 'investigate' but they dont know who investigates is.
The most recent update is that BT are 'investigating' and will get back to me in 48 hours for an update on the next steps. However they have confirmed that their checks show that 'the customer has regular drop outs on the line'.
Im fairly tech savvy and understand a decent amount but im way past my technical understanding here. Can anyone identify anything wrong or recommend next steps. We had purchased a TP openmesh system with the plan to replace the router once the issue is fixed but reluctant to add another layer of complexity until the issue is sorted.
