Blue Light on Box But No Internet! Advice Please

[ally3fall]

For the past three weeks I'm losing internet connection even though the hub is blue; I turn it off and on again and I get the internet back.

Called out engineer he said he managed to fixed the signal strength a day a go but this morning I lose the internet once more.

Neighbour told me they've been having the same problem too for the same amount of time.  

I'm absolutely terrible trying to fix and understand these things (sorry) but I'm wondering if this fault is something on their end or do I need to keep calling out the engineer.

Thanks for your time

[imjolly]

when you say losing the internet when hub light blue do you mean both wifi connected devices as well as ethernet connected devices?

[ally3fall]

Just the wifi, the phone is plugged into the hub and I don't think there's been any problems there.

[imjolly]

do you have a lot of wifi devices connected in particular apple devices with MAC randomisation?  if so you probably need to factory reset hub using recessed button on back and holding 20/30 secs until hub lights flash

[ally3fall]

No apple devices. 

Since my neighbour is having the same issue and the engineer checked our box yesterday do you think it's possible that the fault is not on my end?

[imjolly · Accepted solution]

From what you posted you are not dropping internet connection but the hub is dropping the wifi connection which is totally different even though you lose internet it is because you have lost wifi not internet.

have you tried changing wifi channels in the hub as it may be conflicting with other neighbours wifi.  you can try a wifi analyser app on your phone to see what routers are near you and channels in use

[ally3fall]

Thanks I'll give it a go.

[Anonymous]

@ally3fall 

You ideally need to work with your neighbour, with you both manually selecting different channels. Best to stick with 1, 6 or 11 for 2.4GHz & anything other than 36 for 5GHz.