Connection dropping

[Samaa87]

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Hi,

I have had a pretty solid connection over the years but recently it has been dropping quiet a lot and it is very frustrating as i work from home. I have tried the text HELP option and the refresh to no effect (it says there is no fault in line). The router is in the same place it ever has been and have been in touch via chat as it was proving very difficult to speak to a real person over the phone. The advisor said the same thing that line is fine and he can refresh but that's about it. When i complained i was given a complaint reference but nothing has happened so far and i don't even see it when i try to track it.

So i am hoping someone here will be able to help me as its getting quiet frustrating and i can't be using my phone as hotspot all the time to get a solid connection while i work.

[RobbieMac]

Hi @Samaa87

Welcome and thanks for your post!

I am sorry for the connection problems you're having with your broadband.  Do you notice the light on the Hub changing colour when you lose connection or does it remain solid blue?  Follow the guide here >> What lights are you seeing on the Hub? << and post back to let me know how you get on.

Thanks,

Robbie

[Samaa87]

Hi @RobbieMac 

Thanks for getting back. The light stays solid blue.

[RobbieMac]

Thanks for posting back @Samaa87

As the light remains solid blue, this points to more of a wireless issue.  The broadband itself doesn't drop out as this would result in the light on the Hub changing colour.  Have a look at this link for help with your Wi-fi >> Help with Wi-fi problems <<

Let me know how you get on.

Thanks,

Robbie

[Samaa87]

That's where my problem lies. The hub is where it has always been and I haven't added lots of devices recently to experience this constant connection dropping as suggested in the article. Even now I had to turn off wifi on my phone to reply here. I am not sure where to go from here really as I have already gone through the usual help articles. Any help is greatly appreciated 

[RobbieMac]

Thanks again for posting back @Samaa87

Sorry for the recent problems.  Before we take your details to investigate from here - try a factory reset of the Hub.  This will revert the settings back to what they were when you originally received the Hub.  Here's the link to show you how >> How do I reset my BT Hub to its factory settings? <<

Let me know how you get on please.

Thanks,

Robbie

[Samaa87]

@RobbieMac I have done that now and monitored for 10 minutes. The connection is still dropping.

[RobbieMac]

Thanks @Samaa87

I am sorry that you continue to have problems.

We'll help you further from here.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[pippincp]

Have you tried changing witeless channels or moving the router?

[Samaa87]

Tried that to no effect. Can't move router too much due to space but have tried moving it about a meter away from where it was and changed channel as well but the connection drops are same as before