I upgraded to faster broadband well over 2 years ago & was supplied with a new BT hub 5. My speed immedietly increased to 8 mb/s, not grease lightening but far better than the 2.8 mb/s I was getting previously. All was fine with very stable connections up until a few months ago when I started to get drop outs due to the hub rebooting. Sometimes it can be OK for a few days but it can happen at least once a day & sometimes many more. This Thursday evening, it rebooted 4 times in the space of 20 minutes & as we stream music & TV, this situation is not ideal. I first contacted BT via the on line chat app a month or so ago & must have spent about an hour with an operative who said they were doing checks which reset the hub at least once, they also detected my Sonos Bridge but thought it was a modem & I had explain what it was for. They then tried to blame that for the problem despite the fact it has been connected to this & a previous routed for around 5 years & when I dissagreed the operative terminated the call & marked the fault as fixed!
More recently, I initiated a complaint & got phone call from an overseas call centre & this operative conducted more tests & said there was no line fault & it must be the router (why?). Initially said she would send me a new one but then back tracked saying I would have to sign up for a new contract or pay for the new router which I am not happy to do as I don’t believe it’s a router problem. Operative insisted there is no line fault & could not do any more so I terminated the call.
How can I get this resolved, BT operatives continually state there is no line fault which there clearly seems to be. Can anyone offer any explanation as to why I’m now getting this problem when previously my speed & connection was pretty stable & nothing my end has changed at all. I am also rather suspicious as there seems to be a lot of Openreach activity in my area recently, including the junction box at the end of the road which I know I'm routed through back to the exchange.
