Internet connection loss

[barryconway51]

I lose internet connection about every 2-3 days. The blue light stays ON on the BT Smart Hub. All I need to do is reset (power off then switch on) and internet is restored to my laptop. This has been happening for the last two months or so. Fault was reported but everything was working OK on investigation. It isn't the hub which has been changed. WiFi connection appears to be ok as well. I have FFTP.

[claudiesc52]

I have the same problem. internet went down 8 times since early July. No fault, no problem according to BT. Engineer could not find a fault and I got a new hub. Made no difference. 

Bt not answering complaint and now they closed my complaint with no expanation

You could try RESOLVER, if you;re lucky they might amswer there. They didn;t answer me. 

The ombudsman is worth a go I guess

[Manatarms84]

I would suggest this is likely to a WIFI problem and I would look at wireless congestion as the most likely cause.  You can change the wireless channels in the hub manager, details for which is on the back of the hub or you could try a factory reset which may help.  Outside of this I would contacting the faults team at BT who will be able to look into it for you.

[claudiesc52]

already done that. 

[Anonymous]

Have a look at this thread & the other one I linked to. There's a BT staffer offering to get involved, but as a new member you can't message. I'll tag him & see what he can do.

@Steve_M 

[claudiesc52]

Thanks. any help much appreciated

I am unable to look at the thread it comes up with : The message you are trying to access is not available.

[Anonymous]

@claudiesc52 

Apologies, fixed it now.

[barryconway51]

Thanks, I have changed channel(s) so will see if that does it.

[Anonymous]

@barryconway51 @claudiesc52 

I would suggest as a start that you connect at least one device by ethernet, so that next time it happens you can test if both WiFi & ethernet are affected or only WiFi

[claudiesc52]

Unfortunately I a 73 years old and not very mobile. I don't see why I should be the one trying to fix the problem.

Thanks anyways