New issue - poor connection on smart hub2

[licquorice]

So you think that every ISP should have it's own infrastructure with new cables being run to your house every time you change ISP!!! I guess you would be happy to pay the hundreds of pounds a month such a scheme would involve.

[Quesada]

@universalrainbow1 Is your connection still stable as I have been receiving exactly the same error reports, since October 2025. In my case, both my Hub and ONT have been replaced multiple times and I am now using CAT 8 cabling. Seemingly, the intermittent drops in connection, cannot be detected by whatever remote monitoring systems are being used by BT/Openreach.

[Quesada]

@DHC123  Is your connection still stable as I have been receiving exactly the same error reports, since October 2025. In my case, both my Hub and ONT have been replaced multiple times and I am now using CAT 8 cabling. Seemingly, the intermittent drops in connection, cannot be detected by whatever remote monitoring systems are being used by BT/Openreach.

[universalrainbow1]

Hi

Our Issue came after a change in contract to a new name with an associated ‘take over’ of the line. BT said it was all an issue in a device / I had too many devices (baby cameras/alexas etc rather than anything dramatic) but they couldn’t tell me what- and all the devices worked for two years normally with BT until this change in contract name.

After endless phone calls and checks via BT and also two Openreach engineers and switching off everything it was resolved with a rebuild of ‘the box’ which I pushed extensively for even though  BT said there was no issue on their side They could see the intermittent and repeated random drops but couldn’t explain it. I’m not sure if that’s the right terminology but my understanding was they disconnected and rebuilt the connection. 

that worked so it was and then I also switched the BT hub itself to a DECO system which is a million times better. No issues since. 

[DHC123]

Yes, touch wood, mine has been stable since the Open reach engineer visit.  You have my sympathy as a constantly dropping connection with no obvious fault/fix  is very frustrating. 

[chrisjp]

"So you think that every ISP should have it's own infrastructure with new cables being run to your house every time you change ISP!!!"

I don't think the OP meant that. But he is absolutely right that BT does not own any service problem which is reported to it. Customers get sent from one agent to another, have to repeat what the problem is multiple times, go through resetting their router multiple times and then BT resorts to blaming it all on Openreach, who in turn blame it on BT.
There must be a better way to deal with customers issues than this!

[Quesada]

@universalrainbow1  Thanks for the update. It’s reassuring that your connection has stabilised. Like you, both BT and Openreach have been insistent that my issue is internal and have effectively claimed that the incoming signal to the ONT is infallible. It’s taken over two years for them to admit that my issue could be external. Even my ONT, which l battled to have upgraded, has now been replaced twice. However and although it has now been rebuilt three times, the drops in connectivity persist.  l’m hoping that the overhead cable to my bungalow will be replaced on Friday, as it is the only remedy which hasn’t been tried, but watch this space.

[universalrainbow1]

It’s a battle for sure. Our issue is mainly that we live  rurally with no phone signal at all so when wifi down we are screwed.

We were escalated to a specific team so I didn’t have to repeat myself so much which did help although he made me go through everything again and was a little++ condescending. He again consistently repeated that not an issue with BT at all but couldn’t explain at any point why having our fault.

We have our own Openreach line installed two years ago that is just to our property and Openreach came out replaced the Openreach white box and clearly demonstrated not their fault. We also have Ethernet cables installed in the house and they were dropping out as well proving it wasn’t a WiFi or signal issue.

For me it was hugely coincidental that our issues were not there until the new contract and the line ‘take over’ went through. So that’s why after two or three new hubs and doing all the restarts and resets and removing all the devices and reconnecting without any improvement-  I pushed for a ‘box rebuild’ (or whatever the term is) and the next step after that would have been a switch off and reconnection of the line. I still think that there was a glitch in what they did setting it up.

BT guy couldn’t explain why it worked after the box rebuild.

After the box rebuild we connected devices gradually to confirm stability then switched the hub to deco unit. I do think that the DECO (XE75) system is way better than the BT smart hub so installing that at our own expense improved our signal around house as well and can see the connection to individual devices if issue. Don’t think we will ever go back to smart hub. 

I hope you get it sorted some way - truly empathise as I wasted hours of my life arguing with various BT people and grew to dread the wifi dropping out