No connection to any devices

[Scottes45]

Obviously the support is somehow even worse than the service they provide so I’ll come here. 

none of my devices are connecting to the WiFi despite me rebooting in two times, getting one of the 10 robots to refresh it two times and all of the steps the online guides say. 
is there any other knowledge people can help me fix this with?

[licquorice]

Have you considered the hub is faulty and requires replacement.

[Scottes45]

I mean, we got it a month ago so surely not- but I wouldn’t put it past these lot 

[iniltous]

What lights are lit on the hub 

https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/what-do-the-lights-on-my-bt-hub-...

Do you have any wired devices, are they OK and it’s only WiFi devices with a problem  ?

Are you connecting to the hub but no onward connectivity to the ‘internet’ or  you are not able to connect to the hub let alone the internet ?

[Scottes45]

Solid Blue light on the hub. 
Suprisingly the main TV works but I have other wired devices (my computer that doesn’t)

[Scottes45]

Also, not even connecting to the hub. 

[iniltous]

Is the TV Ethernet cable connected or connected by WiFi ( just to be clear WiFi being a wireless method to connect to the broadband router and not used inaccurately as an alternative name for broadband, even some ISP irritatingly call broadband ‘WiFi’ .

If your TV can connect (and assuming it’s wired directly to a LAN port on the router ) have you tried disconnecting the RV from that LAN port and plugging a different device that currently isn’t connecting , into that LAN port to see  if it can connect using the port the TV was in .

You say you have reset the router twice , was this just a power cycle reset ( power off , wait , power back on ) or a factory reset , if it was only a power cycle, try a ‘proper’ reset .

TBH , if any device can connect you have  proved your connection is working , so it’s either your router or your devices , as stated it’s possible the router is faulty  even if it’s relatively new , but a factory reset should be performed before assuming its broken and needs replacing.

[WSH]

...And if you are talking about Wi-Fi as in wireless, don't forget that factory reset will drop the SSID and password back to defaults.

[Scottes45]

The thing is, only my main tv works (which is wired) but then every other device does not work. I haven’t factory reset, one of the bots I spoke to said to unplug it for 5 minutes to reset it, I assumed this was the factory reset. I’ll try that in the morning and if that doesn’t work then I’ll have to speak to the bots again. 

I appreciate your advice though, very helpful and specific to my issue. So much better than the actual support system. 

[WSH]

A "turn it off and turn it back on again" power cycle will not clear any user configuration settings, like a custom Wi-Fi password.  A proper factory reset, with the button on the back, will drop everything back to defaults.

(Don't forget the reset button needs to be held in until the light goes green, about 30 secs).