Hi Caroline
It may sound obvious, but ask the BT helpline to check the Hub Wireless Network Name on the back of your router (BT-xxxxx) corresponds with the router name showing on their system. With mine they found after 14+ weeks that my router was registering as being in use 3 streets away and vice versa (crossed wires in the junction box)! BT would never take responsibility for the problem, and always blamed my set up skills, because they were constantly looking at the wrong Hub info.
Of course your fault may be entirely different but I just totally sympathise and am trying to find a solution.
Good luck!
Kay
