BT Complete Wifi - Disconnects / drop outs every few days

[Orange99]

I am at my wits end and hope someone has some fix ideas for my wifi drop outs.

This has been going on for months, Openreach and been out numerous times to check my lines, check speeds both download and upload which has indicated there is no problem. They even changed my lines in the connection box up the road to see if that made any difference. It didn't.

I have upgraded my wifi to complete wifi and now have discs everywhere to try and solve the problem but still no difference. My wifi keeps dropping every few days.

BT engineers have been out many times over the past few months, again checked my download and upload speeds and all ok, apprarently. They checked my signals in the house and everything they say is working perfectly ok! YET I am still suffering drop outs!!

BT have changed my channels from 5ghz to 2.4 in case that would help but no! Someone else at BT then said my hub was set up incorrectly to full fibre (I am on Fibre to the cabinet and Copper to the house) so they changed my hub set up and then changed the channel back to 5ghz. Still no difference and still suffering drop outs!

When it drops the hub and all discs still remain blue so it looks like they are still all working yet I have no internet!

They only way I can back on the internet is by rebooting the hub every time it happens! BT can see I have these drop outs but everything they try and do does not make any difference! Can anyone help please!

When the wifi drops I cannot access the internet on any device in the house, a smart TV ,mobile phone, and laptop.

I even had a new wifi card put into my laptop which is only 2 years old as someone thought that may have been the problem but that has made no difference!

I am not IT literate so any easy to understand help/suggestions  would really be appreciated. Thank you

[gg30340]

It may be that you have a problem with the BT hub. You could try a different router to see if it helps.

You can buy a TPLink 300 VDSL modem router for £30 from Amazon. If it does not help you can always send it back for a refund.

Obviously you will not be able to use the BT discs with the TPlink but you are only "testing" to see if it resolves the drop outs.

[imjolly]

Do your ethernet  connection still able to access the internet if hub colour remains blue?

[Orange99]

Hi,

thanks for your suggestion, but I have already changed BT hubs as it was happening with my previous hub. When I upgraded to complete Wi-Fi in January I asked for a new hub for this reason but it has not helped at all.

[Orange99]

Hi,

I cannot use an Ethernet connection as my laptop does not have an Ethernet plugin space. 

thanks

[imjolly]

So unlike the other similar post where the ethernet also lost connection you cannot be sure that ethernet connected  devices are ok and problem is just a WiFi problem

[Orange99]

Hi,

As far as I am aware both Openreach and BT checked all of this when on site and they both said the same that it was a wifi problem but as you say I can't check it myself. I am totally reliant on the "professionals"

[Peter_W]

Hi @Orange99.

Welcome to the Community!

You mention that these issues only started occurring after switching to Complete Wifi.

If you totally disable these and use just the Hub, do the same issues occur?
Peter

[Orange99]

Hi Peter

No, I had the issue before I upgraded to complete WiFi . It was suggested to me by BT that upgrading broadband package it would solve the problem but no it didn’t.

thanks 

[Peter_W]

Cheers @Orange99, that would lead to us thinking they're not contributing to the issues. 

It's a tough one as you mention all devices being affected, which means it can't be the WiFi Card in your laptop, and you've replaced the Hub too which means it's unlikely to be a device fault.

Is there anyone you know that has a laptop with an Ethernet port that you could test here, just to rule this out being WiFi specific?
Peter