New FTTP Installation problem

[imjolly]

have you checked the ethernet cable is securely connected to the ONT?  have you tried changing the ethernet cable between the ONT and the router?

[Christine]

Yes swapped Ethernet cables the other day when it first did this, but still crashed so put my better high quality cables back on

it has just crashed again but came back up online itself

[Christine]

So, during a lengthy session with the help team, I replaced the BT hub, line tests were run and everything was apparently running perfectly, but as I was on the phone wifi smart plugs, smart bulbs were going online and dropping off before my eyes, Hive would not connect, doorbell would not connect, only Ethernet connected items were stable.

Engineer visit arranged, and I then get an email to say it will cost £40

Engineer not arriving until day 14 of connection, so if I wait for him (and I have no confidence he will fix anything) and I will be locked into a 24 month contract.

Decisions to be made, my TP Link router back on and all running perfectly

[spile]

You could use the TP link as a wireless point. See https://www.avforums.com/threads/faq-using-two-routers-together-extending-wi-fi.1554662/

[Christine]

That won’t solve the random loss of service, five times now in five days, and yes it still lost internet with the BT hub connected.

I think a charge of £40 for a engineer is the last straw in an appalling experience trying to return to  BT

[garybs29]

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@Christinewrote:

So, during a lengthy session with the help team, I replaced the BT hub, line tests were run and everything was apparently running perfectly, but as I was on the phone wifi smart plugs, smart bulbs were going online and dropping off before my eyes, Hive would not connect, doorbell would not connect, only Ethernet connected items were stable.

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So would that not point towards it being a wifi issue rather than anything to do with the FTTP installation then?

[Christine]

Indeed, the BT hub cannot manage all my Wi-Fi devices, my TPLink handles everything fine, but the helpdesk say I must use the Hub2 to monitor line status, but that mean most of my smart home is offline including security, so the bt hub is no good to me, and if the line drop while I’m away I can’t power cycle the ONT remotely 

[Christine]

Away from home, everything just crashed for the sixth time in six days, very angry 

[SherlockPhones]

Try disabling all wifi on the BT Hub. Then switch it off for 2 mins. Switch off the ONT for 2 mins. Turn on the BT Hub and wait for it to boot and fail to connect. Then turn on the ONT. If it connects, leave things like that for 2 or 3 days or until it loses Broadband again. If it does then it looks like a faulty ONT or FTTH network problem.

[Christine]

I had to put my router back on as half of my Wi-Fi devices keep going on and offline, and my ring doorbell wont work at all even after factory reset and reinstall.

I have noticed the lan led goes solid green when it fails, BT want to charge me £40 for a tech visit, but he will arrive on day 15 of  my service so I’m locked in for 24 months with a potentially still faulty service.

I asked for the cooling off period to be extended until my new service is working correctly which was refused.

Already signed back with Virgin which has worked flawlessly in the past