New hub keeps losing wifi connections, even though blue lights lit

[Groo]

@WSH  Engineer came when they said he would, discovered that the brand new smart hub was faulty, so replaced with another one. Tested on his system & seems to be working fine (although I'm not holding my breath yet!). Thanks for your help.

[Leanne_T]

Hi @Groo 

Please let us know how you get on with the new router over the next few days. 

Hopefully this is all sorted for you 🙂

Leanne.

[Groo]

@Leanne_T 

I will - I don't quite trust it yet 😀

[Leanne_T]

I understand and if you have any further problems please let us know @Groo 

Thanks so much for keeping us all updated. 

Leanne.

[edbostan]

Text the word Fault to 61998 and the Fault team get back to you. I had to pay for the message but its only pence.

[Groo]

@Leanne_T 

Just to update on this fiasco.  Issue is STILL not fixed. 6 webchats with BT, 2 visits from BT engineer (who replaced new hub with another new hub), 2 visits from Openreach engineer. Both engineers have said there is nothing else they can do locally (they just about rebuilt the system!). Openreach guy said I need to tell BT that something at the main whatever (not the local exchange etc) has not been configured properly & needs to be remedied because the hub keeps suddenly not finding websites or saying 'error, network change' which means the hub is obviously losing the plot. But BT just keep giving me the same answers. Yesterday (the latest day of losing internet/wifi) they insisted it had been fixed & I should not restart my hub again. This morning, turned on mobile (not a BT mobile thank god) & PC, no internet, so no wifi either. And I HAVE TO restart the hub to get wifi, otherwise my mobile signal is not reliable enough to be certain a phone call won't drop. About to do yet another webchat, but sick of repeating the same things to them over & over - getting to the end of my tether. Any other suggestions?

[imjolly]

@Groo 

are you actually dropping internet connection with hub light changing from blue to orange or is internet connection ok but you are dropping wifi connection to your devices?  do you have any devices connected by ethernet and if so do they maintain internet connection?

[TimCurtis]

@Groo 

Do you have many mobiles in use in the household?

[Groo]

@imjolly 

Hub lights always stay blue. The only device connected by ethernet is the TV & that loses connection too.

Currently on (yet another) webchat with BT & I have just done a factory reset of hub, as he told me to. Form my experiences over the last couple of weeks, I don't really expect anything they suggest to permanently fix the problem!

[Groo]

@TimCurtis 

Yes. It also loses wifi when hub plays up. I need wifi switched on, on my mobile, as mobile signal is not the best where I live. But wifi signal is/was always fine.