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

[imjolly]

I explained before how to access wifi to change channels and @WSH  has now done the same so hopefully you can now try and make the changes and see if that helps.  I still think there is something in your home causing interference

[arwen]

 Groo I  was very interested to see this post last night whilst awaiting my 3rd Engineer appointment today.

We have been experiencing the same problem sometimes nightly & when the connection was lost again this morning we left all alone until the engineer came. He was surprised that the blue light was on with no connection. He has given us our 3rd  " new" ( I have learn't they are not actually new) router since the turn of the year & we will give it a few days as he suggested for it to " build ?????

He stated that if the issue happens again that it must be a network issue & suggested it is possibly  a faulty data card at the BT Exchange. He has logged all this info to BT before leaving.

I will update with developments.

[Groo]

@arwen 

Your problem is identical to mine & I'm glad I'm not alone!! I don't want to depress you but I have had 10 webchats with Guides, 2 BT engineer visits & 4 Openreach engineer visits. The last Openreach engineer who came yesterday (who they said was an expert, but wasn't) had only been gone 45 minutes before the fault happened again, so I had yet another webchat. All the engineers have done various things in the house & down at the exchange & at the cabinet; the webchat guides did stuff remotely.  I am also on my 3rd Smart hub 2.  What's frustrating is that the old router I had, never gave me any problems & it's only since they've given me a new hub & done this digital voice thing that the problems are happening.

Like you, mine can be fine for a day or 2, then do exactly the same.  So I'm now, since yesterday's efforts with BT & OR, waiting to see if it will happen again - I'm not holding my breath that it won't!

May I ask if you live in a city, or do you live in a village or rurally (no need to be specific as to location)? I suspect the problem may be because the 'smart' hub is looking for connections that aren't there, and I think that BT have rolled out this DV fiasco without thinking about all their customers who don't live within spitting distance of an exchange or a cabinet.

If you aren't already, I suggest you use the online messaging & 'talk' to a guide; this will at least give you a fault ref number (I now have 8 of those) & a record of the ongoing attempts. I gather the chat transcripts are saved on our accounts but I also copy & save the transcript to my PC.

I look forward to reading your updates. 

[Groo]

@arwen 

P.S. It has literally just lost internet/wifi again. I give up!

[licquorice]

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@Groo wrote:

@arwen 

May I ask if you live in a city, or do you live in a village or rurally (no need to be specific as to location)? I suspect the problem may be because the 'smart' hub is looking for connections that aren't there, and I think that BT have rolled out this DV fiasco without thinking about all their customers who don't live within spitting distance of an exchange or a cabinet.

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That is complete nonsense.

Whatever your problem is, it certainly isn't that.

[Groo]

@licquorice 

There is absolutely NO NEED for you to be unpleasant.

@Katie_B  - moderator.

[chrisjp]

"I don't see the point in connecting, e.g. my laptop, via ethernet cable; the problem is that the hub light is always blue but I lose internet, wifi on all equipment, whether connected with cable or not."

Actually it's not unprecendented for the hub light to be blue but there to be no internet connection.
This happened to me - I went out while everything was working OK and when I got home the Smarthub 2 light was still blue but there was no internet - even with ethernet connected devices such as my desktop computer. A simple re-boot of the SH2 cured the issue, but I don't understand how the hub light can be blue in the absence of any internet connection.

[Groo]

@chrisjp 

Thanks, good to know I'm not the only one. Yes, only way to get it back is to restart SH2.  And even the engineers are puzzled as to why blue lights are still lit!

[arwen]

So Distinguished sage thinks my BTR Engineer was talking nonsense!!!!!!!!!!!

To address Groo thank you for your reply. Yes I live in a rural location but I am only 100 yards from the BT Exchange & a green cabinet.

Interestingly Groo this did happen after I was put on digital voice against my wishes when taking out a new contract.It should not be up to the customer to " fix" said problems as was suggested a few posts back about ip address & ghz or whatever that is totally beyond my technical knowledge 

In my view BT are in breach of said contract as they are not providing the service that I am contracted to receive ie 24 hr 7 day a week Internet connection. I have been a BT customer for over 40 years & a Bt Broadband customer for over 20 so unless this problem is resolved to my satisfaction with compensation paid for lack of service I will be taking this matter further.

Sage do not post any unpleasant/rude replies they will be ignored.

[licquorice]

You can ignore all you like, your 'engineer' was giving you a load of guff.