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

[Orange99]

Absolutely!

I’ve had this problem for months and I keep getting differing opinions from different people on the support line and nothing they do or what the engineers do fixes the problem. It’s a nightmare with hours spent on the phone and waiting for engineers to arrive between time slots!

it would be really helpful to know how it goes for you and will certainly be asking for the same fix if it works.

thanks so much.

[Anonymous]

@Groo 

As you've already given up on the phone, I'd be inclined to source the same Hub you had previously from Ebay/Facebook Marketplace. Should only cost a few quid & will prove whether it really is related to the Hub or just an annoying co-incidence.

If you do this, remember the previous tip about changing SSID & password, so that you can switch between Hubs with minimal disruption.

[Groo]

Update - well nothing's been done in the week since I phoned, despite the "it'll be done within 3 days" so I phoned again just now.

Digressing slightly, since last week, BT have changed their helpline system & it now takes at least 15 minutes of pressing links on text messages & so on, before you get to speak to a human.  By which time you're really frustrated & annoyed 😡 !!

So......... helpful girl put me through to someone else, who seemed to think I wanted to set up a new account. Nope, not going down that rabbit hole! So he then tried to find out which dept I had talked to last week which said they had booked in the 'cease & re-provide' (which is not now showing on the notes). And when he supposedly transferred me to the correct dept, he cut me off. I am NOT going through all that again, yet another 45 minutes of my life wasted & I have lost the will to live & can't be bothered to try & get to the right dept again.

So does anyone know a phone number (not the 03301234150) to get to speak to the right dept?

[Orange99]

Hi

Well That’s strange, I called BT again today and after repeating my issue (probably now for the hundredth  time) to yet another body at the end of the phone, yet again had another reason given to me for my problem ( same as yours). 
when I was questioning what they were doing with all the inconsistencies with what they thought the problem was she went off to speak to a “ manager” when she came back in mid conversation we were cut off then she text me 

 that I had too many wifi discs and she was making a note that I should call back and speak to someone to return them!! I couldn’t believe it! Someone else at BT had told me I needed them and had ordered them!..How shambolic. Spent 1.5hrs on the phone to them today! Still no nearer to sorting the problem!

I think they use call cut offs to get out of a conversation as they know how hard it is to get through and you always speak to someone else when you do!

[Groo]

Ridiculous, isn't it. And very frustrating!

[Niltechy]

It goes on and on doesn't it and we are getting nowhere? I thought we had cracked it today when a new disc arrived. A kind lady at 150, after going to speak to someone, thought that it was a 'connection problem'. Of course it is!! So she sent me a new disc. I paired it up with the hub following instructions on the App and it worked. However I was connected via ethernet so couldn't help wondering how an extra disc would help.  Obviously it didn't because when I removed the cable to try the Wifi I couldn't get any internet although all the hub and devices all showed blue and 'connected'. Later on, reconnecting the ethernet cable, no joy??!!  Surely BT must realise that this is a serious problem and I do not think it is just happening to a few of us. I wonder if going on the BBC or other media would get the mess sorted. 'You and Your's' on Radio 4 might take an interest. I have just read BT's commitment to us 'We are here and always ready to help'.

[Groo]

@Niltechy 

Yes, I despair of it ever being fixed. I agree that getting it out there in the media would probably help, and may get other sufferers involved, but I wouldn't know where to start with that.

I found an email address mentioned several times on google (which the community will not let me include in this post) so I sent them a long email, asking why they were not proactively dealing with an 8 week old complaint & why they kept telling me they'd closed the complaint, and could they PLEASE get someone to actually do the 'cease & re-provide' & tell me when they are doing it. Also, could they please get someone to phone me on my mobile as I've spent so much time on the phone to them that I'm running out of minutes. My mobile is not with BT, so not free, and there is no point using the BT line as it is now DV & drops when the internet/WiFi drops!  That email has not been acknowledged so I'm not sure it's actually been delivered.

Wonder if I could sue them for mental distress!!!

[pddco]

@Groo 

Appreciate this has been going on for millennia, but do you still have an ordinary phone you can plug into your old master socket? Just wondered if you get dial tone when you plug it in? And if so, if you dial 17070 (it won’t be your landline (now DV) number) and select the quiet line test, is the line really quiet? 

[Groo]

@pddco 

One of the things one of the Openreach engineers did was fit a new master socket, and when I plug a normal phone into that now I don't get a dial tone.

[Niltechy]

Hi, The second engineer who came to us cut all the phone lines and left us with the main line to phone and broadband only. We have no mobile signal here so no phone??!! When we managed to phone 150 we insisted that we needed a copper cable line, so a third engineer came and reconnected them all. We do not have fibre yet. Just turned off our CTV camera but still no internet. Urgh!!!