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

[Groo]

@Niltechy 

I feel for you, and I am also getting very depressed with this as we appear to banging our heads on a brick wall. You are right; I never thought of googling but I've just done it & according to google there are big problems with the smart hub 2. So why aren't BT doing something about it and why have they sent out these hubs to all the people they are switching to DV, knowing there is a problem??

[SludgeIsland]

After a fault free Sunday, with my new SmartHub, I switched on my laptop this morning, and it's all gone wrong again.  Same as before.  I have just spoken to a very nice lady at BT.  She carried out a test and it showed up an ISP Network Error.  After conducting a system reset, it all came back!  How long this will last, I don't know. 

This saga is affecting my mental health and my marriage, and BT are aware.  Come on BT.  Step up and sort this out for all of us.

[Groo]

@SludgeIsland 

I hate to say this but the system reset is unlikely to solve the problem for more than a couple of days (they've reset my system loads of times) although I'll be interested to know if it does behave itself. I'm also amazed you actually got to talk to someone at BT!

And, like you, I'm wondering why the moderator @Peter_W  has responded to @Niltechy but not bothered with the rest of us who have also been having this problem for months.

[SludgeIsland]

@Groo 

I got to talk to someone by running a speed test through the router manager (probs best to use your mobile as most of the time I can't access the router manager via the laptop).  You will need to log into your MyBT account, and let it run its test.  You will hopefully then be sent an SMS message , to which you can reply CALLBACK.  I got called back within two minutes, and spoke to a real human being in Darlington!  Good luck!

[Groo]

@SludgeIsland 

I don't know what that means & I'm at the point where it all seems to be pointless. What is the point of me talking to yet another person, when I've had endless webchats with Guides, 7 engineer visits & 2 phone calls to BT.  I've even sent 2 emails to the email address given on their "how we deal with complaints" section & they haven't even replied to them. 

I can't cope with this any more. I've been with BT for decades but obviously loyalty means nothing to them. My current contract ends in Sept so I'm going to try & find another provider who will give me the customer service I expect & actually fix problems, problems which it is becoming increasingly obvious they know all about (and that it's affecting many people) but BT are doing absolutely nothing.

[pddco]

@Groo 

Have you still got your original (pre DV) hub? If so, why not swap it back for now and use WiFi calling on your mobile? At least until BT gets its act together. And if things are rock solid as before then surely it’s good evidence to support the theory of a hub / line compatibility issue. It may help to maintain your sanity too.. 

Apologies to @Anonymous I’ve just looked back and they  made a similar suggestion back in message 132. 

[Niltechy]

I wrote to say that Peter the Moderator was concerned for my health but I reassured him. Sorry you are depressed too and it is causing arguments in the family. I too had the biggest row with my husband because of this stress. The first in 65 years. We too spoke to a very friendly lady in Darlington and she has promised to help. Somebody is coming on Thursday, I'll keep you posted. Unless of course they haven't put me in a straight jacket.

[Groo]

@pddco  Unfortunately I don't have the old hub - they charge you £60 if you don't send it back and, at that point, I had no reason to believe it would all go Pete Tong!

[Peter_W]

@Groo I can see you mentioned earlier about them looking to close the complaints you were raising over the phone. 

As well as in writing, it is possible to raise this with our complaints team directly via email too, and this is through the consumer resolutions email you mentioned earlier. 

These emails go directly to our complaints team and they should absolutely be doing everything possible to help you get this resolved. 

If you feel that a complaint has been closed incorrectly, please let us know via call or email, and we can reopen this at any point within 28 days.

Peter

[Groo]

@Peter_W  Thanks for replying. I already emailed consumer resolutions twice (11th & 13th) & they haven't even acknowledged, let alone replied.  Can you see why I'm on the point of giving up?