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

[Groo]

On a positive note, I've finally had an email acknowledgement of my email of 11th to resolutions 😮  It is however a bog standard 'We're looking into it" but it's (finally) possibly a step forwards?

[arwen]

Please up-date us on your complaint when it happens & I will do the same. Hopefully we can all get some resolution to this problem.

[SludgeIsland]

Update: OpenReach engineer arrived on Thursday morning. No notes so I explained the situation to him all over again. He checked the system thoroughly: master socket to cabinet; and in home wiring. Nothing untoward found. He knew the previous engineer who attended and called him. Both equally perplexed but agree the problem is probably with SmartHub (all 3?). My thoughts are that it is possibly a firmware update around 23/12/24 when this problem first manifested itself.

This morning I received an SMS telling me the problem had been repaired and the fault closed! Obviously an automated "shut up" message.

I must admit, since Thursday morning my internet has performed flawlessly - now that's tempting it!

Apparently, and intriguingly, my house is 30 feet too far from a telegraph pole with a fibre-node to get FTTP. Just a thought... if the cable went into the other end of the roof, that would knock around 50ft off the cable length as it's closer to the node equipped pole!

Still awaiting the EE SmartHub Plus. Watch this space.

[Niltechy]

That was an interesting post as we have just had the second OpenReach Senior engineer here.  He has left us after spending over 2 hours here but the problem still exists.  He said he has done everything he can but has requested an new hub.  The new hub is apparently coming in two to three days and is an EE plus,  Fingers cross that this works but I agree with SludgeIsland that I think this is a software problem following an update.  Wish us luck.  Niltechy

[Groo]

@Niltechy 

Good luck! Most of us have already had several hubs, all of which continued to have the same problem. Will be interesting to see if the EE hub solves the problem.

[pddco]

@Niltechy Did you share your thoughts that it might be a software problem following the update with the OR Senior engineer? Is that when the issues started for you? 

[Groo]

@pddco @Niltechy 

FYI, that's what my OR engineers said, but BT appears to be taking no notice. Hence the 'cease & re-provide' which the last OR guy told them needs doing, which they are also ignoring.

[arwen]

That was interesting about firmware 23/12/24 as the date is in line with our first problems so I checked on my smart hub settings( had to google how to lol) but my firmware version is 12/04/24 ( 3rd replacement hub) & guess what it went off again last night. Oh well. 

[pddco]

The difficulty that it seems you are all facing is that all the physical stuff that is needed to get your data from where it’s presented at the Master Socket ( for FTTC) to ‘the broadband network’ is OR’s responsibility.. And to them on countless occasions it would seem, it all tests out okay ( A caveat being ‘At the time of testing’.. which is a pain for intermittent faults, but anyway..) 

The hub is BT’s responsibility.

Not sure what the relationship is between an ISP (BT in this case) and OR. But are OR engineers ‘trained’ on hub diagnostics? For every ISP. Doesn’t BT have their own product support engineers now with the expertise? Or  have they left? 

[gg30340]

Having finally ploughed through this thread this is just food for thought and I really do not expect any response other than negative responses but here goes.

Despite those that have had the Smarthub2 replaced numerous time to no avail, if it is a BT Smarthub2 update or the Smarthub2 that is causing your problems why is it apparently only the few people posting on this thread that have the problem and why are the millions of other DV and Smarthub2 users not also afflicted by the same problem.

Previously when there is a problem affecting many BT users the forum is usually swamped with complaints about the problem which is not the case here.

Do you not think that it is possible that you all have the same end result, ie loss of broadband which includes wireless, but you have all assumed you have the same problem when in fact each problem is a stand alone problem for each connection/property and that you are all convincing your selves that it is the same problem/cause as each other. (it is comforting to be not alone)

In my opinion you should have posted about your own problem and have it dealt with separately as a unique problem to you and your connection without cluttering your thinking or those responding to this thread about what is happening to other users. ie to be asked questions  and get a diagnosis for your problem, not for ever other persons problem.

There has been individual advice offered to some posters but for whatever reason it has been rejected or not acted upon so I really do not understand  the point of this thread other than it being a "group support" thread.