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

[Groo]

@SludgeIsland 

BT keeps trying to insist my fault has been rectified - I suspect they want it off their system!

My mini hub is apparently supposed to arrive in 48 hours, so that should mean tomorrow.  I fully expect it to arrive as our local DPD courier is excellent.

[Groo]

@licquorice 

Yes, I'm being thick again. Is the log you are talking about the 'event log'?  It only shows my activity for today, but presumably you mean to see what the entry is after it does it's thing?

[licquorice]

Yes, but it should show a lot more than just today in the 250 odd pages of the log, unless the hub has been reset.

[Groo]

@licquorice 

Ah yes, just noticed the 'page 1 of 272' at the top.

[Groo]

@licquorice 

The hub log has 4 pages of stuff from 18:30 to 21:00 when I had nothing switched on as I was out at a meeting. However, the printer had gone offline, which it only does when internet/wifi drops. Rather than copy every entry for you, this one caught my eye:-

18:44:54, 23 Apr.

DHCP device Disconnected: 192.......... (didn't seem like a good idea to put this full number but can message it to you, or add it here if it's not a security issue) b0:dc:ef:cd:03:6b, DESKTOP-JSC509B

Don't know if this is relevant? If not, tell me what I should be looking for?

[licquorice]

Probably not hugely relevant in isolation.

What we need is the logs at the exact time you experience the problem so we can see what is happening at that time.

[SludgeIsland]

@Groo 

BT tell me they have rectified a fault, when they have stated there isn't one, with alarming regularity.  Today they are rectifying the one they said they had found last week, despite (touch wood!) everything has been working perfectly since Saturday!  I do hope they're not going to mess things up again.  Every complaint has been closed down and shown as "resolved" when it has definitely NOT been resolved.

No sign of any EE SmartHub Plus.  I phoned them yesterday to ask if they was any update, and they claim to have no knowledge of this, and stated that they would never offer to send one.  When they checked my system, I was told that I wasn't using a SmartHub 2, I was using a NeoHub, and that wasn't compatible with BT internet.  The NeoHub works the heating system (like "Hive") and is connected to the SmartHub by ethernet!   They really have not got a clue!

Promised a callback in the afternoon, but that never happened.  Just another BT fob-off.

[Groo]

@SludgeIsland 

My EE mini hub arrived this morning!  I suggest you email the 'resolutions' email which you will find in this pdf. https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

Give them your complaint number (the one they keep trying to close) the full history of your continuing struggle, tell them to please be proactive with your ongoing complaint (which they are currently ignoring) & to please phone you on your mobile  with updates as 'landline' phone doesn't work when internet/wifi is down. Be polite but insistent 😊  It'll take them at least a week to get in touch, but the lady that phoned me was very nice & seems to be 'on it'. As the 'cease & re-provide' she has arranged for 29th will cut off my internet/wifi for several days, this is why she has sent me the mini hub which will work on 4g.

[Groo]

@licquorice 

OK, will do. 

[Groo]

@licquorice 

This is what the log says from it dying at 14:44 to me switching off & back on.

14:45:14, 24 Apr.
2.4G WiFi scan(Reason:boot)

14:45:08, 24 Apr.
2.4G WiFi auto selected channel 1 Bandwidth:20M(Reason:boot)

14:45:08, 24 Apr.
Has a problem to connect to SAAF framework (4 times)

14:45:04, 24 Apr.
Booting firmware v0.45.00.08028-BT (Fri Aug 2 11:22:53 2024)

14:45:04, 24 Apr.
System start Button press (PowerButton)

14:45:03, 24 Apr.
System up

14:44:58, 24 Apr.
2.4G WiFi scan(Reason:boot)

14:44:53, 24 Apr.
2.4G WPS feature enabled

14:44:53, 24 Apr.
2.4G WPA2 mode selected

14:44:53, 24 Apr.
2.4G WiFi UP

14:44:53, 24 Apr.
5G WPS feature enabled

14:44:53, 24 Apr.
5G WPA2 mode selected

14:44:53, 24 Apr.
5G WiFi UP

14:44:45, 24 Apr.
WAN Auto-sensing last connection port: DSL WAN