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

[gg30340]

Don't want to say "I told you so" ... but it was pointed out earlier in this long thread that although you all have the same end result with wifi dropping, it does not mean you all have the same problem and that they should started their own threads so that their own individual problem could be investigated and diagnosed.

[pddco]

@SludgeIsland  clearly it can’t be a widespread issue with the SH2 as I guess the forum would be awash with such issues, like @licquorice  suggests. But perhaps there may be a specific issue insofar as compatibility between the SH2 and the longer lines / characteristics of some / a few rural? broadband connections. I’d imagine BT would need to monitor such instances over a fair period of time to see if there’s a pattern. Clearly it’s not an easy fix. Although not sure why they just didn’t send out the EE hub earlier on to help with the diagnostics in any case? And why not for @Groo  too? Anyway good that at least you’ve established a reliable connection now. 

[Groo]

@gg30340 

Fair enough, we accept your "I told you so" but, to be fair, to us non-techy types it did seem like we had the same problem 🙂

[gg30340]

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@Groo wrote:

@gg30340 

Fair enough, we accept your "I told you so" but, to be fair, to us non-techy types it did seem like we had the same problem 🙂

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Yes despite "techy types" suggesting otherwise!

Any way hopefully it will soon be resolved for all who posted regardless of what is causing their individual problem.

[Groo · Accepted solution]

@gg30340 @pddco @licquorice @SludgeIsland 

OK, this will be my last post on this thread, thank goodness! Just thought I'd give a final update. 

Problem is still occurring but seems to be less often. As BT/Openreach etc (and me trying all your useful suggestions) have done everything they/we can, we have decided to quit while we're ahead. They have said I can keep the mini hub, and have also reduced my monthly bill by 5% until my contract is up for renewal in Sept, then will offer me a similar price. 

So although it's not perfect, it's acceptable & I'm now going to get on with my life! Thank you all for your input & help.

[SludgeIsland]

@Groo @pddco @licquorice @gg30340 

Nearly three weeks with the EE SmartHub Plus and a near perfect and stable (even if only FTTC and 37 Mgps) internet connection.  BT very kindly paid me some compo, and also the cost of the new router, so all happy here now.

I am by no means a technical expert, but by a process of elimination I think I can safely say that the SmartHub 2 was the cause of the problem in my case.  Had we not all been on this thread comparing notes, finding a solution (certainly for me) would have been much more difficult.

This will be my last post on this thread.  I accept that we may have different root causes, but by comparing the similarities and differences in the faults we each have experienced, I hope we have managed to help each other through this, so thank you all.

[Orange99]

Sadly no joy with mine and now BT want me to go away as they can’t fix the problem. 
I now have to live with internet drops a couple of times a week!.. great huh, and no reduced monthly fees.. I can’t get full fibre here either (semi rural). 
Good luck and thanks to everyone who posted on this thread.

[Groo]

@Orange99 

Sorry to hear that. Have you raised a proper complaint? You should email the relevant address (I can't put the address on here but you'll find it on the 2nd page of this doc https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...  ). Write all the details of your ongoing battle and maybe, just maybe, you'll get somewhere. It does take them a while to respond. Once you are on their 'official' radar, they won't close a complaint until either it's fixed or you say they can. After I emailed, they phoned me several times & were very nice & very helpful (and in the UK!). Plus if you tell them you object to paying whatever you're paying a month for an imperfect service, they'll probably reduce your bill or give you compensation. Good luck!

[Orange99]

Many thanks for the information. I have tried many many times with BT logging calls, complaints, the lot, and they keep closing the complaint so it never goes anywhere.

To be honest I don’t have the stamina to keep on with it, it’s too wearing with many many hours on the phone trying to get them to sort so I will just live with it. They have beaten me into submission and acceptance of a second rate service.

Still, I’ll look on the bright side, I might have full fibre by 2027….

once again, really appreciate reading everyones messages, at least I didn’t feel alone! 👋