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

[pddco]

Now, I wonder what would happen if those of you with these intermittent issues managed to get hold of the original hubs that you had before the issues raised themselves.

And then found everything was nice and stable (albeit without DV).

Wouldn’t  that be a great help to those that are trying to resolve this for you?

You can speak with some authority that you’ve tried to help, even though it may have cost you a few pounds.

Isn’t that a better conversation to have with customer services in BT?

Clearly they are baffled.  Trouble is the knowledgable engineers ( those who can look deep beyond the GUIs and flashing lights. And actually know how things work) Have either left or very few and far between. 

Saying that, it’s worrying that when DV is down ( a basic phone service) it seems to be treated, has the same priority,  like any broadband issue.

Just wonder what happens for those with fall alarms or whatever linked to the phone service. And this happens??? 

[Groo]

@pddco 

I really wish I still had my old router! Yes I am aware that apparently you can get them on ebay but I am dubious of doing that as it may be faulty & give me a totally different problem which of course BT would not do anything about because it's not their equipment.  Plus, I can't remember which router I had! Rock & hard place?

I don't need a phone line, never used the landline when it was connected, only had it in case of power cut, so lack of DV would not bother me at all.

Apparently those with medical alarms etc got supplied with batteries, which would last for 1 hour if the power went down.

[edbostan]

Yesterday my Sonos system dropped wifi twice so I factory reset the Hub. All is fine no more dropouts and Internet access quicker. I was expecting my streaming services to require re-entering passwords but not necessary. Everything works tickety boo

[Groo]

@edbostan 

Happy for you that yours is behaving itself. Unfortunately, my hub has been factory reset several times remotely by BT 'guides' & once by myself & that only solves the problem for anything from 1 hour to 48!

[licquorice]

If you don't want DV, simply buy a third party router if you think the hub is the problem.

[pddco]

@Groo  et al - was just thinking you collectively might have something here and genuinely there may be an unusual issue for certain configurations ( line length , hub type / version etc) for those recently migrated to DV.

Clearly it’s not an issue for the vast majority, but perhaps your examples are something new and rare? 

Rather than dismissing DV out of hand. Focussing on DV failing may actually be the best route and the ace up your sleeve for getting this sorted.

And where I was concerned about those with fall alarms etc. Backup power supplies will make absolutely no difference to the  intermittent DV service failures seen here. 

[arwen]

As I recall BT requested the original hub back. So how do I obtain ?

DV is an issue for me I was put on it when I agreed my new contract despite saying I didn't want it. My 95 yr old mother is in a care home & it is not unusual to get emergency calls through the night. Because of these problems we are now having to take a mobile phone to bed at night switched on o bedside table ( hardly recommended ) & have instructed the care home to use Mobile number. 

[pddco]

@arwen  - assuming things were working fine before getting the DV service and the Smart hub 2 - It was suggested I think by @rbz5416  to have a look on eBay / FB Marketplace to source a used one for a few pounds. Hopefully by looking at the pictures you should recognise which one you had previously. I don’t think we’re talking lots of money here. But may be worth a punt. Of course you won’t have DV, but you could end up with a stable internet for reliable WiFi calling on your mobile etc.. 

This wouldn’t get BT off the hook (sorry ex phone engineers!) of course. So you’d still need to push for a resolution. But might give you a bit if peace of mind for now? 

[arwen]

I had a Smart hub 2 previously the self same type that they sent me a new one of when I agreed the new contract which I now deeply regret. I only returned it as I acted on their instructions, I apparently have no choice now but to have DV.

Our mobile signals are not always the best in the country side many a time I have to sit on my upstairs bedroom window sill to get one, my mobile does not have the internet so no wifi on it. 

I have been a BT customer for 40 years, a BT Broadband customer for 20 years & I am totally out of my depth with technology. But the way I see it they mucked it up they should put it right & so I will persist with my complaint.

[pddco]

@arwen . Which is why this is so perplexing. On the face of it the service should work. Well let’s hope that @SludgeIsland ’s new EE hub does the trick when it arrives. 

Also, when speaking to BT it may be worth pushing for a backup power supply for the hub, so that when it sorted and DVs working, you’ll have some assurance that you’ll still have a phone service should you have a power cut.