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

[gg30340]

Extension cables can be poor quality, faulty, cause interference and it is recommended that they are not used with routers. 

I would suggest that you find a way to eliminate the extension cable and make a direct connection even if it is only for test purposes. By their design laptops are easily moved and a longer cable for the connection to the master socket are not that expensive. A ten meter cable only costs about £6.

[Groo]

I'll give it a try, again, but short extension cable worked no problem for 9 years with old router.

[gg30340]

Obviously they can and do work but they also can and do go faulty.

[arwen]

I stopped posting about my experience very similar to Groo's as I also lost the will to live as I was so annoyed that a BT   representative removed the e@mail resolution address I posted so that others could complain. ( lets try & avoid complaints BT)

What is being forgotten here is that we the customers of BT did nothing to start these issues. The problem is one caused by something at BT. They obviously know there is a problem & are fobbing us off with repeated engineer/openreach visits & faulty hubs. 

I am sending a formal complaint to BT as I believe they are in breach of contract by not supplying us with the service we are paying for ie Internet connection 24/7 seven days a week. If I want to settle for intermittent broad band connection I wonder if they will settle for intermittent monthly payment. I will highlight these forum posts in my complaints.

The communications Ombudsman will deal with complaints after 8 weeks & I also think the media may be interested in this issue. The BBC  were in 2021 when there was a previous issue with the BT Smart Hub 2.

[garybs29]

@arwen Good luck getting a broadband provider that guarantees a 24/7 connection.

We'll just keep going in the real world here

[Groo]

@arwen 

Did you ever get a response from that 'resolutions' email? I haven't yet. Apparently they can take up to 7 days (which is tomorrow) & I'm not holding my breath. Like you, my next step will be writing to them. 

The joke is that this morning I received a letter suggesting I renew my contract early as they have some great deals 😃😀😀

[Groo]

@garybs29 

To quote Oscar Wilde "Sarcasm is the lowest form of wit" & your post is not helpful.

And. Really? I have managed fine with BT for many years & no problems apart from once the line to one of the houses I lived in, which OR fixed no problem. We aren't asking for a guarantee, we're asking for a service that does what it's supposed, i.e. not drop at least once a day, courtesy of Smart hub 2 & DV.

[gg30340]

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@arwen wrote:

I stopped posting about my experience very similar to Groo's as I also lost the will to live as I was so annoyed that a BT   representative removed the e@mail resolution address I posted so that others could complain. ( lets try & avoid complaints BT) Email addresses are generally removed from the forum as it can attract spammers. If you want to provide the email address all you needed to do was to post a link to BT's Complaints Code of Practice which is freely avaiable and the email address is contained within that on page 2.  https://www.bt.com/content/dam/bt/help/complaints/Complaints_Code_of_Practice.pdf

What is being forgotten here is that we the customers of BT did nothing to start these issues. The problem is one caused by something at BT. They obviously know there is a problem & are fobbing us off with repeated engineer/openreach visits & faulty hubs.  I fail to see how BT or Openreach are fobbing you off when they have obviously accepted there is a problem somewhere by virtue of the fact that the do send engineers and have tried replacing the Smarthub numerous times, which given the number of times they have been replaced I doubt they were faulty in the first place, and also given the number of Smarthubs that BT must have issued to their 8.2 million broadband customers with very few complaints.

I am sending a formal complaint to BT as I believe they are in breach of contract by not supplying us with the service we are paying for ie Internet connection 24/7 seven days a week. If I want to settle for intermittent broad band connection I wonder if they will settle for intermittent monthly payment. I will highlight these forum posts in my complaints. Make sure that you also highlight some of the utter rubbish that one of the "engineers" spouted that he "suspects the problem may be because the 'smart' hub is looking for connections that aren't there". He would appear to have no idea how the Digital Voice system works.

The communications Ombudsman will deal with complaints after 8 weeks & I also think the media may be interested in this issue. The BBC  were in 2021 when there was a previous issue with the BT Smart Hub 2. That was an issue with a small number of customers connecting multiple streaming devices  being unable to connect to the 5Ghz band of the dual frequency used by the Smarthub 2. It was quickly identified as a software issue and resolved with an update to the software. That is not the same as the problem that you would appear to be having.

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[arwen]

I e@mailed on the 27th March on 4th April so the e@mail address works. A full reply is still awaited but at least I started the "8 week clock" ticking.

& no -one is asking for guarantees garybs29 we are merely asking for the service we are paying for ie internet connection.  Otherwise what are we paying BT for ?

[Niltechy]

I think we will also be writing as we have reached the end of our tether. The Optimizer ,or whatever he was supposed to be, came this morning. He stayed about ten minutes and tried to connect his laptop but couldn't get internet- I wonder why???!!! After fiddling and waiting he got a signal but could understand our frustration. He insisted that the problem was not with the router and NOT caused by something in the house. He went off muttering something about a firewall! Now I am wondering if it is Norton supplied by BT. Any way the 'nice lady in Darlington' has now arranged for our case to be 'Escalated with OpenReach'. I seem to have heard this before in this thread, so am not optimistic.