loosing internet connection

mandyl

wireless.
how do u change it? wondering if its the cable you plug in the broadband as neighbours hub wouldnt work up here either.

kellyb74

i am having exactly same issues as you and bt are useless, where abouts are you ? i tried plugging in main one and even then it kept going off.

mandyl

kellyb74 wrote: »

i am having exactly same issues as you and bt are useless, where abouts are you ? i tried plugging in main one and even then it kept going off.

chichester, west sussex or near there anyway

bikerchris

Sorry to read you've been having problems Mandy.

It is difficult to diagnose a problem like yours, but generally there are several main potential faults:

1. It could be a BT fault
2. A fault with your router (the 'BT Hub')
3. Your computer

From what I've read we can remove the computer from being at fault. I'm assuming you haven't recently had broadband installed and had it successfully working for some time, hence the panic.

I may have missed it, but no one has asked you to switch off the BT Hub for about a minute. That is to say, disconnect the main power supply. When you start it, See what lights appear when you restart it? Also, do you have a black or white BT Hub? There are generally two lights that relate to your internet connection, one confirms you have 'potential' for an internet connection and the other shows you have a good internet connection. Normally you will see the first one go amber then green, and then the next light go amber green.

If possible, use a cable to connect your computer to the BT Hub.

As a partial side note, if you do suffer from depression and rely heavily on the internet, you may want to ask a tech' friend to show you how to share your mobile phones internet connection with your computer. If you are in the right area in England, you can almost get broadband speeds via your mobile phone, for emergencies like this. It would depend on your mobile phone package, but it's common for tariffs to include some internet usage these days (normally referred to in 'data amounts').

Hope that helps!

kellyb74

ooh im in london, i have called numerous times now, they have told me to plug phone in main socket with hub and sky tv , then last night i called again and lady when online where i could see her and she changed my settings on hub and told me its fixed till my 11 yr son woke me up crying as laptops wouldnt work (he is autistic and lives on pc) and lights gone again. i was promised a call at 11 this morning from yesterday and it never happened so i called again and he told me hub shouldnt be within 5 ft of anything electrical (never been told this before) and they tested my line, said it was fine , but even yesterday ethernet wouldnt connect via hub, so i moved my phone to ext socket, and would need to wait another 24 hours. i said no i need it sorted now, they escalated to tech help and i will need to wait till 4pm when someone should call me but i think the hub is the problem but could be wrong....
im just stuck as to what to do next....who did you speak to ? do they charge for engineer ?

macman

So are you saying that it won't connect either by ethernet or wirelessly? If so, and the line has been tested and OK, then it does sound like a router failure. Do you have ADSL filters on all active extensions in the property (that includes any Sky boxes)?
BT Retail don't have 'engineers', any physical work needed is done by BT Openreach. If the hub is faulty then BT will just send you a new one-not an engineer.
Can you maybe borrow a router from somewhere else and see if it works with that (any ADSL modem/router will do)?

kellyb74

hi no yesterday it wouldnt connect via ethernet cable, it did for a while but went off again, its on at moment via wireless, but how long i dont know.

i just found old white bt hub, but reluctant to "mess" around while its working..

do i need to install new software for white one as its prob not on laptops we use ?

i am waiting till before i ask for new hub, they keep fobbing me off but im at end of contract so hoping that will work.

only reason i kept with bt so long depsite price is because of my son and his lack of understanding when things go wrong and they are normally fine.

macman

You don't need to install any software to make a hub/router work, you just log into the router and enter your broadband username and password. That's it. All the other stuff BT encourage you to install is just bloatware.
I suggest you try the old hub, as that is probably already configured correctly-there's nothing to mess up, just a straight swap of the box.

mandyl

hi bc,
ive tried switching it off and also re starting it. if i remember right the broadband and phone lights flash orange then the broadband light goes red. sometimes everything goes blue but then thats it for few mins till they flash orange and go red again.
i dont have a cable as i cant find it also laptop is otherside of room from the only phone socket.
had it for a while and was fine until just went wrong for no reason.
macman, yep got the filter also brought new one and tried that. sky box isnt plugged in the phone socket and has been that way for ages so dont think its that. tried neighbours hub and that wouldnt work either so could it be my cables? ie the broadband and or phone power cable?
bt said they are sending someone out on the 4th to see me hope thats correct. thankyou for all ur help. ps i have internet on my phone but it runs from the hub? how can i change that bikerchris? thankyou once again.

macman

You really do need to test it by making a temporary ethernet connection, as whole the purpose of that is to rule out any problem with your wireless connection-suggest you borrow one?
If OR come out and the fault is on your equipment, wireless set up, or line fault on your side of the master socket, then you will be charged a minimum £120 call out.
iis your phone line working OK-any crackling/noise on the line. Dial 17070 and select option 2-Quiet Line test. if so this could be the problem, in which case you need to go back to BT and report a line fault (not a broadband fault)
Connecting your phone to the mobile network for data usage will potentially cost you a great deal of money in data charges.