BT only guarantee wired connection?

Changing

We switched from Sky Broadband to BT on August 18th this year. We had no problems at all with Sky but at the end of our contract we opted for a better deal and BT were advising their new Smart Hub with ‘the most powerful wifi’ so we switched to them. We immediately began having problems with our internet and contacted them on the 22nd August to advise them of this. Since then we have had numerous phone calls, been advised of a fault on our line which has been fixed, had an engineer fail to turn up for an appointment and had the hub replaced but the problem is still there. We are convinced the problem is with the Smart Hub even though it has been replaced as we had no problems whatsoever with our Sky broadband. The hub just completely crashes sometimes but BT have told us that if an engineer comes out and the problem is with the hub WE will be charged £129. As BT are unable to fix the problem we have asked for our contract to be cancelled. The problem is they have refused as they say they do not guarantee wi fi, only a wired connection and as the wired connection works they believe we have an adequate service. We strongly disagree. They very clearly advertise the Smart Hub and a wi fi service as a huge selling point and that is what we signed up for. We have checked the terms and conditions repeatedly and can’t see anywhere that says they only guarantee a wired connection.

We feel like we are banging our heads against the wall with this. I’m studying a degree which is mostly online and I can’t rely on the service for doing course work but BT are adamant we are getting the service that they are contractually obliged to deliver. We feel like we have been duped and deceived.
Any thoughts anyone?

teddysmum

Have you tried your equipment on someone else's wifi system,to rule out the possibility that your laptop (for instance) has developed a fault with its wifi reception ?

Changing

Yes, it all works fine. In fact I'm on my laptop on someone else's wifi now. It's not just the laptop that loses it it's everything and you can see the hub go from blue to green and then orange. We then reset it and it works again. Sometimes it has to be reset a couple of times before it will work again.

lee111s

Buy a decent router.

Changing

Is that not what the Smart Hub is supposed to be for?

zaax

read this http://www.moneysupermarket.com/broadband/consumer-rights/ . Get them to send you another hub

Changing

Thank you. Will put the kettle on and go through it all.

JJ_Egan

If you are in contract and go through the various BT tests found via your members help pages they usually send a replacement hub out no problem .However judged by the lights it may not be a hub problem at all .

You can also use your BT members community forum for advice .

jb66

Had same issue too, ended using an older hh5 and all is fine

lee111s

I'd still suggest buying a decent router.

Nilrem

No ISP will ever guarantee a wireless connection.

There are too many variables, even the best router can be affected by the internal construction of a building or interference from other networks.

My suggestion would be to do a wireless survey of the building, find what channels are in use, and if/where there are dead spots in the reception, and to do it using at least two devices (as some devices have much worse wireless performance, or might simply not work well with some other devices).

The tech area of the forum has a few threads on working out wireless problems from memory.