BT Broadband connection issues

Ratty705

Hi, this is mt first post to the MSE community. I'm hoping that by reaching out to you someone is having the same issues. 

For the last 12 months I've had connections issues with my BT Broadband. I'm not a big teckie but this is my set up: 

Smart hub 2 that's no more than about 30cm from the master socket. TV & Sky Q box both connected via Etherhet (WiFi is off on both) in the same room & its shows as not connected. Upstairs Sky mini is wired to BT disc (also no internet connection) .  Wifi constanting droping in & out on PCs. Mobile shows a message of "connected but no internet".  In total I would have a max of 15 to 20 total connected devices (including PCs, TVs, SkyQ, sound system, home camera, fire stick & printer etc). 

I've made numerous online chats to BT, several engineer visits & nothing has fixed it. One engineer did advise that they could see that I'd had 28 drop outs one day. They have given me a new hub, 2 new wifi discs to extend signal, replaced master socket & have replace the port in the green box about 1 mile down the road. 

Have done factory resets whichs make it work for a couple of days & then back to square one. I don't shut it down at night either. 

BT raise a complaint each time, but have never offered any money off bill etc. I've beared with it each time when the complaints are open & but then it gets worse & worse as times goes on. 

Surely I should not be doing a reset everyday? 

Any assistance would be greatly appreciated. 

Stars88

"For the last 12 months I've had connections issues with my BT Broadband."

If I had so many problems as you had mentioned in the first 12 months of contract, I would have given notice IN WRITING and moved to another service provider. 

It is not unreasonable for a customer to move even after the initial period when you could exit the contract as the provider had failed on numerous occasions to provide a usable service that you are paying for and they have failed to fix.

And no, it is not reasonable to ask and expect a customer to reset their hub each and every time they want to use internet or when they experience an issue. 

iniltous

Unless an alternative network or Virgin are available, the underlying network is the same if you swap providers .
If you have a replacement router and you have been swapped to a different port in the FTTC ‘cabinet’ , then it could be something at your end .
When you lose connection , what happens to the lights your router , 
https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/what-do-the-lights-on-my-bt-hub-mean-
Assuming it loses sync and has to reconnect , it could be something like REIN, or SHINE , search these terms if unfamiliar, but basically electrical impulse ‘noise’ , can be from sources such as central heating pumps , crappy Chinese lights switching off or  on , unfortunately it isn’t necessarily something within your home , it could be in your neighbourhood , like in this case 

https://edition.cnn.com/2020/09/22/uk/old-tv-breaks-broadband-village-scli-intl-gbr/index.html

If you are confident it’s not that , you will need to start  a process of elimination, by leaving a particular wired device disconnected and observing if the problem disappears.

If you have wireless connectivity issues , while the router stays connected , that’s a different problem.

Access your router stats and post the technical log that covers a period when the broadband has disconnected.

400ixl

Stars88 said:

"For the last 12 months I've had connections issues with my BT Broadband."

If I had so many problems as you had mentioned in the first 12 months of contract, I would have given notice IN WRITING and moved to another service provider. 

It is not unreasonable for a customer to move even after the initial period when you could exit the contract as the provider had failed on numerous occasions to provide a usable service that you are paying for and they have failed to fix.

And no, it is not reasonable to ask and expect a customer to reset their hub each and every time they want to use internet or when they experience an issue. 

On what contractual grounds do you believe that the OP can leave without early redemption fees? Only a continuous loss of service do they have to allow you to leave.

OP, what do the logs on the router say when these disconnects happen? I went through a phase where Apple devices caused the BT Hub's network stack to stop responding and essentially all devices stopped beign able to connect to the internet (but would stay connected to the hub itself (wifi and wired). A reboot of the hub would sort it or after a period the Hub would reboot itself and resolve the issue.

Did some searching and it is not unheard of and nobody seemed to have a resolution. I put a router behind the Hub and used that as just a modem in effect, with everything connected to my new router and wifi network. That resolved the issue and never had a problem like it since.