(UK) Internet wont work

[alexjt11]

Hi, my internet works, but I think my hub is broken and I want some 'semi' proffesional help from you good people! (No disrespect intended if you are a pro!)

I have a BT Hub 2:

Hopefully the copy and paste works. My computer works all the time because I use powerline but my family, who is wireless, doesn't always work. Sometimes it just stops working. All the lights say its on but the wireless part just doesnt work. So do I need a new router? And if so should I keep using BT or switch?

Spec	BT Home Hub 1.0/1.5[17]	BT Home Hub 2.0[17]	BT Home Hub 3[17]	BT Home Hub 4[17]	BT Home Hub 5	BT Smart Hub
Modem	ADSL2+	ADSL2+	ADSL2+ (PPPoE is also supported in firmware for VDSL2[18])		VDSL2	ADSL2+ and VDSL2
Wi-Fi	802.11 b/g	802.11 b/g/n	802.11 b/g/n (now with "Smart Wireless", explained above)	2.4 GHz: 802.11n dual-stream 2x2 MIMO. Back compatible with 802.11 b/g. 5 GHz: 802.11n dual-stream 2x2 MIMO. Back compatible with 802.11a.[2]	2.4 GHz: 802.11 b/g/n 5 GHz: 802.11 a/ac/n	2.4 GHz: 802.11 b/g/n 3x3 MIMO 5 GHz: 802.11 a/ac/n 4x4 MIMO
Wireless Security	WEP and WPA-PSK/WPA2-PSK/RADIUS		All previous features but now with WPS (temporarily disabled in firmware updates[9])	2.4 GHz: WPA & WPA2 (default), WPA, WPA2 and WEP 64/40 5 GHz: WPA2[2]	WPA (2.4 GHz only), WPA2, WPS
Ports	2x Ethernet 10/100 Mbit/s sockets 1x USB 1.1 socket 2x RJ11 (broadband in and phone)	4x 10/100 Mbit/s Ethernet sockets (RJ45) 1x USB (for network drives) 1x Broadband in (RJ11) 1x Telephone socket	3x 10/100 Mbit/s Ethernet sockets (RJ45) 1x 10/100/1000 Mbit/s GigE Ethernet socket (RJ45) 1x USB socket (now enabled for use) 1x BT Infinity in (RJ45) 1x ADSL Broadband in (RJ11)		4x 10/100/1000 Mbit/s GigE Ethernet socket (RJ45) 1x USB socket 1x BT Infinity in (RJ45) 1x VDSL Broadband in (RJ11)
Dimensions (w x d x h)	19.5 x 3.9 x 22.5 cm	17.5 x 8.8 x 18.2 cm	18.5 x 4 x 11 cm	23.6 x 3.1 x 11.6 cm[2]
Software	6.2.6.E or 6.2.6.H[19]	8.1.H.U (Type A), 4.7.5.1.83.3.37 (Type B)[19]	4.7.5.1.83.8.94.1.37 (Type A), V100R001C01B036SP05_L_B (Type B)[19]	4.7.5.1.83.8.130.1.26 (Type A), FW:V0.07.01.0910-BT (Type B)[19]	4.7.5.1.83.8.204.1.11 (Type A), V0.07.03.814 (Type B)[19]

[vorticalbox]

BT own your router and therefore responsible not only to fix it but also dispose of it. Phone up, tell them the thing is broken and you're moving to TalkTalk,virgin or anything really if they say they won't replace or try to charge you.

 

I do this sort of thing repeatedly to talktalk I currently have their 38mb fibre for less that the welcome package they offer to new customers.

[porina]

First try some basic troubleshooting, like making sure they're in an area with good signal. Does the problem still happen if they're close to the router?

 

If you still think it is a problem with the router, do you own the equipment or does it belong to BT? If it is still BT's responsibility, report it and let them fix it. If it is your responsibility, easiest way would be to buy a separate wifi access point and connect it to the router. Turn off the built in one and only use the new one. It also means you're not stuck with b/g/n and can get ac too for more possible speed and performance with multiple users.

[TAHIRMIA]

BT still own the router as part of the contract. Give them a call and tell them your wifi doesn't work. They will take you through different departments to try and fix it. Just wait it out, then tell them you want to cancel your contract because of the poor service and then a department will call you back and ask you for your problem tell them you want a new router and then they should post 1 out. You may have to pay shipping fees though.

[alexjt11]

I will call BT  And get back

[Donut417]

4 hours ago, alexjt11 said:

Hi, my internet works, but I think my hub is broken and I want some 'semi' proffesional help from you good people! (No disrespect intended if you are a pro!)

I have a BT Hub 2:

Hopefully the copy and paste works. My computer works all the time because I use powerline but my family, who is wireless, doesn't always work. Sometimes it just stops working. All the lights say its on but the wireless part just doesnt work. So do I need a new router? And if so should I keep using BT or switch?

Spec	BT Home Hub 1.0/1.5[17]	BT Home Hub 2.0[17]	BT Home Hub 3[17]	BT Home Hub 4[17]	BT Home Hub 5	BT Smart Hub
Modem	ADSL2+	ADSL2+	ADSL2+ (PPPoE is also supported in firmware for VDSL2[18])		VDSL2	ADSL2+ and VDSL2
Wi-Fi	802.11 b/g	802.11 b/g/n	802.11 b/g/n (now with "Smart Wireless", explained above)	2.4 GHz: 802.11n dual-stream 2x2 MIMO. Back compatible with 802.11 b/g. 5 GHz: 802.11n dual-stream 2x2 MIMO. Back compatible with 802.11a.[2]	2.4 GHz: 802.11 b/g/n 5 GHz: 802.11 a/ac/n	2.4 GHz: 802.11 b/g/n 3x3 MIMO 5 GHz: 802.11 a/ac/n 4x4 MIMO
Wireless Security	WEP and WPA-PSK/WPA2-PSK/RADIUS		All previous features but now with WPS (temporarily disabled in firmware updates[9])	2.4 GHz: WPA & WPA2 (default), WPA, WPA2 and WEP 64/40 5 GHz: WPA2[2]	WPA (2.4 GHz only), WPA2, WPS
Ports	2x Ethernet 10/100 Mbit/s sockets 1x USB 1.1 socket 2x RJ11 (broadband in and phone)	4x 10/100 Mbit/s Ethernet sockets (RJ45) 1x USB (for network drives) 1x Broadband in (RJ11) 1x Telephone socket	3x 10/100 Mbit/s Ethernet sockets (RJ45) 1x 10/100/1000 Mbit/s GigE Ethernet socket (RJ45) 1x USB socket (now enabled for use) 1x BT Infinity in (RJ45) 1x ADSL Broadband in (RJ11)		4x 10/100/1000 Mbit/s GigE Ethernet socket (RJ45) 1x USB socket 1x BT Infinity in (RJ45) 1x VDSL Broadband in (RJ11)
Dimensions (w x d x h)	19.5 x 3.9 x 22.5 cm	17.5 x 8.8 x 18.2 cm	18.5 x 4 x 11 cm	23.6 x 3.1 x 11.6 cm[2]
Software	6.2.6.E or 6.2.6.H[19]	8.1.H.U (Type A), 4.7.5.1.83.3.37 (Type B)[19]	4.7.5.1.83.8.94.1.37 (Type A), V100R001C01B036SP05_L_B (Type B)[19]	4.7.5.1.83.8.130.1.26 (Type A), FW:V0.07.01.0910-BT (Type B)[19]	4.7.5.1.83.8.204.1.11 (Type A), V0.07.03.814 (Type B)[19]

My guess is the wireless radio is going out. OR there is a bug in the firmware. Either way, if its a rented Unit from your ISP, the ISP is responsible. Give them a call and let them know. Hopefully they will just send a new unit. 

[alexjt11]

BT said I need a new router and agreed to send a new smart hub for free!