This topic

Frequent disconnections

Pearly_King — Fri, 22 Oct 2021 10:19:26 GMT

I have a slow ADSL connection, around 4.5mb download on a good day.

I had a line fault in late September and an engineer changed to a different pair of cables from my master socket to the pole outside my property.

Last month my router kept disconnecting and was replaced by another Hub 6. I’m now again experiencing multiple disconnections, approx twice per day but the router takes around 20mins to reconnect. By say they can’t detect a fault on a line test and my router is connect to the new master socket fitted in September. Please help!

Re: Frequent disconnections

imjolly — Fri, 22 Oct 2021 11:14:12 GMT

can you try quiet line test dial 17070 option 2 should be silent and best with corded phone

have you tried using test socket to see if that helps stability

have you turned of smart setup

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-

Re: Frequent disconnections

Pearly_King — Fri, 22 Oct 2021 11:19:24 GMT

Telephone line is clear between announcements.

I'm familiar with he test socket behind the old type face plates that only had one socket on the front. My faceplate as a filter built in. Is there a test socket that will take my router cable behind the faceplate?

Yes I have smart setup disabled. I just get a flashing orange light on the router (Hub6)

Re: Frequent disconnections

imjolly — Fri, 22 Oct 2021 13:16:46 GMT

if it is a new style master socket then front just unclips - no screws - and test socket is visible where you can connect filter and see if that stabilises hub

Re: Frequent disconnections

Pearly_King — Mon, 25 Oct 2021 11:05:23 GMT

Thank you imjolly

On examining the master socket, one side of the faceplate had not been firmly clipped by the last visiting engineer. I followed your suggestion to remove the faceplate and test using the test socket and an ADSL filter.

This seemed to improved stability of my line and on the one occasion the connection dropped out it reestablished connection quickly as opposed to waiting 20-30mins on previous dropouts.

I have now replaced the faceplate and clipped it in place on both sides and my line has been stable for over 48hrs.

Thank you for your help and on this occasion it would appear the fault was due to the faceplate not being correctly located on the master socket. Fingers crossed

Re: Frequent disconnections

imjolly — Mon, 25 Oct 2021 12:07:30 GMT

that's great

it is a common problem with the new style master sockets - even a slight bump can cause a connection problem with faceplate

Re: Frequent disconnections

Keith_Beddoe — Mon, 25 Oct 2021 12:48:58 GMT

@Pearly_King

See https://community.bt.com/t5/Home-phone-including-Digital/2019-Master-Socket-kit-loose/m-p/1985566#M67755