This topic

Intermittent drop outs

Seanv1982 — Thu, 04 Jun 2020 20:13:42 GMT

Hi, I’ve got bt infinity 2 on a bt hub 6. After 9 weeks of working at home and having zero problems my luck had run out. Every 5-10mins by connection to broadband drops out for around a minute. I’ve contacted bt who deleted a load of stale sessions from my line. This didn’t work. I’ve rebooted everything and checked all the connections. Each time bt check the connection they say it’s fine. Getting an engineer out will take weeks so I was just wondering if anyone else has any ideas. Just doing a hub factory reset right now.

thanks in advance

Re: Intermittent drop outs

imjolly — Thu, 04 Jun 2020 20:21:01 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Intermittent drop outs

Seanv1982 — Thu, 04 Jun 2020 20:44:10 GMT

Evening

tjanks for the reply.

what Info is needed from the log technical log? All of it or just certain parts.

just trying the quiet line test now

Just did the other test on that link but the pictures are too high resolution to post it seems

Re: Intermittent drop outs

pippincp — Thu, 04 Jun 2020 20:47:57 GMT

Nothing from the technical log. Everything from the technical log/information page.

Re: Intermittent drop outs

Seanv1982 — Thu, 04 Jun 2020 20:51:05 GMT

Re: Intermittent drop outs

Seanv1982 — Thu, 04 Jun 2020 20:51:37 GMT

Re: Intermittent drop outs

Seanv1982 — Thu, 04 Jun 2020 20:55:21 GMT

Re: Intermittent drop outs

imjolly — Thu, 04 Jun 2020 21:00:27 GMT

Did you see that you could order FTTP up to 1000mb. Phone 08005874787

Re: Intermittent drop outs

pippincp — Thu, 04 Jun 2020 21:02:07 GMT

Quiet line test?

Re: Intermittent drop outs

Seanv1982 — Thu, 04 Jun 2020 21:06:43 GMT

I did see about the fttp. Was going to take that up. Might get me bumped up the queue for an engineer.

quiet line test will have to wait until the morning I’m afraid. Haven’t had it plugged in for years and it’s up in the loft. Don’t want to risk waking the kids

will update as soon as I can though.

thanks all

Re: Intermittent drop outs

pippincp — Thu, 04 Jun 2020 21:48:39 GMT

@Seanv1982 That's fair enough. As mentioned by @imjolly FTTP is available to you, you don't need to go for the 1000Mb connection as all 4 BT tiers are available via FTTP. You could retain your current package but get full 55Mb speed for the same price.

Re: Intermittent drop outs

Seanv1982 — Sat, 06 Jun 2020 11:09:11 GMT

I found the problem. Called a very helpful bloke I’ve used before the Essex telephone engineer and he narrowed it down to the router. Found someone with a spare smart hub 6. Connected it up and it’s all working perfect now.

also took bt up on the fttp 500mb package l. Gets installed in 4 weeks. Should be interesting when it’s all set

thanks to both of you for your time