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Broadband keeps loosing connection

mariaherbert — Sun, 14 Jun 2020 14:54:48 GMT

Our fibre broadband keeps dropping out, about 10 times a day for the past 4 days. Have done a troubleshoot on account and says it cannot fix problem online, and to use online chat or call to sort. Online chat is not available and don't want to call as not an emergency (although I do have 2 children trying to do online school work.).

I've reset the hub and checked all connections. works ok rest of the time and does reset itself but is annoying when doing something online and constantly drops out.

Anyone know what it might be or had similar problems?

Thanks

Re: Broadband keeps loosing connection

imjolly — Sun, 14 Jun 2020 14:58:35 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) and if HH5 then go to troubleshooting then helpdesk and 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: Broadband keeps loosing connection

mariaherbert — Sun, 14 Jun 2020 15:09:13 GMT

Many thanks for your quick response. I logged the fault last night after doing a diagnostic test and just noticed on the “open fault request” action on MyBT that there is a problem at the BT retail server and that BT will be in contact, and fault action is “in progress”. I didn’t want to phone up, as although it’s an inconvenience we are still getting broadband so didn’t want to take up a call from someone vulnerable.

Thank you for your advice.