This topic

BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Thu, 24 Sep 2020 10:54:06 GMT

BT Fibre 1 Hub 6 Paying for 80 / 20 service

Fault - Disconnecting every half an hour on average.

Speed has consistently dropped over 7 days until it's now less than half speed.

The disconnections are less frequent at the slower speed but still occurring.

Date raised Sep 17, 2020
Product Broadband
Reference VOL053-0338894327458

Phone line is ok, Quiet line test is fine. Phone ringing does not trip the broadband.

16th September - Hub began disconnecting randomly from the internet - reconnecting again a short while later. ( no reason, weather was ok, no visible damage, no change to my house wiring ).

17th September - disconnections continued - averaging once every half hour. Fault reported to BT
Fault on their network acknowledged and fault report generated.
18th September - disconnections continued - internet speed dropping from 80 20 to 60 14 and lower.
19th September - Fault reported fixed by BT. Hub continued disconnecting during the afternoon and evening.
Texted FAULT to 61998 , testing showed a fault on BT network and engineers assigned.
( same fault ? why not run the diagnostic after the engineers visit to check the work ? )

Fault being recorded as Slow broadband speed - but the issue is the constant disconnections.

20th September - 21st September , Broadband now down to half speed.
Between 21st and 22nd ( overnight ) went 10 hours without disconnecting. Fault reported fixed on fault tracker.
22nd September 11:00am Starts disconnecting again.
24th September - can sometimes go several hours without disconnecting , but has dropped me down to less than half speed.

I reported the initial fault through the Hub diagnostics troubleshooter - it automatically tested and found a fault on the network.

Since then I have reported the fault using 61998 3 times and each time it has said it has found a fault on the network and assigned an engineer. The estimated fix date comes and goes, the problem continues and when I report it again they find the same fault again. No one seems to be actually fixing it.

The BT service status seems to thing everything is fine in my area, but finds a network fault outside my house every time I ask them to test.

At what point can I get some money back for lack of service ?

And more importantly, how can I actually get the problem fixed ?

Thank you

This is a list of your BT Smart Hub settings and current statistics.

22nd Sep 2020
Product name: BT Hub 6A
Serial number: +084316+NQ71401406
Firmware version: SG4B1000E020
Firmware updated: 02-Apr-2020
Board version: 1.0
Gui version: 1.115.0
DSL uptime: 0 Days, 0 Hours 32 Minutes 43 Seconds
Data rate: 8.50 Mbps / 44.00 Mbps
Maximum data rate: 27585 / 106608
Noise margin: 19.7 dB / 22.8 dB
Line attenuation: 11.6 dB
Signal attenuation: 7.1 dB / 11.6 dB
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path

24th Sep 2020
Product name: BT Hub 6A
Serial number: +084316+NQ71401406
Firmware version: SG4B1000E020
Firmware updated: 02-Apr-2020
Board version:1.0
Gui version: 1.115.0
DSL uptime: 0 Days, 0 Hours 13 Minutes 6 Seconds
Data rate: 7.20 Mbps / 35.00 Mbps
Maximum data rate: 22962 / 76125
Noise margin: 16.5 dB / 16.4 dB
Line attenuation: 20.7 dB
Signal attenuation: 16.3 dB / 20.7 dB
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

imjolly — Thu, 24 Sep 2020 11:04:14 GMT

which master socket do you have

have you tried connecting to test socket with a filter to see if by eliminating your internal wiring and master faceplate you can get a stable connection?

If you have type 7 have you checked the faceplate is clipped back tightly as there have been posts where this has caused connection problems

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Thu, 24 Sep 2020 11:58:19 GMT

I have the socket that looks like number 6 in your picture.
Over and under connection. It says OPENREACH MK3.
I've removed the socket and plugged a filter into the test socket and plugged the broadband into that.
It has already disconnected twice in 20 minutes.

Regards

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

imjolly — Thu, 24 Sep 2020 12:01:25 GMT

have you checked that all your extension sockets are 'dead' when you connect to test socket ( if you have socket 6 you need to remove the middle section to get to test socket)

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Thu, 24 Sep 2020 12:20:29 GMT

I took the whole face plate off the socket and there are no other sockets behind the one I've plugged into.

If I unscrew the socket I'm plugged into now, it's just wires.

There is an engineer appointment now booked for Monday but I don't know why I keep having to report the fault when they detect a problem with their network each time I report it and I get no useful updates on the fault tracker.

I'll leave it plugged in like this for a few hours and see if I notice a difference.

Regards

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

imjolly — Thu, 24 Sep 2020 12:25:22 GMT

you have removed the front and middle section at same time and left the main section shown by black arrow

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Thu, 24 Sep 2020 12:43:05 GMT

The 2 parts shown on the lower photo screw together and then that screws into the bit stuck on the wall.

The black arrow on the left plate plugs into the 'test socket' shown in the top picture.

The black arrow on the right plate plugs into the left plate and feeds the phone and broadband socket. ( Red arrow )

The filter is all built in.

your picture shows an extra separate part that this socket doesn't have.

My phone and Broadband plug directly into the socket as shown and it doesn't come apart any further.

To eliminate all that I assume the separate filter needs to be plugged directly into the wall socket in the top picture. ?

Or do you want me to screw the left plate back on to the wall and plug into that ?

Regards

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

imjolly — Thu, 24 Sep 2020 12:48:27 GMT

no what you have done is fine

your photo with just black arrow is same as mine with red arrow the middle section shown by your red/black arrow is same as my yellow arrow

the test socket is shown by my black arrow - your black arrows do not show the test socket

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Thu, 24 Sep 2020 17:34:50 GMT

Still disconnecting in the test socket unfortunately so I guess I'l have to wait until the fault tracker updates on Monday.

They make it sound like an engineer will be coming to the house this time despite the diagnostic saying the fault is outside my house and the engineer shouldn't need to enter.

It's a shame there isn't a bit on the fault tracker where I can enter my comments about what the fault is rather than just the automatic ' slow broadband speed ' message.

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

imjolly — Thu, 24 Sep 2020 18:21:34 GMT

if still dropping connection while connected to test socket does appear you need engineer visit. If you are not sure if engineer booked you need to phone 150 or 0800800150 from mobile

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Sat, 26 Sep 2020 07:28:31 GMT

Has BT Fibre 1 dropped in speed ?

The package I was paying for initially was something Infinity 80mbs download, 20 upload.

That speed is what my hub was reading until the evening of 16th Sep.

Now my hub is reading 30mbs download and 6 upload. and the Broadband says Fibre 1.

I look on BTs website and the speed they give for Fibre 1 is about 40mbs. Not 80.

Have BT just changed my broadband speed overnight without telling me ? So I'm reporting a problem because I should be getting 80 download but the package they have switched me to doesn't support that ?

I've had no email saying this change in speed would happen.

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Sat, 26 Sep 2020 07:38:02 GMT

Now I check my package again and see

FIBRE 1 Your download speed range 69Mb - 73Mb

Upload speed range 17Mb - 18Mb

Your Stay Fast Guarantee 65Mb

so I do't know what the hell is going on anymore.

Maybe I was checking offers based on my current line speed.

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

imjolly — Sat, 26 Sep 2020 08:05:32 GMT

post hub stats advanced settings then technical log information

also enter phone number and post results remember delete number but leave exchange and cab

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Sat, 26 Sep 2020 08:19:55 GMT

Technical log 26th Sep

Product name: BT Hub 6A
Serial number: +084316+NQ71401406
Firmware version: SG4B1000E020
Firmware updated: 02-Apr-2020
Board version: 1.0
Gui version: 1.115.0
DSL uptime: 0 Days, 6 Hours 4 Minutes 9 Seconds
Data rate: 6.00 Mbps / 30.00 Mbps
Maximum data rate: 23462 / 70941
Noise margin: 19.7 dB / 17 dB
Line attenuation: 18.9 dB
Signal attenuation: 14.2 dB / 18.9 dB
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

imjolly — Sat, 26 Sep 2020 08:57:49 GMT

you certainly need an engineer visit as you attenuation is jumping about all over the place probably due to whatever is causing the constant resets. as you have checked the line is ok and there is no noise on quiet line test then I can't se what more you can do - so engineer visit

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Sat, 26 Sep 2020 09:08:34 GMT

Ok, thank you

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Sun, 11 Oct 2020 12:32:33 GMT

This fault still hasn't been fixed.

An engineer came to the house and checked everything , changed my socket , we got a new Hub, checked my wiring... ruled everything out.

Still dropping connection and speed is still dropping.

When it was raining it was disconnecting every few minutes.

I phoned BT to tell them I wanted an engineer to check the wires outside because they weren't finding the problem and he agreed and supposedly set up an engineer and put the information in the notes. Then the next morning the fault report was closed - despite being ongoing - and I never saw another engineer or communication.

I've raised a complaint with BT and now I just have another generic engineer appointment.

I don't think BT have even really looked at the complaint notes.

Is there anyone here with some inside connections that can push the engineers in the right direction because I'm not wasting another morning by having my internal wiring checked all over again simply because BT closed the old fault report and didn't pass on any notes ?

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

PaddyB — Sun, 11 Oct 2020 15:48:19 GMT

Hi @Falthin,

Thank you for posting. I'm sorry you're service hasn't been repaired. If you send me your details, I'll be able to give you a hand in getting the service repaired.

I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

Falthin — Wed, 14 Oct 2020 07:15:09 GMT

Another day, another engineer appointment no show.

VOL053-************* engineer booked for today 8am - 1pm

8:03 Engineer visit complete - no visit, no communication, no line speed re-set, no change.

my broadband is 22.4 mbps and it last disconnected 31 minutes ago.

They don't even re-set it to the correct speed of 80mbps.

Why are BT and Openreach like this ?

What do you have to do to get a problem with their network fixed ?

@PaddyB I did reply to your PM.

Re: BT Fibre 1 Hub 6 Repeated disconnections - going on for 7 days now

pippincp — Wed, 14 Oct 2020 08:32:40 GMT

Frustrating as itis just wait for one of the mods to get back to you. It is taking longer than usual as they ae very busy but they will get everything sorted out for you.

They deal with all cases in strict order of receipt.