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Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Jiffy2 — Sun, 11 Oct 2020 20:24:30 GMT

Help, what might be wrong that the bt broadband has suddenly started to disconnect. Its frequent, about,60 times a day. So much now that we don't have broadband.

Speed also dire. Engineer been out said it's fixed and within an hour it goes off again. Yet another week without broadband as a new fault raised. Eventually connected orma few minutes today sunday at 9pm , who wants to work then!!!

Any suggestions as to what might be wrong or pointers to ask the engineer .

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Keith_Beddoe — Sun, 11 Oct 2020 20:51:02 GMT

@Jiffy2

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

I assume that the lights on the home hub change colour when you get disconnected?

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Jiffy2 — Mon, 12 Oct 2020 10:35:10 GMT

Hi, thanks for messaging. There is loads of crackling kn the line.

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Jiffy2 — Mon, 12 Oct 2020 10:37:29 GMT

Hi, thanks for messaging. There is loads if crackling on the line.

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

imjolly — Mon, 12 Oct 2020 10:38:33 GMT

I would check using the test socket that the noise is still there to eliminate any internal problems and avoid being charged if noise still present at test socket then phone 151 and report phone fault not broadband

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Keith_Beddoe — Mon, 12 Oct 2020 11:19:08 GMT

@Jiffy2 wrote:
Hi, thanks for messaging. There is loads if crackling on the line.

Then that will be the cause of the disconnections, you most likely have a line fault, but check at the test socket first, as @imjolly has recommended.

Faults reported as phone faults, get sorted quicker, as the phone line is considered important, as you might need it in an emergency.

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Jiffy2 — Mon, 12 Oct 2020 12:00:10 GMT

Hi, there is no test socket/adsl. It now has a separate box with 2 ports one for broadband and the other for telephone. Cant see a test socket

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

imjolly — Mon, 12 Oct 2020 12:05:51 GMT

which hub do you have as there is a test socket

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Jiffy2 — Mon, 12 Oct 2020 12:08:59 GMT

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

imjolly — Mon, 12 Oct 2020 12:20:55 GMT

just unclip the faceplate and test socket is visible (there are no screws)

make sure when you put it back that it clips on securely

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

Jiffy2 — Mon, 12 Oct 2020 12:22:31 GMT

Yeah,tested test socket and cracking still there

Re: Btfibre1 broadband smarthub6 keeps disconnecting. Had no service for a week.

imjolly — Mon, 12 Oct 2020 12:27:13 GMT

then report phone fault