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Re: BT HUB keeps disconnecting

mjglory — Thu, 29 Oct 2020 21:29:31 GMT

Hi all.

I have just moved house and since being in the new place my connection is doing exactly this too. More and more frequently the connection dies and the router flashes orange before going back to blue again.

It's happening about twice an hour now. Absolutely infuriating when I'm trying to work at home.

Help me!

My phone socket is number 1 in that list.

Re: BT HUB keeps disconnecting

pippincp — Thu, 29 Oct 2020 21:37:59 GMT

@mjglory Remove the lower part of the faceplate and connect to the test socket behind with a filter. If you still have noise on the line report a noisy line fault on 151.

Re: BT HUB keeps disconnecting

mjglory — Thu, 29 Oct 2020 21:45:32 GMT

Thank you I will try that.

If it is a noisy line how easy and quickly do BT usually sort it out?

Re: BT HUB keeps disconnecting

pippincp — Fri, 30 Oct 2020 00:18:55 GMT

Normally easy and quick as it only needs a line engineer not a broadband one and Openreach have more line engineers.

Re: BT HUB keeps disconnecting

mjglory — Fri, 30 Oct 2020 14:16:49 GMT

Hi again,

This might seem a stupid question but what would the noisy line sound like? I'm doing the quiet line test and in between announcements there is just a kind of low hum. Is this normal or would this class as noise?

Re: BT HUB keeps disconnecting

pippincp — Fri, 30 Oct 2020 14:46:08 GMT

A low hum is normal with a cordless phone.

Re: BT HUB keeps disconnecting

mjglory — Fri, 30 Oct 2020 15:01:40 GMT

Oh this isn't a cordless. This is a 7 quid argos cheap plastic binatone phone. Purchased especially for this reason!

Re: BT HUB keeps disconnecting

Keith_Beddoe — Fri, 30 Oct 2020 15:08:41 GMT

Hum on the line indicated a possible earth connection or unbalanced line.

What does the BT Line test result show?

Re: BT HUB keeps disconnecting

mjglory — Fri, 30 Oct 2020 15:33:40 GMT

How do I do that? Sorry for my ignorance.

Re: BT HUB keeps disconnecting

Keith_Beddoe — Fri, 30 Oct 2020 16:29:31 GMT

@mjglory wrote:

How do I do that? Sorry for my ignorance.

Follow the landline troubleshooter.

https://www.bt.com/help/report-and-track-your-bt-problem

It will take you to the line test option.

Re: BT HUB keeps disconnecting

mjglory — Fri, 30 Oct 2020 17:10:34 GMT

Hmm their test was done and said all was fine with my line. If my contract wasn't until 2021 I'd leave and just get virgin. Sadly it would cost a fortune to get out of the contract with bt.

Re: BT HUB keeps disconnecting

mjglory — Sun, 01 Nov 2020 19:44:36 GMT

This is driving me mental! Whyyyy is this happening??😢

Re: BT HUB keeps disconnecting

imjolly — Sun, 01 Nov 2020 19:57:24 GMT

Have you tried connecting to the test socket with a new filter and connect hub to filter and see if that helps stability

Do you have any extension sockets in your HOME? if so check there is no dial tone when you are connected to test socket you will need to use a filter otherwise hub will disconnect if you try to dial

Re: BT HUB keeps disconnecting

mjglory — Tue, 03 Nov 2020 11:00:56 GMT

It is still happening but weirdly this morning someone rang the landline and this seemed to cause the broadband to drop out a few times afterwards. Could that happen?

I have finally managed to attach the filter to the test socket so I'll see how that goes. I seem to have lost 10MBps on the speed by doing so though?

Re: BT HUB keeps disconnecting

imjolly — Tue, 03 Nov 2020 11:08:29 GMT

it's more likely all the drops in connection have caused the drop in speed not the actual change to filter in test socket. now to see if the change has stabilised your line

Re: BT HUB keeps disconnecting

mjglory — Thu, 05 Nov 2020 11:51:28 GMT

Good morning.

So... Since connecting to the test socket I haven't noticed any drop outs. The speed has dropped but no disconnections.

What does this mean? Do I just need a new socket and is this an easy fix?

Thanks again.

Re: BT HUB keeps disconnecting

imjolly — Thu, 05 Nov 2020 11:59:43 GMT

if moving to test socket has helped stabilise your connection then your have a problem with the faceplate or your internal wiring or maybe even both

which master do you have

Re: BT HUB keeps disconnecting

mjglory — Thu, 05 Nov 2020 13:15:17 GMT

It looks like I have the first one. Number 1.

Re: BT HUB keeps disconnecting

imjolly — Thu, 05 Nov 2020 13:21:56 GMT

so you are using a filter in the socket. do you have extension sockets elsewhere in your home? if any are in use are you using filters? you can replace the master socket yourself and cost probably £10 or less

Re: BT HUB keeps disconnecting

mjglory — Thu, 05 Nov 2020 13:26:00 GMT

There are no extension sockets that I can find. The previous occupant was with virgin so there are only virgin sockets upstairs.

There are certainly no bt sockets in use elsewhere in the house.