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Constant dropouts

Grayfor — Thu, 21 Jan 2021 08:27:47 GMT

I'm at my wits end! Since moving home in early December my broadband (FTC) has been dropping out - sometimes as frequently as every 10 or so minutes. My child is trying to home school via the web, and she simply can't.

I've had visits from BT engineers, Outreach and been sent a (useless) mini-hub. When I try to track my fault on line, I really don't need to be told "You told us the fault was fixed" I have made a complaint, but have zero confidence that anything is going to change. What do I have to do...?

Re: Constant dropouts

Keith_Beddoe — Thu, 21 Jan 2021 08:34:53 GMT

@Grayfor

Welcome to this user forum.

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

Re: Constant dropouts

Grayfor — Thu, 21 Jan 2021 08:48:39 GMT

Hi, As far as I can tell there's no problems at all with the line - certainly no noise.

The hub just seems to randomly disconnect, cycle through various colours, and re-establish for a while.

I don't know if it's just me, but it seems to do this more when "under load" ie downloading large files or streaming Teams or video content - of course, one would notice it more when actually trying to do something important.

Re: Constant dropouts

Keith_Beddoe — Thu, 21 Jan 2021 08:55:02 GMT

@Grayfor wrote:

Hi, As far as I can tell there's no problems at all with the line - certainly no noise.

The hub just seems to randomly disconnect, cycle through various colours, and re-establish for a while.

I don't know if it's just me, but it seems to do this more when "under load" ie downloading large files or streaming Teams or video content - of course, one would notice it more when actually trying to do something important.

How long did you listen to the quiet line test, as it may take a while to hear if there is any noise on the line?

What does your master phone socket look like?

Re: Constant dropouts

Grayfor — Thu, 21 Jan 2021 09:00:39 GMT

Didn't listen too long tbh.

The master socket looks to be number1

Re: Constant dropouts

Keith_Beddoe — Thu, 21 Jan 2021 09:05:40 GMT

@Grayfor wrote:

Didn't listen too long tbh.

The master socket looks to be number1

If its dropping out frequently, then you may need to listen for longer. A noisy phone line is the most common cause of disconnections.

Its possible there is a bad connection on the master socket, its not unusual.

You need to check at the test socket.

Please can you connect things up as shown below, leave it like that for a couple of hours, and see if you still get the disconnections.

Re: Constant dropouts

Grayfor — Thu, 21 Jan 2021 09:18:08 GMT

I wish I could! The master socket is installed in the meter cupboard, and I can't get the hub anywhere near it.

Re: Constant dropouts

Keith_Beddoe — Thu, 21 Jan 2021 09:35:44 GMT

@Grayfor wrote:
I wish I could! The master socket is installed in the meter cupboard, and I can't get the hub anywhere near it.

So where is the home hub plugged in, as it should normally be in the master socket, so I assume its connected to an extension phone socket?

The problem on the master socket is normally caused by a bad connection between the front bottom section, and the back test socket. Its often just a bit of oxidisation, but it could be corroded if its outside.

What you could try, to see if it helps, is to unscrew the bottom part of the master socket which should then detach itself from the test socket.

You should find some wires connected to the back of that front section, they would be the ones going to your extension socket like this. Make sure they are not loose or corroded.

If you can gently clean the contact strip which plugs into the test socket, with an alcohol wipe to remove any dirt or corrosion, and then replace the front section again and make sure its screwed in tight.

See if doing this, prevents the disconnections.

If, during the quiet line test, you hear crackling or hissing, then that would indicate you have a fault on your phone line.

Re: Constant dropouts

Grayfor — Thu, 21 Jan 2021 09:44:43 GMT

Thanks for the help, I'll have a look at it later.

Re: Constant dropouts

Reddragon2211 — Sat, 23 Jan 2021 20:05:45 GMT

Yeah same here when my contract runs out going with someone better after 6yrs

Re: Constant dropouts

pippincp — Sat, 23 Jan 2021 20:13:34 GMT

@Reddragon2211 You'll only be taking the problem with you. Same line, same problem.