This topic

Broadband dropouts and disconnects

r-mitchell — Wed, 03 Feb 2021 16:50:59 GMT

I am a BT Infinity customer and my broadband connection has become increasingly unreliable, with dropouts and disconnects now a daily occurrence. Sometimes these are quite short, but at other times I have to restart the router , or my Sky Q box (for on demand/catch up/ downloads a consistent broadband connection is vital) or both. My router is plugged directly into the host mains socket. I live in a small flat so signal strength ought not to an issue. I've checked just now and no problems are reported in my area (Nottingham NG3). I am becoming increasingly distressed by this poor level of service, to the extent I am seriously considering changing to another supplier.

Re: Broadband dropouts and disconnects

Keith_Beddoe — Wed, 03 Feb 2021 16:52:20 GMT

@r-mitchell

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

Re: Broadband dropouts and disconnects

imjolly — Wed, 03 Feb 2021 16:55:56 GMT

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

have you turned of smart setup

Turn Off smart setup

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Broadband dropouts and disconnects

r-mitchell — Wed, 03 Feb 2021 17:02:55 GMT

No noise on quiet test. Have just had to restart router for the second time today!

Re: Broadband dropouts and disconnects

Keith_Beddoe — Wed, 03 Feb 2021 17:17:02 GMT

@r-mitchell wrote:

No noise on quiet test. Have just had to restart router for the second time today!

Try a factory reset of the home hub, as its possible that it has run out of internal connections.

http://bt.custhelp.com/app/answers/detail/a_id/11386/%7E/how-do-i-reset-my-bt-hub-to-its-factory-settings%3F

Then turn off smart setup.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...