This topic

Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Wed, 31 Mar 2021 18:15:19 GMT

For about a week I've had the issue of my WiFi dropping frequently on all my devices (a laptop, mobile and smart TV). I noticed it first when my laptop browser kept failing to find the DNS server and trying to adjust that didn't work. Then I experienced my phone also dropping connection and saying WiFi wasn't in range (I live in a very small flat and have had no issues with this or router placement etc. for 7 years). On all three devices my WiFi bars are low and still frequently dropping connection.

I called BT who sent out an engineer who looked both in the property and externally at the box and found no issue. I then had my router replaced twice, once to a spare HH5 I had then to the HH6 BT sent me. Both router swaps seemed to "fix" the issue for half a day or so then it returned.

I rang BT again and they said they could see I was experiencing up to 14 drops a day and sent out another external engineer today. They have also reported no faults on the line and all other testing inside the property comes back fine. After a bit of back and forth with two different people they have agreed to send out another engineer next week but I am not hopeful. I feel like they are just going through a script with me and not appreciating we're going in circles. The first person I spoke to today even said there's nothing they can do seeing as all tests and checks are coming back fine.

To top it off today as well as just dropping connection (my speed was fine when working and the router was not changing colours), my router now does disconnect completely (cycling through the colours) frequently throughout the day. I am not keen to swap providers as BT has given me reliable internet for years, but it feels like because they can't find the issue quickly I'm stuck. Any help/advice would be greatly appreciated!

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

imjolly — Wed, 31 Mar 2021 18:41:31 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

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

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

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: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Wed, 31 Mar 2021 19:03:46 GMT

Hi,

I've tried the quiet line. Unfortunately my phone is cordless but I can't hear more than a faint fuzzy noise.

I'm afraid I haven't tried any filters as have had no issues in the past - would guidance of where to buy these online be possible? I have smart setup turned off.

Stats below:

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Thu, 01 Apr 2021 01:14:10 GMT

Had internet fully disconnect for a couple of hours. These are the event logs I managed to get just before and after. Don't know if it's useful/related (I think the first two screenshots should be the other way around but I can't work out the edit, sorry):

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Fri, 02 Apr 2021 20:12:23 GMT

Problem is persisting, no help from BT. Have noticed when I make a call on the landline the router disconnects (flashes purple) and cycles through colours. Last time I experienced that in 2020 it was a router problem but this time the router has been changed twice and passing all tests. Feeling frustrated and if the third engineer actually shows up and has nothing new to offer tomorrow will sadly be switching services. Did here some clicking noises from two routers when the service cut for a couple of hours.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Fri, 02 Apr 2021 20:32:33 GMT

Just checked my account, and it turns out BT have decided they've fixed my issue?

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

pippincp — Fri, 02 Apr 2021 22:55:41 GMT

There should be no "fuzzy noise" report a noisy line.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Fri, 02 Apr 2021 23:07:47 GMT

Hi,

I've reported such details over several long phone calls and one visit since the 24th but both over the phone and the engineers that investigated say there's no fault at home or at the box, but they do acknowledge I'm having drops. Half the reason I called it faint is they've dismissed me so many times I wondered if I was exaggerating it. But I informed them clearly.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

pippincp — Fri, 02 Apr 2021 23:05:25 GMT

You need a line engineer not a broadband one. The joints between your home and the cab need checking. Report a noisy line not a broadband issue.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Fri, 02 Apr 2021 23:09:39 GMT

I'm guessing the technicians that do not enter the home and work at the box are not line engineers then? Because I had one of those already who reported no faults. Whatever happens tomorrow I can certainly give that a try.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

pippincp — Fri, 02 Apr 2021 23:15:47 GMT

Just complain about the noise on the line, nothing else. You will then get the right engineer.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Tue, 06 Apr 2021 20:44:44 GMT

No luck! Line engineer came out today, and switched my cable with another in the box in the hall, since I'm the only person in the (small) flat block with BT. He said the cables around here are really old and the one he'd swapped me to has "less" errors. He has fixed the noisy line and router cutting when using the landline but nothing else!!

Feel truly hopeless. BT refuse to admit there's any fault in the first place, despite confirming they can see my constant drops in connection. Three broadband engineers find no fault. The line engineer couldn't understand that but even he gave me the same old excuse that anything can mess with WIFI strength... perhaps true but odd this hasn't been an issue for seven years but for the last two weeks has been a constant one they won't fix properly!!

I don't want to swap to Virgin as they are so unreliable. But I'm pretty sure they're the only service with different cables? 😞 No clue what to tell BT depending on what engineer they send! I am disabled and a fulltime carer of someone else who is disabled. My internet connection is a lifeline and this is draining me.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

matekaneve — Wed, 07 Apr 2021 07:03:47 GMT

I had something similar issue back in 2010 in a rented flat, where whenever I used the landline the internet just cut off and the router rebooted. My solution was to change the microfilter to a decent one I got online. I got THIS ADSL NATION MICROFILTER and the problem was immediately gone. I'm not saying that will fix your issue, but it's worth giving it a try.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Wed, 07 Apr 2021 20:22:46 GMT

Hi,

Thanks, but that has been solved, and it wasn't the original problem, which is persisting (although I imagine they are related to the same cables). My WiFi is dropping frequently. The pattern changes a lot - since the line engineer it now dips on all my devices especially on the evenings. It started with up to fourteen drops in one day. The router doesn't usually actually disconnect or change colours (although it has occurred more as the issue persists), but I cannot load anything on my phone and my laptop will say DNS server cannot be found. My WiFi signal now appears only with one or two bars on all three of my devices (laptop, mobile, and TV. I don't usually use all three together and live in a small space). This hasn't happened for seven years prior living here.

The only other thing I've noticed is BT's own WiFi hotspot has also gotten a weaker connection in this timeframe. Could something have happened in the area?

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Tue, 13 Apr 2021 10:19:26 GMT

Update: waiting to be able to book my third line engineer. The second one confirmed, as the first, that it's an issue between the cable box in my apartment building to the box outside, but that it's a large job they have to get permission from the owner of the building to do. Then he left and told BT it was something else that he'd "fixed." 🙄

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

pippincp — Tue, 13 Apr 2021 10:46:35 GMT

Can you post the hub connection stats again? Just the information page.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Wed, 14 Apr 2021 19:00:32 GMT

Yesterday BT said the second line engineer had escalated the case to have the cables in the corridor box replaced today, and that Openreach were just waiting for my landlord to give permission (who also gave me the okay). Of course what actually happened was a third lone line engineer came and said none of that was ever going to happen, and suddenly the cables both prior line engineers had called old and filled with errors are "fine." Problem, of course, is persisting. BT clueless and just talk in circles when I phoned them in confusion.

Re: Wifi Constantly Dropping And Now Disconnecting - BT Can't Find A Fault

starlightrays — Wed, 21 Apr 2021 13:00:28 GMT

After the promise of a cable replacement fell through and the third line engineer suddenly claimed he couldn't find a fault, I've now been booked a "specialist engineer" and if they can't find the problem I've been advised to leave BT.