This topic

Frequent drop outs and compensation claim

MrH20 — Thu, 03 Jun 2021 09:36:37 GMT

Good morning everyone,

I have recently moved home with BT and I have now got my service set up thanks to an incredibly helpful person in the Blackburn call centre.

I had two main questions to post; firstly, my service connection was delayed from May 6th to May 20th. Will I receive compensation automatically and if so, how will I know this is being progressed? I haven't received any contact from BT yet regarding the delayed activation and compensation.

The second point was regarding service dropouts. I have waited for two weeks as advised on activation for the connection and speeds to stabilise. I am currently having a strong connection, however, several times each day, the service disappears entirely for between 2 and 5 minutes with the Hub lighting up orange.

Is there any home rectification that can be done to solve this or is it something that will need looking into by an OpenReach engineer as it is 'gremlins' in the system/wiring?

Thanks for any help provided.

Re: Frequent drop outs and compensation claim

imjolly — Thu, 03 Jun 2021 09:44:19 GMT

do you have FTTP or FTTC? if the latter then check your phone has a dial tone and then dial 17070 option 2 it should be silent with no noise

Re: Frequent drop outs and compensation claim

MrH20 — Thu, 03 Jun 2021 09:56:48 GMT

Thanks for the quick response. I am unsure as to which is present at the property but I have tried the quiet line test and little to no sound is present (possibly a very faint crackle)

Re: Frequent drop outs and compensation claim

imjolly — Thu, 03 Jun 2021 10:54:00 GMT

if you have FTTC you are using the master phone socket and therefore nay noise is a problem - the quiet line test should be silent apart from announcement if you try again with corded phone and still hear noise/crackle then report phone fault NOT broadband to 151

Re: Frequent drop outs and compensation claim

Keith_Beddoe — Thu, 03 Jun 2021 11:08:05 GMT

If you have the new NTE 5C, then that can cause random disconnections due to poor contact between the front and back sections. That may explain the long disconnects.

Re: Frequent drop outs and compensation claim

MrH20 — Thu, 03 Jun 2021 11:18:19 GMT

Hi @Keith_Beddoe

Is there anyway to rectify this issue and is it a known issue across BT's network? It happens at random times throughout the day which can be problematic with meetings when WFH.

Re: Frequent drop outs and compensation claim

Keith_Beddoe — Thu, 03 Jun 2021 11:21:41 GMT

@MrH20 wrote:

Hi @Keith_Beddoe

Is there anyway to rectify this issue and is it a known issue across BT's network? It happens at random times throughout the day which can be problematic with meetings when WFH.

As mentioned https://community.bt.com/t5/Landline/2019-Master-Socket-kit-loose/m-p/1985566#M6775

Its an Openreach socket, and would affect all providers that use it, not just BT Retail.

You need to connect things up as shown below, and see if you still get disconnections. Leave it like that for a few days.

NTE 5C Test socket checkNTE 5C Test socket check

Intermittent Internet Drop Out problems (continuing)

MrH20 — Tue, 03 Aug 2021 21:48:59 GMT

Hi all,

I have moved property approximately 3 months ago and I am still having problems with internet.

Upon moving, BT failed to install my internet on the agreed date and installed it almost 4 weeks late but they kept their word and paid me compensation and provided me with internet via my EE mobile line for this issue.

The purpose of this post is to get to the bottom of why I am having issues with internet constantly dropping in and out with the Hub moving through a cycle of purple and orange lights two or three times a day. The problem is particularly frustrating after the delay with setting up the installation and the fact I am currently working from home.

I have checked the hub in the test socket and had the filter replaced on the front to no avail; I still experience the drop-outs. The drop-outs show no pattern, for example today it was 2:45PM and 4:20PM (twice in 5 mins) but Monday had no drop-outs and Sunday was 8AM and 11PM. Can anyone help offer some advice or guidance on the issue?

If this can't be rectified, I will be requesting to be released from my contract as the quality of the service I am currently receiving is not reflected by the cost of the service.

Thanks in advance for any help

Re: Intermittent Internet Drop Out problems (continuing)

DavidM — Wed, 04 Aug 2021 07:58:25 GMT

Hi @MrH20 ,

I've moved your post so we have all the details on the same thread. Have you reported the line noise you mentioned previously? Random drops and hub lights changing are symptoms of a line issue so it's best to report a noisy line problem to begin with.

Cheers

David

Re: Intermittent Internet Drop Out problems (continuing)

MrH20 — Wed, 04 Aug 2021 10:58:39 GMT

Hi David,

I have checked the line recently when having the issues and there was no apparent line noise present so I am unsure what is causing the issue.

What would you suggest is the best approach to get someone to have a look into the issue as I am at a loss? I have spoken to BT several times during and post installation but it has not given me any resolution.

Would it be best to reach out to get a BT engineer to look into the issue as I have checked all the in property features and have not located the problem?

Re: Intermittent Internet Drop Out problems (continuing)

pippincp — Wed, 04 Aug 2021 11:27:35 GMT

What does "no apparent line noise" mean? The line is either silent or not. If not then you need to report a noisy line on 151.

BTW BT does not have engineers, Openreach do.

Re: Intermittent Internet Drop Out problems (continuing)

licquorice — Wed, 04 Aug 2021 13:26:05 GMT

@pippincp wrote:

BTW BT does not have engineers, Openreach do.

Putting my pedants hat on (along with my asbestos suit), both BT and Openreach have Engineers. However, the 'Engineer' that attends to faults in the field will in in fact be an Openreach technician (but they like to call themselves engineers).

Re: Intermittent Internet Drop Out problems (continuing)

pippincp — Wed, 04 Aug 2021 13:47:24 GMT

@licquoricewrote:
@pippincpwrote:
BTW BT does not have engineers, Openreach do.
Putting my pedants hat on (along with my asbestos suit), both BT and Openreach have Engineers. However, the 'Engineer' that attends to faults in the field will in in fact be an Openreach technician (but they like to call themselves engineers).

🤣🤣🤣

Re: Intermittent Internet Drop Out problems (continuing)

MrH20 — Wed, 04 Aug 2021 14:04:52 GMT

The line has a very faint crackle on the line during the quiet line test.

Based on that as you have said; I should call 151 to report a noisy line and a BT/Openreach employee will attend to look into the issue?

Re: Intermittent Internet Drop Out problems (continuing)

DavidM — Wed, 04 Aug 2021 14:14:44 GMT

That's correct @MrH20 .

Report this as a noisy line. Once that's sorted the broadband will sort itself out.

Cheers

David

Re: Intermittent Internet Drop Out problems (continuing)

imjolly — Wed, 04 Aug 2021 14:14:57 GMT

yes if faint crackle then report phone fault to 151 and get openreach engineer

Re: Intermittent Internet Drop Out problems (continuing)

MrH20 — Wed, 04 Aug 2021 16:48:40 GMT

Thanks everyone for the help, I did the line test via 151 earlier and BT have identified an issue on the line and are sending someone out tomorrow to rectify.

Thanks for the help and will update on the resolution

Re: Intermittent Internet Drop Out problems (continuing)

MrH20 — Sun, 08 Aug 2021 19:44:28 GMT

Hi all,

I have given it a few days to check the issue has all been resolved but it appears that I now have a solid internet connection with no drop out issues.

The Openreach engineer/technician turned up on Thursday morning to check and could see the pattern of drop out occurring was random. The hub and internal socket were working fine, the issue was that one of the legs on the incoming cable from the street cabinet had come loose due to a corroded screw.

The electricity meter had recently been replaced due to a supplier change and is close to where the BT cable comes into the property so the Openreach person reckons it was probably a case of the screw failing and the box possibly being knocked during meter install that contributed to the issue.

Thanks for all the help.

Re: Intermittent Internet Drop Out problems (continuing)

pippincp — Sun, 08 Aug 2021 20:21:43 GMT

Happy to hear your issue is resolved.