This topic

Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 19:34:20 GMT

Hi Guys,

New to the forums and about to lose my mind!
Never ever had an issue with BT.

Last two weeks I have had constant drops in connection. Hub will go pink then orange and then reconnect. Kicking me out of everything that I’m doing.

Massive issue when on video calls for work at home!!!

Engineer sent out.. all fine.. line good no worries.

He left and it continued..

Phoned BT - assured me that it was absolutely the router needing to be replaced. But I couldn’t have it as I was out of contract so I’d have to pay. I’m thinking I should trust the last one the phone renews contract gets Hub2 sent out.

Made no difference.. as I type this it has gone orange 8 times in 10 minutes!

It’s unusable.. and now I’m stuck in a two year contract. Absolute stitch up!

Any help would be appreciated!!

Re: Orange light every 10 mins!!!

samtheaspie — Thu, 29 Jul 2021 19:42:55 GMT

Hiya,

For the mods to help, Can you post your line stats by going to 192.168.1.254 and then clicking on advanced options, technical log. Paste what you see and someone should help you.

Did you change absolutely everything from filters and cables to the hub? Something not quite right.

Re: Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 19:44:20 GMT

Appreciate the message and yes mate.. the engineer if stuck me a new socket on! Ill do what you suggested now!

Re: Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 19:57:30 GMT

Hope that’s readable!

Re: Orange light every 10 mins!!!

imjolly — Thu, 29 Jul 2021 20:04:41 GMT

When I zoom in it is blurred and not readable can you use the camera function to upload the stats

Any line noise dial 17070 option 2 should be silent and best with corded phone

Re: Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 20:11:16 GMT

My bad!

This is the latest log for past hour roughly..

hope that helps. . noticed there’s a few bits on there that says DOWN at end of it.. dunno if that is good or bad haha!

Re: Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 20:13:28 GMT

Infact there’s a few failed/downs on there that I reckon may give you legends some idea of the issue!

Re: Orange light every 10 mins!!!

licquorice — Thu, 29 Jul 2021 20:15:12 GMT

You have an intermittent line fault that the engineer failed to diagnose, you need another engineer visit.

Re: Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 20:16:45 GMT

How come you can diagnose that within one picture but he couldn’t work that out in 30 mins while being in my house!

I appreciate the help.. but also getting a bloody engineer out is a challenge in itself!!

Re: Orange light every 10 mins!!!

licquorice — Thu, 29 Jul 2021 20:19:15 GMT

I haven't worked it out, but from your first post it has all the hallmarks of an intermittent disconnection and the log shows confirms the disconnections. Have you tried a quiet line test 17070?

Re: Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 20:21:02 GMT

We don’t use a landline annoyingly so I can’t check as I don’t have a phone!

Is there a way I can get an engineer through here?

But im assuming unlike some others Iv seen that the log definitely suggests something! Rather than a mystery!

Re: Orange light every 10 mins!!!

licquorice — Thu, 29 Jul 2021 20:28:16 GMT

It might be worth either buying a cheap £10 phone or borrowing one. If the line is noisy, as it probably will be, you can report the fault as a noisy phone line.

Otherwise, just tell customer services the engineer didn't clear the fault.

Re: Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 20:29:00 GMT

Which is all well and good but Iv just been suckered into another 2 year contract .. I feel a bit inclined to say to BT to come fix it rather than me spend more money go identify their faults!

Re: Orange light every 10 mins!!!

licquorice — Thu, 29 Jul 2021 20:30:09 GMT

Your choice. This is just a customer to customer self help forum offering advice.

Re: Orange light every 10 mins!!!

Wealey88 — Thu, 29 Jul 2021 20:31:19 GMT

No I know.. and I appreciate it.. but I’m sure you see my point!

I massively appreciate the help

Re: Orange light every 10 mins!!!

DavidM — Fri, 30 Jul 2021 08:08:44 GMT

Hi @Wealey88 and welcome to our community.

I'm sorry you're having a few connection problems. I'd have to agree with @licquorice . The information you've posted points to an intermittent line fault. Your best beet would be to try the quiet line test. If you hear any noise (hissing or crackling) then report it to 151. Once the line is sorted your broadband connection will sort itself out.

Cheers

David

Re: Orange light every 10 mins!!!

Wealey88 — Fri, 30 Jul 2021 08:16:08 GMT

Thanks for the message!

Should this of shown when they did the line test their end? Everyone kept telling me my line was fine?

Just to clarify to do this test I need a cheap phone and just plug in?

Re: Orange light every 10 mins!!!

licquorice — Fri, 30 Jul 2021 08:43:29 GMT

Yes, just borrow one from a neighbour if you don't want to buy one.

Intermittent disconnections are very difficult to test and locate by their very nature.

Re: Orange light every 10 mins!!!

Wealey88 — Fri, 30 Jul 2021 08:45:40 GMT

Just bought one.. I’m concerned this maybe one of those issues you read about on the forums that takes months to sort and no one can work out why.

Made even more frustrating that I should of just left but was convinced it was a simple issue and to renew contract!

Mug!

Re: Orange light every 10 mins!!!

licquorice — Fri, 30 Jul 2021 08:48:38 GMT

You would still have the same line and the same problem whichever provider you go with.