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BT Broadband dropping connection

mstev96 — Thu, 02 Sep 2021 18:46:36 GMT

Hi,

Our broadband is consistently dropping out for 2 mins every day, this can happen once or twice or anywhere up to 10 times a day. We have had engineers out to fix and after replacing the socket and other things the issue still persists and the engineers can no longer find anything when they come over. I have tried factory resetting the hub several times but nothing changes.

I have dialled 17070 and done the quiet line test and there is no noise.

After checking the logs every time the cut out starts it shows the same error message:

"dsl:VDSL Link Down: duration was X seconds"

followed up by ":Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)"

Here is the tech specs if it helps.

I would be very grateful for any help from any mods as I am running out of solutions and the engineers can no longer help.

Thanks,

Michael

Re: BT Broadband dropping connection

NeilO — Sun, 05 Sep 2021 10:25:16 GMT

Hi @mstev96 Welcome to the community and thanks for posting, I'm really sorry to see your connection is dropping and hasn't been resolved by the previous engineer visits.

I'll send you a private message so you can send over your details to the moderation team and we'll be happy to get this looked into.

Thanks

Neil

Re: BT Broadband dropping connection

imjolly — Sun, 05 Sep 2021 10:38:04 GMT

with all the drops in connection you describe I am really surprised the DLM has not taken action but you still have max connection speed 80/20mb