This topic

Over 15 engineers to my address - Broadband still dropping out

captainadamj99 — Fri, 12 Aug 2022 19:42:04 GMT

Posting here out of desperation as I've been stuck in this loop for the past few months.

I have BT Fibre 2, and have been connected for around 2/3 months.

My broadband speeds are perfect, however, multiple times a day (from 1-30) the internet will stop, and the hub will go orange, then around 1-5 minutes later the broadband will reconnect.

As the title says, I've had around 15 engineers, Cube and Openreach, to my address. Every time, they come around and test the line, say that there's no errors, close out their fault. Then after they've left, about an hour later, I disconnect exactly the same way as before.

I'm at my whits end here, I call BT again to tell them the problem is still here, they book another openreach engineer, then the cycle repeats. I can't escalate because BT can't ask that in their ticket to Openreach, so I get the same engineers who come around, say the same things then leave, and the problem still persists.

I can't have reliable video calls for work, if I'm interviewing or in an important meeting, I have to go to mobile hotspot otherwise I risk the connection dropping randomly.

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Fri, 12 Aug 2022 19:48:59 GMT

@captainadamj99

What does your master phone socket look like?

Is there any noise on your phone calls?

Re: Over 15 engineers to my address - Broadband still dropping out

captainadamj99 — Fri, 12 Aug 2022 19:50:46 GMT

Number 7

Not sure if my line is noisy, don't have a physical handset to plug in.

However, the multiple engineers who've visited the property say that the noise on the line was within acceptable limits

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Fri, 12 Aug 2022 20:00:15 GMT

@captainadamj99

That master socket is know to give disconnection issues, very similar to what you are describing.

Please can you connect things up as shown below, leave it like that for a couple of days, and see if you still get the disconnections. You will need to unclip the front filter, and use a microfilter instead.

If you can get hold of a phone to check for noise, then that would also be helpful, as noise will cause disconnections.

NTE 5C Test socket check

Re: Over 15 engineers to my address - Broadband still dropping out

captainadamj99 — Fri, 12 Aug 2022 20:04:40 GMT

Done, will report back if I'm still disconnecting

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Fri, 12 Aug 2022 20:22:46 GMT

The socket is of very poor design, and relies on everything to be perfectly square and the clips to hold things together, otherwise there is very poor contact between the front filter, and the test socket behind. And slight bit of vibration will break the connection, even someone walking past it.

Please update this thread with the results.

As a precaution I have asked a moderator to monitor this thread, just in case more help is needed.

Re: Over 15 engineers to my address - Broadband still dropping out

captainadamj99 — Sat, 13 Aug 2022 10:41:46 GMT

Unfortunately, as of a few minutes ago I've had a disconnect in the same fashion as before.

Internet stopped on my pc + phone, then a few seconds later hub goes purple then orange.

Looks like this hasn't fixed the issue

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Sat, 13 Aug 2022 10:53:00 GMT

That proves that the fault is on the external network and will need a special investigation.

Does the hub disconnect even if you are not using the Internet, as there was an issue a while back, where home hubs would disconnect if a large upload was in progress?

Re: Over 15 engineers to my address - Broadband still dropping out

captainadamj99 — Sat, 13 Aug 2022 11:08:53 GMT

The last openreach engineer that came round went up the poles and up to the cabinet and said that the tests came back fine. I've got another one coming on Monday.

It happens when I'm using and not using the network. I've checked the uptime after waking up on a few occasions and it's only a few hours, so it's disconnecting at night when nothings on.

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Sat, 13 Aug 2022 11:11:43 GMT

Have BT sent you a replacement home hub, in case yours is faulty?

Re: Over 15 engineers to my address - Broadband still dropping out

captainadamj99 — Sat, 13 Aug 2022 11:12:56 GMT

Yep, had the previous version of the hub, now I'm on a hub 2.

I suppose I could always ask for another, just incase I've had 2 faulty ones in a row.

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Sat, 13 Aug 2022 11:30:55 GMT

It does not seem likely.

The home hubs are a bit sensitive to changes in line conditions, as they cannot be locked to a specific line profile. Some people who do not need BT Digital Voice, are using third party modem/routers which seem to stop the disconnects, as they can be locked to the VDSL profile.

If you do not use BT Digital Voice, and are happy to have single band wireless, then there is a cheap alternative costing about £30 which you can get at Argos, (572/8882) to prove whether its the home hub or the line. If it still disconnects, then you can always return it, or keep it as a spare.

Re: Over 15 engineers to my address - Broadband still dropping out

captainadamj99 — Sat, 13 Aug 2022 13:47:53 GMT

I actually got the below a while back to try and set up as a modem only (something the bt hub can't do apparently) and then I'd pass through to my asus router. But I had trouble setting it up.

Would this work the same?

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Sat, 13 Aug 2022 13:47:59 GMT

You need to delete that Amazon link, as its not permitted to link to e-commerce sites on this forum.

That should work on a normal FTTC connection.

Re: Over 15 engineers to my address - Broadband still dropping out

licquorice — Sat, 13 Aug 2022 13:47:42 GMT

First of all you need to delete the link, it breaks forum rules linking to e-commerce sites.

It's not clear from your post if you have tried to use that device or are intending to purchase one.

That device is locked down and not trivial to unlock, however no configuration is required for BT VDSL and is plug and play. If you were intending to purchase a modem, a Huawei HG 612 from eBay is a better proposition

You need to configure the generic PPPoE credentials of username bthomehub@btbroadband.com and password BT on the Asus

Re: Over 15 engineers to my address - Broadband still dropping out

licquorice — Sat, 13 Aug 2022 13:51:10 GMT

@Keith_Beddoe the OP has an FTTC connection not FTTP

Posted pre edit of your post

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Sat, 13 Aug 2022 13:53:06 GMT

That's the trouble trying to follow multiple threads in 30 degree heat, even inside.

Re: Over 15 engineers to my address - Broadband still dropping out

captainadamj99 — Sat, 13 Aug 2022 13:57:48 GMT

Apologies for the link folks, I'll blame it on the heat as well lol.

I wasn't entirely clear, I actually have the HG612 and the ASUS RT-AC86U I remember having trouble setting it up before, which is why I stuck with the BT Smart Hub 2 in the end.

I'll try and set it up again as you've described above, from the sounds of things I'll just be able to leave the HG612 as default, plug the ASUS into the LAN port and enter the BT username and password on the ASUS and I should be good to go?

Re: Over 15 engineers to my address - Broadband still dropping out

licquorice — Sat, 13 Aug 2022 14:04:32 GMT

Yep

Re: Over 15 engineers to my address - Broadband still dropping out

Keith_Beddoe — Sat, 13 Aug 2022 14:06:23 GMT

Provided it works, then you should be able to prove the fault. That modem is likely to be more stable than the home hub.