This topic

Connection dropping

Maranello — Mon, 19 Sep 2022 21:32:07 GMT

Recently I seem to be experiencing what appears to be intermittent dropping of my connection. I have noticed an orange light on the Smart Hub 2, and my power line adaptor often also loses the signal. The main symptom which prompts me to check is when IPlayer freezes.

Is there any way of monitoring how often this happens, i.e. are there connection logs stored in the hub?

If not, can I get a report from BT?

Re: Connection dropping

imjolly — Tue, 20 Sep 2022 10:31:19 GMT

go to hub manager then advanced settings then technical log then events then search for WAN and that should show drops/reconnections of internet

Re: Connection dropping

Maranello — Wed, 21 Sep 2022 08:21:29 GMT

Thanks @imjolly

Checking the logs shows that the connection has dropped 8 times in the past 7 days. This seems rather a lot, I used to go for months without losing sync.

What would you advise my next step to be?

Re: Connection dropping

imjolly — Wed, 21 Sep 2022 09:07:43 GMT

I would check you line for noise by dialing 17070 option 2 the line should be silent and best with corded phone - does not work if on digital voice

any noise report phone fault to 151 or 0800800151 from mobile

Re: Connection dropping

Maranello — Wed, 21 Sep 2022 11:15:12 GMT

I have Digital Voice, is there any other way to check for a fault, or should I assume that the frequency of disconnection is sufficient to suggest a fault when I ring the helpline?

Re: Connection dropping

imjolly — Wed, 21 Sep 2022 11:17:44 GMT

if it happens daily does it happen about the same time suggesting a problem with something in your home.

you cannot check phone line with digital voice - I am assuming you have FTTC not FTTP

Re: Connection dropping

Maranello — Sat, 24 Sep 2022 15:42:15 GMT

@imjolly

It has happened 1 -2 times a day for 8 days in a row. I contacted support on the 21st, their records confirm this and have arranged for an engineer to check the connection from my master socket back to the exchange.

Ever since I reported the problem, the connection hasn't dropped. I'm going to wait a few more days and if it remains stable I'll probably cancel the appointment rather than risk a 'no fault found' charge.

To confirm, I have FTTC.

Re: Connection dropping

gg30340 — Sat, 24 Sep 2022 16:07:59 GMT

For your information, there is no such thing as a no fault found charge.

You would only be charged if it was a piece of your own equipment that you had fitted that was the cause of the problem or it was something to do with internal wiring.