This topic

Broadband drops out to router constantly since 23rd December?

djjuk — Wed, 04 Jan 2023 16:21:10 GMT

Hi there - I was wondering if anyone can help with please this as it is hugely frustrating and despite an engineer's visit there is no improvement.

We have BT Fibre 2 80/20 that has been pretty much rock solid for the last few years - on the 23rd of December, I noticed that the router was losing connection to the internet which then increased to dropping/reconnecting every few minutes. Nothing physically had changed in the house/equipment.

This continued into the 24th with sometimes a steady (but DLM?) reduced connection for a couple of hours and then it would start dropping/reconnecting again every few minutes...I raised a query with BT who did a line test and said they had found a problem and an engineer was required. He came on the 27th, checked the line through the master socket, found no faults and reset it. All was okay for a few hours, then the constant drops/reconnects restarted, and it has remained like this. Again, sometimes ok for a few hours and then drops the connection to the router every few minutes.

Looking at the data below, it looks like DLM has reduced my speed to try and contain this, but clearly, something is not right, as the disconnects continue even as the speed gets dropped. I have requested another engineer visit, but I am not confident that this will achieve much more than a line check that passed ok on the 27th?

Any thoughts, please? The router logs below show an example of the disconnect frequency in the last couple of days.

Many thanks for any help!

Re: Broadband drops out to router constantly since 23rd December?

licquorice — Wed, 04 Jan 2023 16:24:45 GMT

Clearly the engineer didn't fix the line fault, report it again.

Re: Broadband drops out to router constantly since 23rd December?

djjuk — Wed, 04 Jan 2023 16:32:36 GMT

Thanks. I have done this as per my post. But whilst I wait for the next engineer's appointment, I had hoped someone might have an insight into what may be causing this or anything I can try to get a (semi) stable connection.

Re: Broadband drops out to router constantly since 23rd December?

licquorice — Wed, 04 Jan 2023 16:37:57 GMT

Ah, missed you had booked another engineer.

If it is a line fault (which I'm fairly certain it is) there is nothing you can do.

If you still have an analogue voice service, dial the quiet line test 17070, it should be totally silent, any crackling is a definite sign of a line fault.

Re: Broadband drops out to router constantly since 23rd December?

djjuk — Wed, 04 Jan 2023 16:43:07 GMT

No worries. No, we don't have an analogue phone anymore. The connection is used only for broadband. When the engineer came on the 27th, he checked the line through the master socket and found no fault hence my wondering if it could be anything else that I could potentially sort.

Re: Broadband drops out to router constantly since 23rd December?

licquorice — Wed, 04 Jan 2023 16:47:44 GMT

If its an intermittent fault, a less than diligent 'engineer' won't always discover the source. If its a corroded connection somewhere, it may not even test as faulty continuously. If you can borrow a phone from somewhere, it might prove useful to carry out the quiet line test.

Re: Broadband drops out to router constantly since 23rd December?

djjuk — Sat, 07 Jan 2023 11:32:23 GMT

Just to close this one off.

I had a second engineer visit yesterday who was far more thorough and immediately found the line fault at the pole connecting my house. Corrosion or damage to the line caused by previous works. They fixed this, and all now seems to be working well.

Glad it's sorted, but frustrating that the first engineer did not pick this up when it seems it should have been pretty obvious when checked properly.

Re: Broadband drops out to router constantly since 23rd December?

licquorice — Sat, 07 Jan 2023 11:35:26 GMT

Seems to all too common, 'engineers' seem to rely on tests that won't necessarily show a fault rather than Mk1 eyeball.

Re: Broadband drops out to router constantly since 23rd December?

DavidM — Sat, 07 Jan 2023 12:37:13 GMT

Thanks for getting back and letting us know it's sorted @djjuk .

We appreciate you taking time to do that.

Cheers

David

Re: Broadband drops out to router constantly since 23rd December?

Keith_Beddoe — Sat, 07 Jan 2023 12:45:47 GMT

@djjuk

You can give feedback on this form.

https://www.openreach.com/thank-an-engineer-form

It is always appreciated.

Re: Broadband drops out to router constantly since 23rd December?

Robbo_0410 — Sat, 07 Jan 2023 19:57:51 GMT

I get the exact same thing with my full fibre connection had 7-8 engineers out and it still hasn't been fixed they just blame it on a faulty ONT or router, I've had the router and ONT both replaced 5-6 times, been ongoing for about 2 month