This topic

Broadband died in Xmas Eve

Ebabdude — Sun, 24 Dec 2023 19:17:00 GMT

How can a BT broadband connection die on Xmas Eve after 6pm and the diagnosis requires an engineer to fix a problem outside the property - but that can’t happen until Jan 2nd 2024 !!!!’

what is supposed to happen in the meantime ?

this is the 3rd instance of this in the last few weeks/months

Re: Broadband died in Xmas Eve

36ULW — Sun, 24 Dec 2023 19:24:46 GMT

What kind of Broadband, ADSL, FTTC or FTTP?

Re: Broadband died in Xmas Eve

imjolly — Sun, 24 Dec 2023 19:30:19 GMT

What did the previous engineers diagnose was the problem previous? Was it same problem all the time or different?

What have you tried to fix the problem - tried using test socket with filter? What colour is hub light?

If you do not have digital voice and have house phone dial 17070 option2 should be silent

Re: Broadband died in Xmas Eve

Ebabdude — Sun, 24 Dec 2023 19:39:34 GMT

I think it is ADSL

Re: Broadband died in Xmas Eve

Ebabdude — Sun, 24 Dec 2023 19:42:21 GMT

Each time was a different issue. 1st time another engineer nudged our cables at the nearby green distribution box while fixing something else - 2nd time was in a man hole on the street - maybe water damage - who knows.

i don’t use a BT hub but rather an apple router - fault service from BT says fault lies outside of our property - phone works fine

Re: Broadband died in Xmas Eve

Keith_Beddoe — Sun, 24 Dec 2023 19:50:01 GMT

If your phone works fine, then its not going to be a line fault. What speed did you get when the broadband was working?

You also need to try the home hub, just in case its a fault with your router. You are more likely to be on FTTC with an Openreach modem, if you are using your own router.

Re: Broadband died in Xmas Eve

jas20001978 — Sun, 24 Dec 2023 19:52:24 GMT

This is very inconvenient I must admit. Not sure if the broadband connection and cables are fully aware that it is the eve of make believe.
Hopefully you could get by with maybe hotspot. BT hybrid is a worthwhile investment for these unforeseen circumstances.

Re: Broadband died in Xmas Eve

Ebabdude — Sun, 24 Dec 2023 20:45:50 GMT

It could be fttc - but that last two faults were elsewhere even though the phone still worked ! Need two cables connected for broadband and only one for a phone line - speed was : paid for 78mBits actual received ~40mBits

Re: Broadband died in Xmas Eve

Keith_Beddoe — Sun, 24 Dec 2023 20:49:27 GMT

It is FTTC, do you have a separate Openreach modem which is plugged into your phone socket, as I was not aware that Apple did a VDSL modem/router combination?

Re: Broadband died in Xmas Eve

imjolly — Sun, 24 Dec 2023 22:12:37 GMT

@Ebabdude

You have it the wrong way round. Your broadband will work with 1 wire connected but slow but your phoneline need both wires connected to work. If your phone is working then both wires 2&5 are connected

Re: Broadband died in Xmas Eve

Ebabdude — Sun, 24 Dec 2023 23:40:09 GMT

Still doesn’t explain why the phone works and the broadband is dead

Re: Broadband died in Xmas Eve

Keith_Beddoe — Mon, 25 Dec 2023 06:48:01 GMT

@Ebabdude

Please reply to question on this post https://community.bt.com/t5/BT-Fibre-broadband/Broadband-died-in-Xmas-Eve/m-p/2336850#M351271

Forum members need to know what broadband equipment you have connected to your phone line, if you want more help.

Re: Broadband died in Xmas Eve

36ULW — Mon, 25 Dec 2023 21:16:54 GMT

Probably a faulty Port in the DSLAM.

Re: Broadband died in Xmas Eve

ney — Mon, 25 Dec 2023 22:31:08 GMT

@Ebabdude I had an intermittent fault with my FTTC a good few years ago. Phoneline worked fine but every few days my FTTC would disconnect for a good 5 mins or so in the evenings.

I was using the BT Home Hub 4 at the time with an Openreach modem.
Toke them over a week to find and fix the fault after I reported it and two more phone calls to BT.

Seems at times phoneline can work mostly ok but broadband can have a fault.
Glad isp companies now longer use the likes of the Openreach modem box for FTTC. For every year or two the white modem box would be 9 times out of 10 the problem for the internet not working,