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Broadband keeps dropping - BT says no fault

Rotarua674 — Wed, 25 Dec 2024 11:37:04 GMT

Have fibre to cabinet and broadband has been stable for years. For last 6 weeks we get broadband dropping completely at the router (blue light changes to flashing orange). Outage lasts between 3 and 7 minutes before returning. Of course this knocks all devices and services off and need to be brought back onto the WiFi. Broadband speed needs to build back up after each outage. BT line checks say no fault on the line. The BT wait time for a call to be answered mean it’s impossible to speak to BT and get line tested during the outage. Happens differently times of day with no pattern. Only thing I can think of is there are 100+ houses being built nearby with the road dug up repeatedly next to the site and a few hundred meters from house. Outside of these outages - one every few days - broadband is stable.

Any suggestions or ideas gratefully received. Thanks.

Re: Broadband keeps dropping - BT says no fault

imjolly — Wed, 25 Dec 2024 12:07:05 GMT

if you have a home phone and not digital voice have you tried checking your line for any noise which could cause drop in connection

could there be any electrical interference near hub say from christmas tree lights

Re: Broadband keeps dropping - BT says no fault

Rotarua674 — Thu, 26 Dec 2024 08:15:40 GMT

Hi and thanks for replying. We only have BT broadband and not a landline or Digital Voice. Also there are no Christmas tree lights at all in the house. As far as possible interference - nothing has changed in the house since this started and the broadband was very stable before. It’s just gone off overnight again because devices show as being interrupted.
Does anyone know a way to monitor these outages via an app for example so that I can present BT with chapter and verse?

I am sceptical about BT’s checks because a number of years ago we had massive outages of hours a day with BT reporting no fault. It took months to get BT to monitor the line and they found what their consultant described as “massive data drops”.

Thanks again for replying.

Re: Broadband keeps dropping - BT says no fault

licquorice — Thu, 26 Dec 2024 08:19:58 GMT

192.168.1.254

Advanced settings> technical log > event log

Re: Broadband keeps dropping - BT says no fault

anandass — Thu, 26 Dec 2024 08:33:14 GMT

if you are using Windows 7/10/11 pc

Re: Broadband keeps dropping - BT says no fault

licquorice — Thu, 26 Dec 2024 08:34:12 GMT

Re: Broadband keeps dropping - BT says no fault

anandass — Thu, 26 Dec 2024 08:38:42 GMT

from your PC , have you tired, from CMD > ping 158.43.240.4 -t , then leave it running on background, if you see any changes then - you will know if the issue is towards Exhange or local to your home .
C:\Users>ping 158.43.240.4 -t

Pinging 158.43.240.4 with 32 bytes of data:
Reply from 158.43.240.4: bytes=32 time=19ms TTL=56
Reply from 158.43.240.4: bytes=32 time=18ms TTL=56
> if you see any changes here then the issue can be either on your side or BT side

Re: Broadband keeps dropping - BT says no fault

Rotarua674 — Thu, 26 Dec 2024 10:52:28 GMT

Thanks - the list is pretty long but I know it lost connection again overnight. Is there any particular event name I should look for to show when it went down? Thanks again

Re: Broadband keeps dropping - BT says no fault

licquorice — Thu, 26 Dec 2024 10:57:15 GMT

Filter on WAN and look for DSL events

Re: Broadband keeps dropping - BT says no fault

Rotarua674 — Thu, 26 Dec 2024 11:55:25 GMT

Thanks

Re: Broadband keeps dropping - BT says no fault

Quesada — Mon, 13 Jan 2025 10:03:52 GMT

I have been experiencing a similar intermittent issue for 20 months. I had consistently been told that my problem was internal and was even persuaded to upgrade my “Full Fibre 900” package, to include “BT Halo 3”. Needless to say that this did not resolve the problem and BT have finally admitted, that there is a known software issue with the mechanisms that they employ, to measure the incoming signal to the ONT. This has been referred to as a “Stale PPP Session Fault”, which effectively means that “hereditary” and not “live” signals can sometimes be recorded. The bottom line is that their own remote tests and those carried out at the premises by “Openreach” engineers, are not as infallible as they claim, as they can result in “false positive” results. BT have consistently refused to accept the evidence supplied via the “MyBT App”, that my service has fallen below their “Stay Fast Guarantee”, on 259 separate days since April 2023. However, they will accept the results taken via the “https://pbtcsc.saas.nokia - Hub Smart Speed Test”, which you can request from customer support. The issue with this test is that it has a short shelf life of only 24 hours, so must be requested on a daily basis, which is time consuming. On a positive note and from my perspective, BT have consistently implied that I am the only one of their 10+ million “Full Fibre” clients, who has experienced this issue, but this is clearly not the case. Good luck.