This topic

Bad connection and dropping out

Stevebyrne1 — Sat, 31 Jan 2026 22:16:04 GMT

Having issue with speed and dropping out...

At resets and tests I am getting this message.

"Your hub could be in sync with the exchange or cabinet, but not connecting to the gateway. If there's no PPP session it's likely to be a problem with our network."

Can I assume this is a exchange issue and nothing more I can do

Many thanks in advance

Steve

Bad connection

Stevebyrne1 — Sat, 31 Jan 2026 22:10:40 GMT

Broadband keeps dropping out or speed drops extremely low. Have do all the usual tests and resets but keep getting this message....

Your hub could be in sync with the exchange or cabinet, but not connecting to the gateway. If there's no PPP session it's likely to be a problem with our network.

Is this something that is common and I assume it's an exchange issue and nothing I can remedy at home?

Many things in advance for any insight

Steve

Re: Bad connection

Katie_B — Sun, 01 Feb 2026 08:43:18 GMT

Hello @Stevebyrne1.

Welcome to the community.

I'd recommend speaking with our technical care team who can talk you through the process and advise you if an exchange would be required.

Please be sure to keep us updated following your call.

Katie

Re: Bad connection

Stevebyrne1 — Sun, 01 Feb 2026 08:50:30 GMT

Many thanks for your advice I will wait until they contact me as issue still persists and will update this string with any information on how the issue was resolved

Steve

Re: Bad connection

tonysmini018 — Sun, 01 Feb 2026 11:37:02 GMT

They won’t contact you, you need contact them to initiate the fault report.

Re: Bad connection

Stevebyrne1 — Sun, 01 Feb 2026 12:52:49 GMT

Oh OK, I was just going on what the message was after I had tried to reset the router and OPB ()optical terminal box). that you would be in contact after 24 hours. Why have that on a message if they don't intent to follow up?...

Thank you for the heads up I will contact them an log the fault

Steve.

Re: Bad connection

Quesada — Thu, 05 Feb 2026 11:34:10 GMT

I have been in dispute with BT since July 2023, because of intermittent drops in connectivity, which weren't officially diagnosed as a "Stale PPP Session Fault", until November 2023. By that stage, BT had placed my complaint in "Deadlock", effectively leaving me with no voice, whilst denying culpability, for a known service issue. BT have continued to assert that as the incoming signal to the ONT is effectively infallible, my own problem must be internal and I was not allowed to terminate my contract, unless I paid an extortionate exit fee. Over the intervening period, it became obvious to me, that BT's own remote monitoring mechanisms, were unable to detect a momentary drop in the incoming light signal to the ONT, even if it kicked out the Hub. Therefore and from my personal perspective, it would appear that modifications must now have been made, as the "PPP" fault is finally being formally recorded. However, I suspect that BT are no nearer to resolving this specific issue and in the meantime, continue to confuse all those customers effected, by falsely promising to follow up their fault report, after 24 hours. Intriguingly, this continued incompetence, may now have left the door open, for customers to claim compensation. Food for thought.

Re: Bad connection

Stevebyrne1 — Thu, 05 Feb 2026 12:52:42 GMT

I am so sorry to hear of your frustration with regards BT. I feel sometimes that they think people complain for the sake of complaining which in most incidents is not the case as we all have better things to do with our lives then waste precious time writing emails etc.

I hear your frustration and coming from an engineering background we were taught to fault find, list all the possible things it could be, eliminate each one that it's not and you are left with the faulty component or card simple logic. BT in my experience are sometimes stuck in this closed loop testing the same things over and over again. I know it's a cliché but they need to think outside the box sometimes and give people credit for experiencing the problem first hand.

Steve.

Re: Bad connection

Quesada — Wed, 13 May 2026 08:52:31 GMT

@Stevebyrne1 Did you ever get this fault resolved, Steve.

Re: Bad connection

Stevebyrne1 — Wed, 13 May 2026 09:04:39 GMT

The issue was resolved at the time but unfortunately it returned at beginning of the month. I spend approx 2. 5 hours online trying to resolve the issue and as we speak it has not dropped out since. The agent and myself went through all the usual tests and resets that could be run from my side and his. At one stage we had a PC and two phones in the process for fear of system disconnection as it had previous done and I lost the initial agent which meant i had to restart the online process.
Hand on my heart I could not definitely say what the issue was from all the resets to lead changes but as mentioned to date it has not dropped out.
Regards
Steve

Re: Bad connection

Quesada — Wed, 13 May 2026 09:31:26 GMT

Thanks Steve. Needless to say that I am still having intermittent drops in signal on almost a daily basis and another visit from an Openreach engineer, is scheduled for Friday afternoon. I'm hoping that the overhead cable will finally be replaced, as it is the only solution that has not been tried, but I am not holding my breath.

Regards

John

Re: Bad connection

Stevebyrne1 — Wed, 13 May 2026 09:47:36 GMT

I have empathy with you John with regards your ongoing issue which I feel is so much worse than my own. I really hope that replacing the overhead solves your issue. I hear your frustration in your words and I know speaking without contradiction all you want is to pay for a good service and like me you will be happy.

I have another complaint with BT in the fact I can't view my billing/usage online. Nothing has happened with regards this and have 2 more weeks, 6 weeks in total before I can take this to the Communication Ombudsman but thats another story.

So fingers crossed for you

Regards,

Steve.

Re: Bad connection

Quesada — Wed, 13 May 2026 09:52:04 GMT

You sound like a kindred spirit, Steve. I have been down the route with the Communications Ombudsman and found them to be as effective as a chocolate tea pot. I hope that you have betterluck.

Regards

John