This topic

Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 10:00:02 GMT

Hi, I am new here but have been a BT customer for many, many years.

Our Broadband service is unstable and steadily becoming much worse. Our speed drops to an unusable level but does not cut out completely (Hub stays blue). If we turn our Hub off and on it resets for a while and then the same thing happens again at all and any time of day. I have had engineers out who have changed the socket, hub, ethernet lead, looked at the pole connection, cabinet etc (several times). BT are now just offering me the option to end my contract for free and nothing else. Complaints are just quietly closed without resolution, each engineer states that they are unaware of the ongoing issue and the 'BT Guides' just want to test the WI Fi which isn't going to work correctly without a good Broadband connection. I am stuck in a loop and need my service to be fixed. Is anyone else experiencing a similar thing please? BT are under contract and should be helping me and giving me the service that I am paying for.

Re: Ongoing Broadband Fault

imjolly — Wed, 09 Sep 2026 11:05:11 GMT

from your post it appears openreach have tried everything to solve your problem but still cannot find what is causing connection problems so only solution seems to be stay as you are or move to another provider with no penalties.

is it possible something in your home is causing the interference causing the connection problem?

can you enter your phone number and this will show what connections are available to you

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 15:08:00 GMT

Hi, Open Reach provide the external infrastructure for my entire area. It is not the WiFi within my home it is the connection to my home that is the issue. Did you have a similar problem?

Re: Ongoing Broadband Fault

garybs29 — Wed, 09 Sep 2026 15:40:32 GMT

@IrememberBuzbywrote:
Hi, Open Reach provide the external infrastructure for my entire area. It is not the WiFi within my home it is the connection to my home that is the issue. Did you have a similar problem?

"A solid blue light on your BT Hub means the router thinks it has a stable connection to the internet, so the issue is likely a local Wi-Fi drop, a device-specific glitch, or internal interference rather than an outright broadband outage"

The symptoms of blue light still being on actually point to a wifi issue not the line

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 16:12:23 GMT

When a device testing the speed is connected directly to the Hub with a cable and the Download Speed and the Upload Speed Fluctuate constantly from low Kbps to Mbps I am afraid that it is not a Wi Fi issue.

Re: Ongoing Broadband Fault

garybs29 — Wed, 09 Sep 2026 16:20:33 GMT

What device is that? How old is it? It's not using any VPN's or anything?

Re: Ongoing Broadband Fault

imjolly — Wed, 09 Sep 2026 16:21:07 GMT

@IrememberBuzby

Did you use the link I posted and if so can you post results which will show wat type of connections are available to you

Are you also able to post the hub stats from advanced settings?

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 16:33:06 GMT

Hi, we currently have Fibre to the cabinet, with a full fibre connection hopefully available from June 2027. What information do you require from the Hub Manager please? I have had 5 Master Sockets fitted, 2 new Hubs and the ethernet cable changed twice.

Re: Ongoing Broadband Fault

imjolly — Wed, 09 Sep 2026 16:37:15 GMT

Looking for hub stats from advanced settings then technical log. Should the main stats of your hub connection

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 16:55:10 GMT

Hi, I do not wish to share this information, thank you.

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 16:58:20 GMT

My neighbours are experiencing the same issues and are gradually moving to Satellite. The Broadband signal is unstable and the infrastructure is old.

Re: Ongoing Broadband Fault

iniltous — Wed, 09 Sep 2026 17:49:38 GMT

Not providing the information requested (which in no way constitutes personal data or anything that can identify you) is clearly your choice, but is akin to taking your car to a mechanic because it’s has a problem, but not explaining what the issue is and expecting a ‘fix’ , so it begs the question what is the purpose of your post here as it’s clearly not to ask for help in diagnosing whatever the problem may be .

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 17:58:41 GMT

Sorry, I did not want to screen shot all the Hub info, as it is sensitive and includes my phone number. What do you need to diagnose my issue please?

Re: Ongoing Broadband Fault

licquorice — Wed, 09 Sep 2026 18:16:20 GMT

Just edit out any personal data from the screenshot.

Re: Ongoing Broadband Fault

WSH — Wed, 09 Sep 2026 18:47:06 GMT

@IrememberBuzby You may never have done that before. If you are on a Windows machine, just paste the screenshot into the good old Paint app. Put opaque boxes over any personal bits. Resave it as a jpeg and you’re good to post.

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 19:19:39 GMT

Thank you all, I will try. I did not realise that I had more communications as my Broadband speed dropped again to a trickle. I have restarted the hub now, so all is OK again. But can ask what specifics from the Hub Manager info can be used to solve/investigate my broadband fault. I have had Circet engineers, Open Reach engineers and BT technical support. I have had new hubs, cables, sockets, DLM and various faults found at the cabinet and drop line.

Re: Ongoing Broadband Fault

WSH — Wed, 09 Sep 2026 19:45:34 GMT

Having read this from the beginning, I'm wondering if your best course of action is to upgrade to Full Fibre, (if that is possible). I upgraded 12 months ago and I must say I'm impressed with its stability. (And, trust me, I'm retired IT and not that easy to impress).

In answer to your other question, things like uptime, sync speed relative to what you should be getting, signal attenuation, noise margin, error rate etc. all paint a picture of the line condition. To those of us with experience, sometimes a particular pattern points to a particular problem.

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 20:29:54 GMT

Thank you so much for your input. Instability and old degrading line quality are exactly my issues. I have enquired and Open Reach Full Fibre is close to me due to new developments but my neighbours and I will not be able to get it until June 2027 at the earliest.

Our area has known issues/faults. My guaranteed speed is 8Mbps (which is frequently not reached) and if I upgrade/renew my contract (which has not run out), it falls to 5Mbps. I am also paying way more than someone with Ultrafast.

Re: Ongoing Broadband Fault

WSH — Wed, 09 Sep 2026 20:41:23 GMT

8 Mb/s sounds as though you are on still ADSL instead of FTTC/VDSL (Part Fibre). I suspect the real problem is that Openreach have no incentive to replace that line if FTTP (Full Fibre) will be available in 10 months time.

What's the mobile signal like there? I used a 4G modem from Mercusys for a short while & 120GB SIM card. Only £50 for the router and £50 for the SIM. It was IPv4 only but very good. Mind you, I'm only 500 yards from an EE tower.

Re: Ongoing Broadband Fault

IrememberBuzby — Wed, 09 Sep 2026 21:01:12 GMT

There has been no incentive to fix something that is going to be replaced, for quite sometime but also no honesty that this is the case. This leaves customers paying for a quality of service that is not being provided.