This topic

DSL connection keeps getting cut

Anthony813 — Wed, 20 Nov 2024 14:00:43 GMT

Hello!

My DSL connection cuts once a day and I am not really sure why. I used to have the BT Smart Hub 2 router but due to performance issues I had to replace it and went for a draytek vigor 130 modem and a Flint 2 router, which massively improved my wi-fi range and bufferbloat issues.

However, as the title says, the DSL connection is dropping once a day or so, PPPoE connection then fails and I have to restart the modem to get my internet back up.

I did the run checks thing online by logging in and it's offering me an engineer visit. However, I am not sure if this is because i'm using third party equipment or if there really is a fault in my line. I am also not sure if BT offers technical support if I am not using their router.

Is it okay to book an engineer visit? Should I phone first? Is there anything I can do to fix it myself?

Thanks!

Re: DSL connection keeps getting cut

Anonymous — Wed, 20 Nov 2024 14:37:49 GMT

Best to put the BT router back, run the tests again & see if it still errors. Not a bad plan anyway to run that for a few days to rule out issues with your own kit. If it logs a fault then keep it in place until you get a visit.

From what I recall, you never used to be able to run any diagnostics with another setup. The first thing it wanted to do was verify a BT device.

Re: DSL connection keeps getting cut

Anthony813 — Wed, 20 Nov 2024 14:55:25 GMT

I will run the diagnostic with the old bt router and if it errors I guess I will book an engineer

Re: DSL connection keeps getting cut

licquorice — Wed, 20 Nov 2024 15:00:25 GMT

I would book the engineer anyway. The tests probably revealed a line fault.

Re: DSL connection keeps getting cut

Anthony813 — Wed, 20 Nov 2024 15:07:16 GMT

UPDATE: The tests revealed a line fault even with the BT router so I will book the engineer just in case

Re: DSL connection keeps getting cut

Anthony813 — Tue, 26 Nov 2024 13:35:28 GMT

UPDATE: there were no issues with the line. Unfortunately my speeds still drop incredibly low from time to time, and I also lose DSL connection sometimes. These are the stats on my modem so I’m not sure what’s wrong:

https://imgur.com/a/1HWZLh6

Re: DSL connection keeps getting cut

Peter_W — Wed, 27 Nov 2024 09:45:37 GMT

Thanks for giving that line check a try @Anthony813.

Did it still give you the option of an engineer appointment after this, or were you recommended any next steps?

Peter

Re: DSL connection keeps getting cut

Anthony813 — Wed, 27 Nov 2024 10:39:11 GMT

Hello @Peter_W, it automatically redirects me to the fault tracker and there are 2 issues reported, connection drops and slow speeds. However there doesn’t seem to be anything else, the dropped connection had an estimated fix date on the 25th and says to contact them if there are any issues and the slow speed issue has nothing going on, just that they are “working on it”.

As for the engineer he said that there wasn’t anything wrong with the line or the cabinet.

Re: DSL connection keeps getting cut

Peter_W — Mon, 02 Dec 2024 11:48:48 GMT

Thanks @Anthony813, have you ever had a chance to speak with our team about this directly?

If there's nothing wrong with the line itself, they'll be able to help look over further troubleshooting options with you.

You can find all the details you need on how to get in touch here:

Fix broadband | BT Help

Peter

Re: DSL connection keeps getting cut

Anthony813 — Mon, 02 Dec 2024 11:00:31 GMT

Hello @Peter_W, sorry for the late reply. I will give them a call the next time it happens, thanks for your advice.