cancel
Showing results for 
Search instead for 
Did you mean: 
McNugget365
Newbie
357 Views
Message 1 of 4

Broadband Connection Issues

Hi,

Over the past number of months my broadband connection has not been performing well. It drops out every day at least once a day, and the connection slows to the point where it is unusable at least once a day until the home hub is rebooted.

I’ve tried calling the call centre a few times, but usually they tell me to reboot the router and if it works after that they aren’t interested in taking any further action. I had an engineer scheduled to come out too but he never arrived.

I've tried both wired and wifi and the problem persists on each.

I also tried using a hg-612  as a modem, and a cisco router connected to the hg-612, this worked perfectly for 7 days but now it doesnt connect anymore, so i have had to revert back to the HH4.

Can one of the mods please help me get this investigated? I’m at my wits end and I cant even change provider as no other providers serve my area. Everyone else in the area has stable broadband. Also, it is an 8Mbps adsl connection.

Thanks

 

0 Ratings
Reply
3 REPLIES 3
Distinguished Sage
Distinguished Sage
354 Views
Message 2 of 4

Re: Broadband Connection Issues

Welcome to this user forum. @McNugget365

 

I assume that this is a normal broadband connection and not BT Infinity?

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

0 Ratings
Reply
McNugget365
Newbie
325 Views
Message 3 of 4

Re: Broadband Connection Issues

Hi, thanks for the reply, I dialled that number and there is some crackling on the line but that could be due to the cordless phone. I don't have access to a wired phone. Any advice on what I should do?
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
322 Views
Message 4 of 4

Re: Broadband Connection Issues

Modern cordless phones are normally quiet.

 

It would be best if you can get hold of a cheap wired phone, as they are also usful in a power cut.

 

If the phone line is noisy or has a high resistance connection, then that will affect your broadband.

 

The lack of any current flowing through the wires due to the lack of a phone providing an occasional loop, causes oxidisation at any joints which causes the line resistance to increase. This does not show up on a normal line test.

 

With Private Circuits it is common practice to allow a small "DC Wetting" current to flow through the line to prevent this problem.

 

https://en.wikipedia.org/wiki/Wetting_current

 

There are quite a few people like yourself that may not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

 

The solution is to get hold of a cheap (less than £5) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

 

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband.

Once the phone fault is fixed, then the broadband will get better. It will get fixed quicker, as there are plenty of Field Technicians who can fix phone faults, but not many broadband ones.

 

You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.

 

An interesting thread here http://www.broadbandbanter.com/showthread.php?t=29287

 

0 Ratings
Reply