Broadband connection issues

[feegee]

Hi guys, it's been many years since i had to use the community.

Basically since last Thursday evening, my broadband keeps cutting out most of the time for hours and go round in a never ending cycle of restarting hub, unplugging from the wall, changing all my cables and filters and i'm still no further forward.

Home Hub 4 - I did have my hive hub and android tv box connected but i have disconnected everything and have tried to just use the hub directly into the test socket and i still get the same thing (i am writing this in a brief few minutes of connectivity so forgive me if it's a bit garbled)

I'm not sure if it makes any difference but i did the quiet line test thingy with old fashioned phone and my line is very crackly and hissy. Another issue i have is that when my landline and broadband are working then if my phone rings and i answer it then it cuts my broadband off (this issue has been going on for years but i just put up with it as when i'm on the phone i can't be on the internet)

I don't know how to access the hub manager to post whatever readings may be required s if you could guide me on how to do that then that would be great.

I have lost my connection 5 times in the time it has taken me to write this with the latest one being almost 2 hours for recoonection so please bear with me if i can't reply right away as i have no other means to do it other than via my wifi/broadband.

Thank you to anyone who can help me as it is unbearable now.

[gg30340 · Accepted solution]

If your phone line has any noise it means it has a fault.

You need to contact BT 0330.1234.150 and report a phone fault, not broadband or they will go down the wrong route.

Once your noisy phone line has been fixed you will most likely find that your broadband problem will also be fixed.

[feegee]

Thank you so much for your quick reply ( i remember your name from years ago)

I sincerely hope it does help because i am flippin' demented.

[feegee]

Hi again, following on from my initial request for help. Openreach engineer appeared last Saturday with no prior notice. Tested everything inside my house and put a new socket in and said that there was nothing wrong inside my property,  he  said he was going to the exchange to run more tests and would call me (which he did) and i would experience loss of service, on the call he said he still had more tests to run and my broadband wasn't what it should be then i received a text from BT to say i had to book an engineer visit which i did for Thursday and that he would need to enter my home but i got a text or message  just after 4 am on the Wednesday to say that my issue was fixed and to give it a few days to stabilise, well it is every bit as ever if not worse and when i go to the track a fault page, i get the message thanking me for telling that the issue is solved which i never did. It is so bad that most of the time i can barely load a web page and the amount of dropouts i am having is unbelievable.

I am at my wits end and just seem to be going round in circles with clicking links etc. Can someone help me out with this please as i sick fed up with text messages and getting nowhere, i can't report the issue on the fault page as i apparently told them it was fixed.

[gg30340]

Is there still noise on your line?

If there is you will have to contact BT 0330.1234.150  again and report it as a phone fault.

Until there is no noise on the line you will never have a great broadband connection. 

[feegee]

Hi there, thanks for getting back to me and i'm sorry that i haven't replied sooner.

I really don't know if this a line fault or a broadband issue. Wednesday was terrible with virtually no internet most of the day and i just wanted to try and figure out what was going on so i unplugged the telephone and my broadband stayed on all day, no dropouts whatsoever, i plugged it back in later and received a call which was noisy during the call but silent when it was just the dialling tone.

Anyway, i have literally just plugged my phone back into the filter along with my hub and within seconds the broadband cut out, I have replaced the filter and all my cables but n

[imjolly]

As you are not on digital voice can you try dial 17070 option 2. The line should be silent with NO NOISE. Any noise is a problem and report a phone fault not broadband fault to number provided by @gg30340 

[gg30340]

As per my previous messages. you have to report a PHONE fault. You broadband comes along the phone line and if there is noise on the phone line, which you have said there is, this needs to be fixed as this will cause your broadband to appear faulty.

Once your phone line has no noise it should fix your broadband problems and if it does not then the broadband problem can be diagnosed without the noisy phone line clouding the waters.

[feegee]

Thank you both @gg30340 and @imjolly 

I will test it again tomorrow morning for a noisy line.

I didn't mean to sound ungrateful for your help and can only blame it on frustration.