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Albany
Aspiring Contributor
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Message 11 of 22

Re: Broadband dropping

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Hi When I connected the extra filter my broadband still dropped and the light on modem goes to orange

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Albany
Aspiring Contributor
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Message 12 of 22

Re: Broadband dropping

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My line is connected to a pole at the bottom of my road

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Distinguished Sage
Distinguished Sage
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Message 13 of 22

Re: Broadband dropping

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@Albany wrote:

Hi When I connected the extra filter my broadband still dropped and the light on modem goes to orange


What extra filter, there is only one microfilter which connect to either the normal front socket, or the test socket?

microfilter.jpg

This only has one connection for the home hub, and another for the phone. And connects up like this. That is the arrangement you should use to prove that the fault is external.

 

 adsl_test.jpg

 

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Distinguished Sage
Distinguished Sage
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Message 14 of 22

Re: Broadband dropping

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@Albany wrote:

My line is connected to a pole at the bottom of my road


That adds to the possibility of potential faults.

Can you locate a junction box where the external dropwire joins the internal wiring, it may look like one of these.

dropbox.jpg or bt 78a.jpg

and may be located at the point where the cable enters the house, sometimes on a window ledge.

If you cannot find a box like that, does the cable from the pole go down your outside wall instead?

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Albany
Aspiring Contributor
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Message 15 of 22

Re: Broadband dropping

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Hi The wire comes down the front of the house and through a hole which they drilled in the wall and Into my room where a box was fitted

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Distinguished Sage
Distinguished Sage
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Message 16 of 22

Re: Broadband dropping

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@Albany wrote:

Hi The wire comes down the front of the house and through a hole which they drilled in the wall and Into my room where a box was fitted


You need to run a test from the test socket, before any other action can be taken.

Does the line still disconnect if you unplug the phone, and then ring it from a mobile? You will still hear it ringing out.

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Albany
Aspiring Contributor
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Message 17 of 22

Re: Broadband dropping

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hi have tried that the phone rings out and the broadband disconnects

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Distinguished Sage
Distinguished Sage
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Message 18 of 22

Re: Broadband dropping

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If disconnects still happen when using test socket then report a phone fault not broadband to 151



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Distinguished Sage
Distinguished Sage
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Message 19 of 22

Re: Broadband dropping

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@Albany wrote:

hi have tried that the phone rings out and the broadband disconnects


Then there is either a high resistance connection on the external network, or a faulty broadband filter in the exchange. This will need a full investigation, possible a change of port in the exchange if its the broadband equipment.

There is nothing else you can do.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Albany
Aspiring Contributor
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Message 20 of 22

Re: Broadband dropping

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I would like to thank you for your help. I hope it can be sorted soon as it is driving me round the bend

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