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annieg1511
Beginner
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Message 1 of 4

Constant connection dropouts and after engineer visit can't connect

Hi

 

I've been having broadband problems since the exchange was upgraded. These have been connection dropouts but been manageable (only 1 or 2 a day). In the last month these have escalated to at least 30/40 between 4.30 and 10.30pm. I have raised an issue with BT on 27 June and have had nothing but problems. Engineer didn't turn up twice, one came last Tuesday and done nothing and one came yesterday and spent 2.5hrs trying to get it fixed. 15 mins after he left last night the orange light of doom started and didn't switch to blue at all. Still no connection this morning.

 

Question - if I leave BT and switch to Sky Fibre will I still have problems?

 

I have spoken to most of my neighbours and they are all with BT and all experiencing problems similar to mine. The engineer even mentioned last night that he was at my neighbour for the third time the other day.

 

Question - Can anyone help with how I get this fixed?

 

I tried to contact BT this morning only to be fobbed off with "an advisor will call you tonight between 6-8pm to talk about it". What a joke! All she will do is call back, ask if the problerm is fixed and then arrange another person to phone the following evening to arrange another engineer visit.

 

Any help is appreciated as I am losing the will to live! Please dumb it down as I an by no means an expert in this field!!

 

Thanks Annie

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Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: Constant connection dropouts and after engineer visit can't connect

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

 

are you currently on fibre connection with BT?  if you are then moving to another ISP apart from cable will use same connection as the all use openreach

in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).


are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

Someone may then be able to offer help/assistance/suggestions to your problem

 

 

 

test socket.jpg



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annieg1511
Beginner
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Message 3 of 4

Re: Constant connection dropouts and after engineer visit can't connect

I'm currently on standard broadband, my main socket has been changed to a NTE5 socket yesterday with nothing connected to it. All other sockets are Non-NTE5 with no test socket like the pic you added. All have a filter attached.

 

As I have no connection will I be able to use my iPad to connect to the router to get the stats? I have a home hub 3 which was only just delivered to me as a "new" hub but both engineers that have been in have been quite surprised by this.

 

The first engineer last week checked the main socket and found no faults and the guy yesterday said it was a fault on the line, changed the connection between the box outside the exchange and inside, changed the main socket and then switched me from fast to something else which he said was more stable (after talking to the boffins).

 

I will try the things you mentioned when I get home and post the results tomorrow as I have no connection at home!

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Moderator
Moderator
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Message 4 of 4

Re: Constant connection dropouts and after engineer visit can't connect

Hi @annieg1511 and thanks for posting.

 

I can appreciate how annoying this is for you but I'm sure we'll be able to help. If you can post the details @imjolly has asked for we'll take it from there.

 

Cheers

 

David

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