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frazerjohnwhite
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Message 1 of 18

Phone line and BB connection keeps dropping - BT Home Hub 2.0

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My broadband and phone connection keeps dropping.  Its been fine for years and now since all this bad weather we have been having the connection lasts temporarily for a few minutes sometimes more and then all the blue lights start flashing orange, sometimes for a while, and then back to blue.  Could it be that there is a wider problem in the area I am living in my area.  I have tried to report this to BT via the Indian call centre but the best they can offer me is an engineer visit on 20 January (!!) and I may have to pay £130 if the fault is found on my property so I would like to know first if there is a wider probelm affecting others in my area.  Many thanks. 

 

 

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Distinguished Sage
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Message 2 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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Have you checked here https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

Are you connected to the test socket to eliminate any problems caused by internal wiring


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frazerjohnwhite
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Message 3 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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Hi there, thanks for replying.  I'm about 20 miles south of Guildford and I see from the link you posted that Guildford is one of the areas impacted by severe weather.  I don't know what a test socket is so please enlighten me! Smiley LOL

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Distinguished Sage
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Message 4 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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The test socket is behind the bottom detachable half of your master socket which is the first socket in your home where the bt wires enter from outside


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frazerjohnwhite
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Message 5 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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Many thanks - I'll give it a go.

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frazerjohnwhite
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Message 6 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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Thanks.  When I got home from work the lights were all blue and stayed blue.  I carried out an internal wiring test using the test port method you described above and again all the lights came up blue so I suppose whatever problem it was was outside the property boundary and has since been fixed.  Hurrah! Smiley Very Happy

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Distinguished Sage
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Message 7 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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please post back should the problem return
frazerjohnwhite
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Message 8 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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Shame.  BB still keeps cutting out although its better than it was its annoying that it keeps dropping out.Smiley Sad

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Distinguished Sage
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Message 9 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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Have you tried the quiet line test dial 17070 option 2 if any noise is heard  this needs reporting to BT Faults on 151 with no mention of broadband in the call once resolved your broaband will start to improve 

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Message 10 of 18

Re: Phone line and BB connection keeps dropping - BT Home Hub 2.0

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As you are still having problems have you now tried the test socket?


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