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Message 1 of 22

crashing connection

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Lets hope this works !

This morning my internet connection is more off than on ...

The home hubs seems to be trying to keep up with the xmas tree lights.

Connects for a few minutes then disconnects.

I have reset the hub several times but it doesn't seem to make a jot of difference.

Phone is working.

Help please !

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Expert
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Message 2 of 22

Re: crashing connection

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Hi @selector 

Dial 17070 (free number) ideally with a corded phone and select option 2. It should be silent between the announcements?

Thanks

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Message 3 of 22

Re: crashing connection

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Well - it seems reasonably quiet, there is the odd crackle if I listen long enough.

Strangely the hub seems to reconnect whenever I use the telephone ..... ??

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Distinguished Sage
Distinguished Sage
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Message 4 of 22

Re: crashing connection

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@selector wrote:

Well - it seems reasonably quiet, there is the odd crackle if I listen long enough.

Strangely the hub seems to reconnect whenever I use the telephone ..... ??


It may be a high resistance connection. How often do you use the phone?

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Message 5 of 22

Re: crashing connection

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on and off during the day - i work from home.

The broadband normally works fine, but today it just keeps crashing every 5 minutes or so.

 

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Message 6 of 22

Re: crashing connection

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@selector wrote:

on and off during the day - i work from home.

The broadband normally works fine, but today it just keeps crashing every 5 minutes or so.

 


Try the ringback test, by dialling 17070 and selecting option 1. Put the phone down, and let it ring for about 30 seconds. Then pick it up and see if the noise has stopped, and the connection is better.

If that does not fix it, then, using the online fault reporting page, run a line test and await the results.

See if running the test clears the fault, as it operates a number of relays in the exchange to run the test, and these can develop a high resistance connection, which clears once they are operated. This is specifically an ADSL function,

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Message 7 of 22

Re: crashing connection

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Its seems whenever it disconnects if I go and ring 17070 and do the silent test tht the hub reconnects !

Anyway I will do as you suggest - thanks, I will try that.

 

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Distinguished Sage
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Message 8 of 22

Re: crashing connection

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Make sure you are using the test socket, as its not unusual to get a bad connection between the faceplate and the test socket, especially as its very frequent.

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Message 9 of 22

Re: crashing connection

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I only have 1 socket in the house which is the BT master socket 5c - no extensions or anything.

I did the 17070 ringback and let it ring. It disconnected again very soon after.

I have now been to the BT troubleshooter page done the dropping broadband test and its still disconnects

Only way back is to ring 17070 which gives enough tiime to repost

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Message 10 of 22

Re: crashing connection

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Unclip the front cover of the 5C, and plug the microfilter directly into the test socket behind, and plug the phone and home hub into the microfilter as shown below.

NTE 5C Test socket checkNTE 5C Test socket check

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