Long time BB/BT Sport/BT Mobile customer, moved house in March '21, new phone/VDSL, SmartHub 2, complete wifi, stable and 76/18 sync, we are 150 metres from cabinet.
August '21, g.fast upgrade, Fibre 100 (sync 145/29) upgraded to Fibre 250 a few days later (sync 328/49), still SmartHub 2 but with new g.fast faceplate. Loved the responsiveness and speed, noticed it.
Shortly after Fibre 250, connection would drop for no apparent recent, but it came back again. Then it started dropping more and not coming back without disconnect/reconnect SH2 from socket and/or power cycling. Reported fault, OR engineer replaced the line from our master socket to telegraph pole as he felt that g.fast didn't like the type of line that was there.
Initially this seemed to have solved it, but disconnects came back. BT agreed to "downgrade" to Fibre 100 to see if 250 was the issue. Made no difference. They sent new SmartHub 2 (labeled SH2 Ultrafast 3.0) as mine was 2-3 years old. Initially this seemed to work, but joy was short lived.
I've done multiple quite line tests, calling the line, have swapped the faceplate for a filter to connect the hub, tried power cycling, replaced the connector cord with the grey ends, but none of these work other than to get the connection back, temporarily.
I often examine the event log to check what's been happening. Last night and this morning I saw that after the first time the connection dropped following several hours of uptime, there were frequent DSL Link Down and DSL Link Up events with sync speeds varying and much lower. For the first time this morning, I could hear crackles on the line via the corded receiver that is connected to the master socket faceplate along with the SH2.
I took the faceplate off and replaced as I have done many times and the crackles disappeared, the hub went from flashing purple to flashing orange and the DSL Link came back up and is still up. Each time BT or OR test the line I guess this is the condition they find, line is fine and the sync speeds are near max what they could be, so they don't investigate I suppose.
I have an ongoing complaint to keep this alive as I find that BT are very keen to close the fault even though for me the fault is very much not closed. Since the first time they sent an engineer, the 3 further times they have booked an engineer the engineer did not materialise, latest one of these is today.
All I have tried to do is upgrade my service but have ended up with something I can't rely on for my work from home which like so many others includes lengthy Zoom/Team calls. We also have quite a few smart devices on our network which all stay connected via the wifi but obviously require internet connectivity to function, highly inconvenient too.
Its now 6 weeks in and despite having a new line from the pole, new faceplate, new connecting cable, new SmartHub 2 its still the same. The big variable is g.fast, but given the sync speeds and distance to cabinet I would expect it to work fine. If there is anything else I can do or any tips for how to handle BT/OR I'd love to hear it as now I've tasted higher speed connectivity I would like to keep it. Although Virgin are on our road and I have a cable and socket in the house, I really would like to stay with BT, but they're making it very difficult.
I've seen quite a few threads about g.fast issues, some very like what Im seeing, but sadly yet to find one with a specific outcome, they seem to just fade away!
