After 5 phone calls im at the end of my wits with BT support line so thought I would try hereand hopefully get the help I need as I don't want to leave BT.
Around 4-5 months ago we had a thunder storm, maybe this was just coincidence on timing but our stable 55mb+ fibre internet for many years started playing up resulting in consistent disconnections throughout the day at any time. Everyone on our network will get disconnected and a browser window will pop up saying that the router has disconnected from the internet (smarthub is red at this point) and usually reconnects within 1-2 minutes everytime.
1st phone call : Line checked, apparently zero disconencts showing on their end even though I was assuring them I received from 5 - 8 a day.
2nd phone call : Usual check, line comes back fine, bt advisor was nice enough to send me a replacement router to try, no difference.
3rd phone call : BT advisor ran usual checks, line fine again, advised me that he see's many disconnects on my line and agrees its not right and speaks to manager, agrees to book engineer for home visit.
4th phone call : BT advisors rings and cancels engineer appointment, apparently an openreach engineer had found an issue (im guessing at exchange or box) and will fix the issue within 72 hours.
After this disconnections reduced to maybe 1 or 2 a day, sometimes none, sometimes 6. Speeds reduced by 10mbs and my ping is very unstable.
5th phone call : BT advisor does normal checks, line is showing fine, he see's im having upto 6 or more disconnects a day, advises me to expect at least 1 disconnect a day is normal (since when?), tells me to try different channels and split SSID. Long winded conversation ended with the advisor saying it must be something outside of their control (eletronic interference, bad cabling in house etc..) and theres nothing more they can do.
Here is a few examples of disconnect times :
Any help would be great,
Welcome to this user forum.
Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements
No noise at all on line.
Try a factory reset of the home hub.
It could be a faulty home hub which has been damaged by the storm.If you are still in a contract, you could ask BT for a replacement.
If you have tried the home hub in the test socket, with no other wiring connected, then its either the home hub, or a very intermittent line fault.
EDIT:- I see you have been given a replacement router.
Have you tried it in the test socket?
There is some help on this page http://bt.custhelp.com/app/answers/detail/a_id/40231/related/1
Everyone has a test socket.
Err, no. There are still plenty of properties out there with LJUs
I will see if we have a test socket when I get home, if this is the case I'll connect up and see if we have any improvements.
Thank you again Keith I'll get back to you
There are plenty of people on this foum who can help with this. If you can use the guide on the BT page http://bt.custhelp.com/app/answers/detail/a_id/40231/related/1
And identify which socket you have, then it will help.
And the LJU has exactly the same connection as the test socket. If there are extentions run from it then we are in star wiring terratory.