Broadband Dropping

[Drew1980]

Hello,

My broadband continually drops on a daily basis, i have done the usual line test, broadband test, checked all the cables, turned off and restarted but still the same issues. any advice would be appreciated

[imjolly]

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

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

Are you using the test socket with a filter to see if that improves your connection speed and stability

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

[Drew1980]

Hello,

tried the quiet  line test and no issues there, run troubleshooter testing of broadband and line and nothing there either

Product name:Smart Hub

Serial number:+088044+1806003000

Firmware version:v0.09.06.25010-BT

Firmware updated:Wed Jun 10 19:35:00 2020

Board version:01

DSL uptime:0 days,17 Hours08 Mins52 Secs

Data rate:14.083 Mbps / 45.866 Mbps

Maximum data rate:14.231 Mbps / 46.790 Mbps

Noise margin:6.2 / 6.3

Line attenuation:8.9 / 9.5

Signal attenuation:8.8 / 9.5

Data sent / received:1.5 GB / 6.6 GB

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BTHub6-F356

2.4 GHz wireless channel:Automatic (Smart Wireless)

5 GHz wireless network name:BTHub6-F356

5 GHz wireless channel:Automatic (Smart Wireless)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Disabled

MAC address:94:6A:B0:41:70:16

Software variant:-

Boot loader:0.1.6-BT (Fri Sep 9 10:05:09 2016

[imjolly]

are you using the master socket?  which master socket do you have

[Drew1980]

The one I'm using is figure 5, I have taken the plate off and tried the test line for phone, no issues

Thanks 

[imjolly]

if you have connected a filter to test socket and that has stopped internet dropping when making/receiving a call then you have a faulty faceplate which need replaced.  probably get one ebay/amazon

[Drew1980]

Spoiler

Only tried the phone via the test socket but I have just connected the filter and tried the phone and broadband. Phone working fine but no Internet connection, would you assume still an issue with the plate

[imjolly]

When you remove the front plate shown by red arrow you then have to remove the middle section shown by yellow arrow to the have access to the test socket shown by black arrow.

if you don't remove the middle section you are not using the test socket

[Drew1980]

Okay got you know both working fine off the test socket