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Message 1 of 3

Broadband drops, hub restarts regularly

Hi. My broadband drops out about 3 or 4 times a day. When this happens the light on the hub (home hub 5 I think) turns orange or green and it usually comes back in about 5 minutes. I have been on 3 calls with the support team (in India?) who have given me three different 'fixes', none of which has made any difference. One of these was to change the broadband password which was never going to work... Annoyingly they kept telling me the 'speed' would be restored, no matter how many times I repeated that the speed was fine, it was the restarts that are the problem.  I have tried making a phone call on the land line during an outage and it seemed fine but since I only usually notice about a minute after the restart initiates it may be too late to notice by then.

I suspect that the hub is end of life (5 years - is that old?) but cannot confirm this and do not want to shell out for a new one if the old one is fixable. 

It is particularly annoying since my work laptop is not tolerant of unexpected outages and takes a while to recover. Any help would be much appreciated, and I would add that the phone support team really need to be better trained.

Thanks a million 

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Message 2 of 3

Re: Broadband drops, hub restarts regularly

Connect to the test socket with filter and try a quiet line test (17070 option 2) best with corded phone. Any noise report a line fault not broadband.

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Message 3 of 3

Re: Broadband drops, hub restarts regularly

Good morning @Geoffers1 and welcome to the community.

Thanks for posting about your connection problem. I'm sorry it hasn't been sorted yet but I'm sure we'll be able to help you. The first step would be to check for noise on the line as per @pippincp post so can you try that test and get back to us with your results?

Cheers

David

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