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Message 1 of 11

Broadband drops out, intermittent

Hi all,

Our broadband keeps dropping out, losing connection. Funnily enough, every time it gets tested by either the BT bot or BT employee it works spot on, no faults or dropout detected, as soon as test is finished router will drop out without a fail and router flashes orange lights. Done all the recommended steps as they say the problem is within our home apparently with no improvement whatsoever. Any chance someone had the same situation and managed to solve it? It's a bt smart hub 2

Thanks

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10 REPLIES 10
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Message 2 of 11

Re: Broadband drops out, intermittent

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Message 3 of 11

Re: Broadband drops out, intermittent

Thanks, I'll try this 

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Message 4 of 11

Re: Broadband drops out, intermittent

Tried your suggestion, there's no noise between the announcements. Any idea what's next? Anyone? Thanks

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Message 5 of 11

Re: Broadband drops out, intermittent


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 using the test socket with a filter to see if that stops the connection drops

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

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



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Message 6 of 11

Re: Broadband drops out, intermittent

Just tried numerous different broadband speed checker where out of 5 tries 4 came back with an error, saying that the router still has the blue light on whilst trying to do the speed test

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Message 7 of 11

Re: Broadband drops out, intermittent

Hi,

Thanks for getting back to me.

I tried the broadband checker at first came back with the phone number not recognized or newly established or not in BT's care? Then tried again and was successful please find screenshots below

Screenshot_20200830-195336.png

Screenshot_20200830-195348.png

Screenshot_20200830-195509.png

 

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Message 8 of 11

Re: Broadband drops out, intermittent

Screenshot_20200901-082920.png

 so bt website says that this community is best to resolve problems? We have tested the phone line many times and the broadband always comes back with no fault. Now login in to our BT account I can see a possible fault which might be dealt with within 2 weeks??? We've not had a stable connection for many weeks don't think 2 weeks is acceptable.

Is there a way to get hold of a living person at this company and get to the bottom of this problem or just let it slide and hope for the best?

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Message 9 of 11

Re: Broadband drops out, intermittent

Ring customer support to speak to someone. May take a while to get through as they are at low staffing levels due to social distancing but someone will answer eventually.

 

BTW you posted the wrong page from the hub. You need to post from Advanced settings/technical log/information.

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Message 10 of 11

Re: Broadband drops out, intermittent

Hi hopefully this is the right information below

Screenshot_20200903-101309.png

Screenshot_20200903-101323.png

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