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Message 1 of 13

Broadband keeps dropping out constantly

I've just complained to BT online as follows:

"We have Halo 3+ and have had a technician visit and he did everything he could to get the system optimal. We have a new smart hub. An Openreach engineer visited on 5th July 2021 as there was supposedly a fault on the line. He could not find a fault on the line. He said he would swap things around in the Openreach box down the road which should fix the issue.

The broadband has dropped constantly over the following couple of days. Here are some of the dates and times. 7th July - 14:39 / 14:47 / 16:23 / 16:35 / 16:37 / 16:52 / 18:57 / 19:01 / 19:04 / 20:18 / 22:40 / 23:06 8th July - 12:41 / 13:45 / 14:35 / 14:40 We are paying a lot of money for this service and you are not providing the service we are paying for.

You need to sort this out. It has been a terrible service for years. You keep telling me it is because we are far from the exchange. I suggest you provide fibre to the house then.

I would like this issue resolved as a matter of urgency. I am working from home and cannot operate effectively when the broadband keeps dropping out."

Any help would be gratefully received.  If the technician and engineers can't seem to fix it then what the heck am I supposed to do?!

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12 REPLIES 12
9,337 Views
Message 2 of 13

Re: Broadband keeps dropping out constantly

This is a customer help customer forum and your post does not go to BT

do you have any noise on your line - dial 17070 option 2 should be silent and best with corded phone from test socket


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 . 

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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9,334 Views
Message 3 of 13

Re: Broadband keeps dropping out constantly

Ah, OK - thanks for the advice 🙂

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9,323 Views
Message 4 of 13

Re: Broadband keeps dropping out constantly

Just to add, if you are on FTTC the distance to the exchange doesn't matter. It is distance to the cabinet.

Post the info @imjolly  has requested and someone will get back to you.

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Message 5 of 13

Re: Broadband keeps dropping out constantly

We are FTTC and about 600 metres from the cabinet 🙂

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9,301 Views
Message 6 of 13

Re: Broadband keeps dropping out constantly

nattynatbat_0-1625761781982.png

Is this what you meant?

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9,298 Views
Message 7 of 13

Re: Broadband keeps dropping out constantly

That shows your expected connection speed range and at 44mb you are right at handback speed need your hub stats as well and also the result of quiet line test



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9,298 Views
Message 8 of 13

Re: Broadband keeps dropping out constantly

The Event Log is 236 pages...

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Message 9 of 13

Re: Broadband keeps dropping out constantly

SH2 Information:

nattynatbat_0-1625762410479.png

 

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9,285 Views
Message 10 of 13

Re: Broadband keeps dropping out constantly

Nobody asked for the event log, now what about the quiet line test? Also exchange and cab number?

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