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Viana
Aspiring Contributor
584 Views
Message 1 of 13

Broadband stopped working

Hello, I wonder if anyone can help me?

 

I moved house about a month ago, got sent a HH4 to replace my HH3 (BT's insistence, not my request).

 

Yesterday evening broadband started playing up with Hub cannot connect to internet warnings. HH4 had steady or flashing orange light, sometimes with red broadband light.  This would switch briefly back to steady blue, then go back to orange.

 

This morning all seemed fine, then this evening back to the same problem.  Following instructions in hub manager to reset hub failed to correct the problem.

 

I have spoken to BT 2x this evening.

 

The first operative told me that the HH4 was faulty and that they would send me a new one. However he swiftly backtracked on this offer when he realised I didn't sign a new contract when I moved.  He left me with a number to call in UK office hours so I can set up a new contract.  

 

To test his theory I connected my old HH3 and this is having the same problems.  I also did a line noise test on corded phone which had a lot of hissing/crackling so I have gone through line fault reporting online (using 3 mobile dongle). This came up with no fault found but apparently fault report remains open.

 

I called BT again to explain the line noise and the HH3 having same problem as HH4.  This operative said he has reset some things and that he would call in a day or 2 to see how things were. Very little digging into the issue or explanations, he seemed to want rid of me in a hurry.  I had a broadband connnection for about an hour, then back to same problems.

 

I am not thrilled with the idea of having to wait with no or intermittent broadband (or having to spend out on PAYG mobile broadband while this interruption to service continues), or indeed having to call BT yet again. Does anyone have any advice or suggestions as to the nature of the fault and how I can get it fixed?

 

I am using a pc with a wired connection to a HH4, which is plugged into a double master socket ADSL v1.0. There are extensions in the house but nothing is connected to them.  No current wireless connections to hub.

 

 

 

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12 REPLIES 12
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: Broadband stopped working

I would try using the test socket (I appreciate your have a SSFP) but this will eliminate any problem with the faceplate and internal wiring.  if you can connect to test socket with a filter then try quiet line test again and see if still noisy and also see if that help improve your connection

 

if hub ok in morning and problems at night check for interference  here are some suggestions 



interference causes

 

 

 



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Viana
Aspiring Contributor
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Message 3 of 13

Re: Broadband stopped working

Thanks for your reply, I'll give it a go to see if a test socket lurks beneath the faceplate.

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imjolly
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Message 4 of 13

Re: Broadband stopped working

original.jpg

 

Should be behind bottom half



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Devon_Dave
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Message 5 of 13

Re: Broadband stopped working

Have you still got the hh3? could you try using that?
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Viana
Aspiring Contributor
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Message 6 of 13

Re: Broadband stopped working

Yes, I tried the old HH3 before I posted here - same issue as HH4.

 

I haven't been able to try the test socket yet - I am unfortunately stuck away from home for a night or 2 dealing with a minor plumbing emergency, other half reports that HH4 light turns from blue to orange/flashing orange every night between 7 and 7.30 pm and is then blue again when he gets up in the morning. 

 

More to follow when I get home but thank you again for suggestions thus far.

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Viana
Aspiring Contributor
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Message 7 of 13

Re: Broadband stopped working

Ok I am home at last!

 

The update from other half is that the orange lights on the hub started to appear earlier and earlier in the day.  Yesterday blue light only between 7 am and 10 am.  Today all orange, but he switched hub off and then on again in a fit of slight desperation as he really needed to check his email.  This resulted in a solid blue light for several hours until PC switched off. When PC was switched back on internet connection was unobtainable and lights were back to orange.

 

I have now connected to test socket via a filter.  Hub has blue light again but quiet line test with corded phone quiet line is a very audible solid hiss.  

 

I am guessing that the noisy line is the root of the on/off internet connnection but should be grateful for any further advice/observations as I am fully expecting the connection to fall over again at any time.

 

 

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imjolly
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Message 8 of 13

Re: Broadband stopped working

if you are now in test socket with new filterand when trying quiet line test with corded phone there is a 'hiss' then you need to report a phone fault to 151 with no mention of broadband.  once you get phone line fixed then broadband should improve



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Viana
Aspiring Contributor
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Message 9 of 13

Re: Broadband stopped working

Ok, line noise has been reported, no obvious fault showing to person I spoke to but will be passed onto engineers to look at.  I'll keep you posted.

 

Once again, many thanks for all your help, it is much appreciated.  I feel like I may be starting to make progress with BT on this.

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imjolly
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Message 10 of 13

Re: Broadband stopped working

no problem

 

post back with update when you can  if no progress then post back



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