cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Beginner
616 Views
Message 1 of 9

Connection problems

I am very angry at the level of service from bt, ever since I started with bt I have had continually having connection problems everyday, at least 10 times rebooting and disconnecting. We are on our second hub and was promised a third two weeks ago which we have never received. Awful connection issues. I called four times to be cut off by the adviser every time. I'm paying for a service that's not good, in fact rubbish, I'm taking this to watchdog. I'm looking for another provider
0 Ratings
8 REPLIES 8
Highlighted
Distinguished Sage
Distinguished Sage
609 Views
Message 2 of 9

Re: Connection problems

Welcome to this user forum. @Samantha1978

 

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

 

Noise is usually the cause of disconnections.

 

Do the lights on your BT Home hub change colou when you get the disconnections?

 

If its a line problem, it will still be there with another provider. This forum is the best way to get the problem sorted.

 

0 Ratings
Highlighted
Beginner
591 Views
Message 3 of 9

Re: Connection problems

No noise, constant blue to orange, we were with sky for 6 years with no problems, just bt.
0 Ratings
Highlighted
Beginner
590 Views
Message 4 of 9

Re: Connection problems

We also have to reboot the tv box as the apps don't work or freeze. It's very frustrating
0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
567 Views
Message 5 of 9

Re: Connection problems

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

 

Meanwhile it would help if you could answer a few question.

 

Which one of these matches your master phone socket?

 

nte.jpg or oldnte.jpgor adslface.jpg ornewnte.jpg

 

Do you have any extension sockets?

 

I assume you have the new smart hub?

 

Please could you post the information from the smart hub, using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

 

One of the moderators will be able to look at your connection from the BT end as well.

 

 

0 Ratings
Highlighted
Moderator-Retired
558 Views
Message 6 of 9

Re: Connection problems

Hi @Samantha1978

 

I would like to take a look and see what is causing your connection problems. Can you send over your details by clicking on the contact link within my profile and one of the team will be in touch. 

 

Thanks,

OlgaC 

0 Ratings
Highlighted
Beginner
545 Views
Message 7 of 9

Re: Connection problems

Socket is first picture, and it's a new smart hub my second one
0 Ratings
Highlighted
Beginner
541 Views
Message 8 of 9

Re: Connection problems

No extension sockets
0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
528 Views
Message 9 of 9

Re: Connection problems


@Samantha1978 wrote:
No extension sockets

@Samantha1978

 

Please could you try connecting things up as shown below, and see if you still get the connection problems.

Leave it connected this way for a few days.

 

test_socket.jpg

 

Thanks.

 

Could you also make sure you fill in the request form on the link @OlgaC provided for you.

 

0 Ratings