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Mjconnolly
Contributor
1,026 Views
Message 11 of 23

Re: Frequent broadband disconnections

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OK, eBay cheap phone on its way... will post back when I redo the quiet line test.
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Mjconnolly
Contributor
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Message 12 of 23

Re: Frequent broadband disconnections

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No noise on the quiet line test on a corded phone, but my connection has dropped several times today after 4 days without a drop. Still plugged into the test socket BTW. What are the next steps? Thanks.

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DavidM
Moderator
Moderator
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Message 13 of 23

Re: Frequent broadband disconnections

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Hi @Mjconnolly,

 

Thanks for checking the line for any noise. I think we'll need to take a closer look at this for you so can you please drop me over an email with your details? You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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Mjconnolly
Contributor
971 Views
Message 14 of 23

Re: Frequent broadband disconnections

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Thanks, email sent, let me know if you need me to send any more info (logs etc). I am also wondering whether my VPN software might be at fault, since the connection was fine over the weekend and is having a total 'mare today now I'm back at work? I use Cisco Anyconnect.
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PaddyB
Moderator
Moderator
938 Views
Message 15 of 23

Re: Frequent broadband disconnections

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Hi @Mjconnolly,

 

Thank you for sending in your details. I'm sorry you're experiencing issues with your connection. I gave your mobile number a quick call, I'm sorry I didn't get speaking to you today.

 

I've ran a few checks on your connection and its picking up a fault on the line. We'll need to arrange an engineer to go out and investigate the fault. In order to book the engineer's appointment, I do need to speak to you in person. Please can you let me know what would be a good time for me to call tomorrow?

 

Thanks

 

PaddyB

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Mjconnolly
Contributor
929 Views
Message 16 of 23

Re: Frequent broadband disconnections

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Hi Paddy, sorry I was off work today so I kept the mobile off 🙂

If you try me tomorrow after 1pm I’ll keep it switched on.

Thanks

Martin

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DavidM
Moderator
Moderator
915 Views
Message 17 of 23

Re: Frequent broadband disconnections

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Hi @Mjconnolly,

 

Thanks for posting. @PaddyB is out of the office until Saturday but has scheduled a call back to arrange the engineer visit when he's back in the office. I'll let him know you've posted.

 

Cheers

 

David

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Mjconnolly
Contributor
883 Views
Message 18 of 23

Re: Frequent broadband disconnections

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Hi, the Openreach engineer has just been. He couldn’t find any fault on the line, and suggested trying a new Hub 6. Not sure whether I have to request that or he will do it?

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imjolly
Distinguished Sage
Distinguished Sage
878 Views
Message 19 of 23

Re: Frequent broadband disconnections

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you need to do it by phoning custmer services



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Mjconnolly
Contributor
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Message 20 of 23

Re: Frequent broadband disconnections

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OK, PaddyB spoke to me on Saturday and advised me to see how the old hub performed, as it had been stable for over 24 hours. However it then disconnected a few times, so I've switched over the new hub that was sent to me. Unfortunately that is still disconnecting several times a day. It reconnects faster than the old one, but there are still drops. In fact today it has disconnected at 00:00, 06:11, 06:39 and 06:51. If the line checks out and the new hub doesn't make a difference, what can it be??

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