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charmedjean
Aspiring Contributor
3,522 Views
Message 1 of 22

Internet keeps dropping every 10 minutes

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Hi BT.

 

I signed up with BT Infinity in August. When it was first installed, my line was tested and I was told I would get 44mb download speed and 14mb upload speed.

 

A few weeks after, I noticed that the speed started dropping. I ignored it and thought it would go back up eventually.

However, after 2 months the speed I get is 24mb dowload and 6mb upload.

 

Also, my line keeps dropping every 10minutes. I have always had a problem (e.g. it would drop once every hour) but recently, it has been dropping constantly and it really starting to annoy me and my family.

 

We are using a wired connection and there is a filter on all active phone lines.

 

Please can you help me sort this problem out - I do not wish to pay £26 a month for an fibre optic package which doesn't work properly. It would be great if you could check my line or send an engineer to have a look at it?

 

I really don't want to switch service providers, but if this problem is not fixed then I will have no choice but to switch.

 

Many thanks

 

Jean

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21 REPLIES 21
Bullitt
Distinguished Expert
3,519 Views
Message 2 of 22

Re: Internet keeps dropping every 10 minutes

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sounds like you have a line fault
do you have any noise on the telephone?
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MBR123
Expert
3,490 Views
Message 3 of 22

Re: Internet keeps dropping every 10 minutes

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Why have you got a filter on each phone socket??? You should not need to with BT Infinity. Its to the main socket and thats it, nothing else. That might be an issue.

Please click on white star to the left and say thanks if I have helped you at all!. 🙂 Thank you. Some handy links Copy & Paste:-
http://bthomehub.home/
http://netalyzr.icsi.berkeley.edu/index.html
http://diagnostics.bt.com/login/?workflow=Speed
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charmedjean
Aspiring Contributor
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Message 4 of 22

Re: Internet keeps dropping every 10 minutes

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Thank you - I have unplugged the filter from the other lines - although, the problem is still there 😞

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charmedjean
Aspiring Contributor
3,474 Views
Message 5 of 22

Re: Internet keeps dropping every 10 minutes

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I have checked the phone and there is no noise on the line... strange 😞

 

thanks for your reply~

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ryant704
Guru
3,467 Views
Message 6 of 22

Re: Internet keeps dropping every 10 minutes

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Might be a fault on your line, follow these steps to check!

 

1. Visit this link https://www.bt.com/consumerFaultTracking/secure/faults/tracking.do;jsessionid=2W59QB2TvDGLZST41KJS2T...
2. Make an account with your BT Account number, this is different to your forum account.
3. Once the account is created re-visit the link from instruction #1 and login
4. Now you want to click on "Check my line now"
5. You should see your telephone number in a box, make sure that box is ticked if not enter your number.
6. Click on "Check my line" once step 5 has been completed
7. Make sure the details are correct, select the most relavant problem to you. I find the most common is the top selection "I've removed all equipment...."
8. Finally, Click "Check my line" **MAKE SURE NO ONE IS USING THE PHONE** Once completed, post the results contact a mod if a fault is found.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
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charmedjean
Aspiring Contributor
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Message 7 of 22

Re: Internet keeps dropping every 10 minutes

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Thank you for the help - I have carried out the test: -

 

Results of line test
We cannot detect a problem with this line.It may be caused by a faulty phone or equipment.

 

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ryant704
Guru
3,456 Views
Message 8 of 22

Re: Internet keeps dropping every 10 minutes

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Maybe a faulty Faceplate, you will need to contact the mods for further diagnostics into your problem.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
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charmedjean
Aspiring Contributor
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Message 9 of 22

Re: Internet keeps dropping every 10 minutes

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Could you point in which direction to find these mods? Could I just email any of them?

 

Quick update: Internet disconnects every 10 minutes without fail.

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Nige32
Aspiring Expert
3,416 Views
Message 10 of 22

Re: Internet keeps dropping every 10 minutes

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Hi

    You can contact the forum team here  https://bt.custhelp.com/app/contact_email/c/4951

It can take up to 3 days before they respond by phone or email.

 

 

 

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