Line dropouts, same old story....

[richardtheboffin]

I know this has been going on for years, but has anyone ever got anywhere with finding out why the BT broadband service drops out so often?

It's getting really annoying especially as Amazon Prime can't cope with it and you have to completely restart your session every time the line drops out, which is currently 3 times a day, usually in the evening.

The event log shows:

PPP LCP Send Termination Request [User request]

Every time there's a line drop.

We're getting 67mbps/14mbps speeds and these SQ levels:

8. Noise margin: 5.9 / 10.4
9. Line attenuation: 29.5 / 20.4
10. Signal attenuation: 29.1 / 20.1

We're on a HH5. Fibre to cabinet.

There was a phone line fault recently and BT changed a card at the exchange. The drop outs got worse after that.

We also get a line drop when you make an outgoing phone call, which the BT engineer said shouldn't happen...

The line is quiet and the main socket has been replace numerous times - it's just what they do when they come to 'fix' the issue...

So any other ways to get BT to address this ongoing issue?

It's so annoying that they go on and on about speed but not continuity of service. Whats the point of 75mbs if the line wont stay up for more than a  few hours?

[licquorice]

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@richardtheboffin wrote:

I know this has been going on for years, but has anyone ever got anywhere with finding out why the BT broadband service drops out so often?

The BT broadband service doesn't drop out often, its not a generic problem. Individual customers experience the problem due to line faults, as in your case.

There was a phone line fault recently and BT changed a card at the exchange. The drop outs got worse after that.

We also get a line drop when you make an outgoing phone call, which the BT engineer said shouldn't happen...

So, he should have investigated and fixed it.

So any other ways to get BT to address this ongoing issue?

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Unfortunately, you can only keep reporting the fault until an engineer gets to the bottom of the root cause and fixes it.

[richardtheboffin]

deleted

[richardtheboffin]

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@licquoricewrote:

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@richardtheboffinwrote:

I know this has been going on for years, but has anyone ever got anywhere with finding out why the BT broadband service drops out so often?

The BT broadband service doesn't drop out often, its not a generic problem. Individual customers experience the problem due to line faults, as in your case.

There was a phone line fault recently and BT changed a card at the exchange. The drop outs got worse after that.

We also get a line drop when you make an outgoing phone call, which the BT engineer said shouldn't happen...

So, he should have investigated and fixed it.

So any other ways to get BT to address this ongoing issue?

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Unfortunately, you can only keep reporting the fault until an engineer gets to the bottom of the root cause and fixes it.

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Sadly that will be never, going by previous attempts... They just swap the socket and leave... After commenting how good our speeds are considering the distance to the cabinet... Because they don't actually know where or cabinet is!