More Help With Broadband Fault

[MattyBx9427]

Hello BT Community 
I’ve Been Having A Broadband Issue With Dropping Connection And Slow Speeds 

Can You Please Tell Me how To Get In Contact With Someone Higher Than Complaint Management Team Thanks @SeanD Ive Sent You A Private Message With More Details Thanks

[PaddyB]

Hi @MattyBx9427,

Welcome to the Community and thank you for posting. 

I'm sorry if you've been having problems with your connection. The Community is a great place to help get support. To get a better idea of what the problem is, please could you post your router stats?

If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type bthomehub.home into your address bar This will open the Hub Manager.  Click ‘Advanced Settings’ and then ‘Technical log’.

I understand from your post that your connection has been unstable. Do the disconnection happen around the same time each day or are they random? Have you tested your phone line to see if there is any noise when making phone calls?

Thanks, 

Paddy

[MattyBx9427]

Hiya @PaddyB @SeanD  Thanks For Your Help On This Matter 

Here Is My Router Details Ive Had This Router For About 3 Days As Its a New One I also have another 2 Spare Here

firmware version:v0.26.03.01286-BT

Firmware updated Wed Apr 14 14:15:45 2021

Board version:R01

GUI version:1.74 12_11_2020

DSL uptime:1 days,01 Hours02 Mins21 Secs

Data rate:9.809 Mbps / 37.33 Mbps

Maximum data rate:9.938 Mbps / 44.429 Mbps

Full Fibre (FTTP) Mode:Off

Noise margin:6.1 / 5.9

Line attenuation:8.1 / 21.7

Signal attenuation:8.0 / 22.2

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:2.1 GB Uploaded / 41.1 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-8WAWKN

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:BT-8WAWKN

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:30:B1:B5:32:C4:7D

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017

[MattyBx9427]

@PaddyB The Broadband Drops Are Completely Random And It Happens A Lot When It Drops The Landline Goes And Its Sounded Like A Crisp Packet Before Thanks

[pippincp]

If you have noise on the line then report a noisy line fault not a broadband one. Noise on the line causes 99% of broadband dropouts.

Is there any reason every word in your posts begins with a capital letter?

[PaddyB]

Hi @MattyBx9427,

Thank you for posting back if you can hear noise on the line when making a phone call it's likely that there is a fault on the line, which as @pippincp has said will have an effect on the Broadband.

If you send me your details, I'll be able to take a look at what is happening with the service. 

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[MattyBx9427]

@PaddyB Sent Details Over Private Message @pippincp Just The Way I Type 

[licquorice]

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@MattyBx9427 wrote:

@pippincp Just The Way I Type 

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Why?

[MattyBx9427]

Is it a problem to you guys

[pippincp]

It's distracting.