cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
RobCharles1981
Aspiring Contributor
1,303 Views
Message 1 of 41

BT Infinity Disconnection Problems

Go to solution

Hi Everyone,

 

I'm on BT Fibre Option 3.

 

And quite recently, I'm experiencing issues where my Browsing Session will somehow go off line, I connect via BT Hub 5, some examples of this when I'm using facebook chat it goes off line and so do my webpages.

 

I then have to reboot my Computer for it to be ok but it will still come back now and then.

 

I've spoken to BT "Support" via Live Chat, and all they are doing is an exchange test on my line.

 

When this happens my Hub is "on" and has a solid blue light.

 

So I'm at a loss.

 

Can anyone help me?

 

Thanks

Rob

0 Ratings
Reply
40 REPLIES 40
Distinguished Sage
1,295 Views
Message 2 of 41

Re: BT Infinity Disconnection Problems

Go to solution
are you using a wired or wireless connection
0 Ratings
Reply
RobCharles1981
Aspiring Contributor
1,294 Views
Message 3 of 41

Re: BT Infinity Disconnection Problems

Go to solution

A Wired Connection

0 Ratings
Reply
RobCharles1981
Aspiring Contributor
1,220 Views
Message 4 of 41

Re: BT Infinity Disconnection Problems

Go to solution

Bump

0 Ratings
Reply
Moderator
Moderator
1,199 Views
Message 5 of 41

Re: BT Infinity Disconnection Problems

Go to solution

Hi @RobCharles1981 and thanks for posting.

 

You've mentioned the hub lights remain blue so internet connection isn't lost. This might be an issue with your computer. Do you have a laptop or tablet you can try to rule that out?

 

Cheers

 

David

0 Ratings
Reply
RobCharles1981
Aspiring Contributor
1,185 Views
Message 6 of 41

Re: BT Infinity Disconnection Problems

Go to solution

Hi David,

 

Thanks for your response.

 

I tried telling BT Live Chat this, but they think it's a fault with my "Exchange" and they have booked an engineer to visit my house next Tuesday!

 

I don't have another appliance to test this either....

 

Also I'm paying for just over 26 Meg Download Speed But I'm getting 14meg Down!

 

 

 

Any Idea what I should do?

0 Ratings
Reply
RobCharles1981
Aspiring Contributor
1,133 Views
Message 7 of 41

Stange BT Disconnection issue

Go to solution

Hi I'm wondering if anyone could help me here please?

 

I have BT Infinity Unlimited 3 on the Hub 5.

And recently I had a BT Engineer to my house as I was experiencing some slow speeds, and an engineer came last Wednesday and unknown to me another one on Tuesday.

 

The guy on Tuesday checked my line and was OK and was able to use my Broadband.

When the guy who was booked came on Wednesday he did the same checks on my line and all was OK!  But he suggested that I have an alternative line from my Socket downstairs all the way to the Hub.   I told him I will look into it.

When he went, for some or known reason, I had no Broadband Service, and I phoned him back and just fobbed me off!

 

So I Complained to 3 "BT Support People" one fobbed me off, the Second said she would get an engineer the following week and the 3rd an engineer on the Friday (Much better)

 

And in fairness my issues where resolved when he came, there here some errors on the line that where fixed, and he put a new DSL line from my socket upto the Hub, and Speeds are back to normal.

 

But what I've experienced recently is that I'm getting "Disconnections" My Hub is on as normal, and my Lan Icon (on my Task Bar) Is fine.

 

But it seems my connection is occasionaly cutting out and becoming "slow"

 

Can anyone help me?

 

Thanks

Rob

0 Ratings
Reply
Moderator
Moderator
1,107 Views
Message 8 of 41

Re: Stange BT Disconnection issue

Go to solution

Hi @RobCharles1981 and thanks for posting.

 

Is the connection on wired or wireless? Do the hub lights change when the connection drops / slows?

 

Cheers

 

David

0 Ratings
Reply
RobCharles1981
Aspiring Contributor
1,088 Views
Message 9 of 41

Re: Stange BT Disconnection issue

Go to solution

Hi,

 

My Connection is "Wired" But I have Wireless to use Wi-Fi on the phones ect.

When this happens all th elights on the BT Hub is a Solid Blue which means it's on?

 

Thanks

Rob

0 Ratings
Reply
Moderator
Moderator
1,083 Views
Message 10 of 41

Re: Stange BT Disconnection issue

Go to solution

Thanks for confirming that @RobCharles1981.

 

I've moved your posts so we have all the details on one thread. This sounds like an internal set up or wiring problem. Are you able to borrow another device to try? Can you try the speed test including the further diagnostics to rule out any connection issues.

 

Cheers

 

David

0 Ratings
Reply