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jandjwilliman
Beginner
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Message 1 of 23

BT Infinity Multiple drop outs (daily)

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Since installation on 07/12/17 we have been receiving daily drop outs on BT Infinity.

 

If relevant we have moved from NowTV which use BT Lines in our area as we had similar issues, so I'm wondering if there is a fault with the line as opposed to the service?

 

Can anyone shed some light on the cause\fix for this issue? The only lines in our area are BT so we are stuck if the lines are faulty.

 

Troubleshooting seems to always come to "Reboot" which does fix it but it's not ideal and takes a while to get a connection again.

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Message 2 of 23

Re: BT Infinity Multiple drop outs (daily)

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Welcome to this user forum.

 

It would be the same line, whichever provider you use, so that is why you still have the fault.

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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jandjwilliman
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Message 3 of 23

Re: BT Infinity Multiple drop outs (daily)

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Hi Keith,

 

If we had Virgin it would be a different line.

 

When ringing that number it says that it is temporarily out of service.

 

 

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jandjwilliman
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Message 4 of 23

Re: BT Infinity Multiple drop outs (daily)

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Good to have the confirmation that they all use the same line as suspected though.

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Message 5 of 23

Re: BT Infinity Multiple drop outs (daily)

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@jandjwilliman wrote:

Hi Keith,

 

If we had Virgin it would be a different line.

 

When ringing that number it says that it is temporarily out of service.

 

 


Thats odd, as it should be working all of the time.

 

Try just dialling a single digit, and listen for any noise. You will get an error message after a short while.

 

Which BT home hub do you have?

 

 

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jandjwilliman
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Message 6 of 23

Re: BT Infinity Multiple drop outs (daily)

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We can hear very faint white noise (cordless phone) and then it errors, we have BT Hub 6A.

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Message 7 of 23

Re: BT Infinity Multiple drop outs (daily)

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@jandjwilliman wrote:

We can hear very faint white noise (cordless phone) and then it errors, we have BT Hub 6A.


Which number matches the master socket that you have?

 

Single master sockets

 

Filtered master sockets

 

Please post the connection information from the smart hub using this link

 

Have you reported the problem to BT?

 

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jandjwilliman
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Message 8 of 23

Re: BT Infinity Multiple drop outs (daily)

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Number 2

 

If relevant this then goes to the NowTV microfilter as it sits better than the BT supplied one and to a third party ADSL cable as it needed to be longer, but none of these should have caused an issue.

 

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084316+NQ73629059

Firmware version:

SG4B1000B316

Firmware updated:

09-Dec-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 0 Hours 53 Minutes 16 Seconds

Data rate:

3.37 Mbps / 12.78 Mbps

Maximum data rate:

4014 / 19935

Noise margin:

6.2 dB / 11.4 dB

Line attenuation:

25.4 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

4098 MB Uploaded / 4118 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

JandJ

2.4 GHz wireless channel:

Channel 1

5 GHz wireless network name:

JandJ

5 GHz wireless channel:

Channel 36

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

58:90:43:BA:4E:C3

Software variant:

-

Boot loader:

7.33.1

 

No as I'd seen people have issues resolved by the forum.

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Message 9 of 23

Re: BT Infinity Multiple drop outs (daily)

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It will still need to be reported, as its an Early Life Failure.

 

See Complaints about slow broadband speed

 

This also applies to faults.

 

Meanwhile, do you have any other phone sockets or extension wiring?

 

If you do, they must terminate on the back of the master socket front plate like this.

 

Extension wiring connection point

 

 

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jandjwilliman
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Message 10 of 23

Re: BT Infinity Multiple drop outs (daily)

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Attempted to report to BT however they did a line test that disconnected me from the chat and said no problems were found, so no further forward really.

However this has appeared in my dashboard, not logged by me

 

 
Reported Fault
Problem

Broadband - Slow Connection

Reference number

VOL053-******

 

 
Other products affected

You may also experience problems with other services such as your Landline and TV on demand whilst we fix your fault.

 

 So BT may already be aware, I was told that rebooting the hub fixed the problem so there wasn't a problem, they performed the 3 - 5 minute test when I pushed that this was a problem and it took about 5 - 10 minutes for the internet to reconnect after the test.

 

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