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Miatazzy65
Aspiring Contributor
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Message 1 of 12

BT Router Keeps Dropping Randomly for about 30 Seconds

Hi everyone, for a little while now my Router will just randomly disconnect for no reason, flash pink/purple for a few seconds, then flash orange, then steady orange, then back to blue. This happens in about 30 seconds or so, and is random as to when it happens and with no explantion. I looked and took some screenshots of my techinical log at the time it happened, so if someone who has a bit more knowlegde could look and find the cause for the drop outs in my log I would be very greatful as I dont fully understand it all. The disconnect happened at around 4:00am-4:10am (as when I looked it showed my DSL uptime to be only 30 or so minutes as I did not check my log info straight after it disconnected. Though the disconnect definatly happened around the time stated above. Please could someone look through and give me some more info and what I might need to do to get it fixed its really annoying. Is it my router that is faulty? The line itself etc? I did edit over my IP address so that is not shown.

MYHUB is the BT Hub 6

Many thanks, 

Maria

 

20210404_045507.jpg

 Screenshot-20210404-051106-Chrome20210404-051251Screenshot-20210404-051119-Chrome20210404-051348Screenshot-20210404-051136-Chrome

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11 REPLIES 11
Keith_Beddoe
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Message 2 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

@Miatazzy65 

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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Miatazzy65
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Message 3 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

Hi Keith, 

Checked that like you said, and no there is no noise. I am also plugged into the master socket as that is the ONLY working socket in the house. (We had a BT engineer disable all the other ones as it was causing slower download speed, but this was over a year ago.) 

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Miatazzy65
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Message 4 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

@Keith_Beddoe I replied
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imjolly
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Message 5 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

Which master do you have

Keith_Beddoe_0-1577035081757.jpegMaster socket types.jpeg



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Miatazzy65
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Message 6 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

Hi imjolly.
I have number 7.
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Miatazzy65
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Message 7 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

@imjolly I replied.
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Keith_Beddoe
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Message 8 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

That master socket is known to give problems, and is most likely the cause of the disconnections.

As mentioned https://community.bt.com/t5/Landline/2019-Master-Socket-kit-loose/m-p/1985566#M6775

You need to connect things up as shown below, and see if you still get disconnections. Leave it like that for a few days.

Keith_Beddoe_1-1617562446451.jpeg

 

NTE 5C Test socket checkNTE 5C Test socket check

 

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Miatazzy65
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Message 9 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

@Keith_Beddoe I'll give that a try! If this works then will I need to just get the master socket replaced?
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Miatazzy65
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Message 10 of 12

Re: BT Router Keeps Dropping Randomly for about 30 Seconds

@Keith_Beddoe also another question if it does fix my drop outs, can I leave it like that? Without the faceplate? Would that be ok? Although if it doesn't fix it, I'm assuming that will then require a engineer and I should not be charged for that right? As it would then be an issue with what they class as their property.. is that right?
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