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Message 1 of 5

Broadband Connection dropping continually

I decided to change my broadband to get better speed & service. This seems to have been a mistake. Firstly I work some of the week from home thus needing connection to my office 24/7.

I got setup last week & had a really good speed & connection.

On Friday my connection dropped off during a playtest (I work in the games industry) & since then it will periodically connect then drop out after a few minutes.

After a few calls to the Indian call centre & the try this, turn it off & on routine, the guy on the line sees that there is a issue & mentions a crossed line? My phone has a dial tone even when the connection cannot be made so I'm assuming it's an issue at the exchange?

Anyhow the problem is escalated & a guy calls me back today and tells me the connection has been consistent for 24 hours. Sorry pal but it hasn't.

I explain this be am told that the hub has a connection (which it did at that moment) so I have to monitor it and if it drops out text him on a number he has just sent me.

Surprise surprise it drops again 2 minutes later. I text.... wait 15 minutes, no call. So I go onto my BT & check the fault only to find someone else's email address & phone number in the contact section????

How is this possible? Is this not a data protection issue? Does someone else have my contact details on their fault ticket? I hope not & I'm not happy about it.

Soon after I get a call to book an engineer to come to my property & have the warning that if there is a problem within my property boundary I have you pay £129.99

I'm barely a week in & I'm close to cancelling all together. It's clearly amateur hour at BT.
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Distinguished Sage
Message 2 of 5

Re: Broadband Connection dropping continually

if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

The stats for the Home Hub 6 can be found on the Information page from then Advanced Settings -> Technical Log. 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
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Message 3 of 5

Re: Broadband Connection dropping continually


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

BT Hub 6A
Serial number:

Firmware version:

Firmware updated:

Board version:

Gui version:

DSL uptime:

Data rate:

9.99 kbps / 55.00 kbps
Maximum data rate:

33691 / 99315
Noise margin:

22.7 / 22.6
Line attenuation:

Signal attenuation:


Latency type:

Fast Path
Data sent / received:

0 MB Uploaded / 0 MB Downloaded
Broadband username:
BT Wi-fi:

Not active
2.4 GHz wireless network name:

2.4 GHz wireless channel:

Smart (Channel 11)
5 GHz wireless network name:

5 GHz wireless channel:

Smart (Channel 36)
Wireless security:

WPA2 (Recommended)
Band steering:

Wireless mode:

Mode 1

MAC address:

Software variant:

Boot loader:



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Distinguished Sage
Distinguished Sage
Message 4 of 5

Re: Broadband Connection dropping continually

this is a customer help customer forum and your posts do not go to BT - the forum is monitored by the forum mods who are BT employees


you have max speed for infinity 1 but there is no conenction time - did you just rest router?


what is conenction time now - dsl uptime?

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Message 5 of 5

Re: Broadband Connection dropping continually

There hasn't been a connection for most of the day. I had 30 minutes of connectivity at about midday then the connection dropped & the routers been unable to establish another one. If I restart it it goes from green to flashing orange, to solid orange. Occasionally it will flash purple then back to orange.
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